LATOYA JAMES
Pikesville,MD
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
Work History
Licensing Specialist-Contractor
MDH-Maryland Board of Pharmacy
06.2023 - 06.2024
- Received and processed all new and renewal pharmacist applications for the state of Maryland
- Maintained accurate records, while maintaining a high level of confidentiality.
Senior Analyst - Executive Support
Verizon Communications Inc.
07.2019 - 03.2022
- Managed customer complaints submitted through the Public Service Commission, Attorney General, and Better Business Bureau.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Acting Supervisor
Verizon Communications Inc.
08.2016 - 06.2019
- Managed 10-15 call center consultants.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Floor Support
Verizon Communications Inc.
03.2015 - 07.2016
- Supported a team of call center agents.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
Care Portal
Verizon Communications Inc.
07.2013 - 02.2015
- Provided support with internet, telephone, and television installation services.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
Sales Consultant
Verizon Communications Inc.
03.2000 - 06.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Bachelor of Science - Human Resources Management
University of Maryland University College
College Park, MDAssociate of Arts - Foundation of Business3
University of Phoenix
Tempe, AZSkills
- Service Order Entry
- Billing
- Processing Systems
- Software
- Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
- Google Suites
- Teamwork and Collaboration
- Time Management
- Reliability
Websites
Keyareasofexpertise
- Customer Relations
- Multitasking
- Excellent Writing Skills
- Excellent Verbal Skills
- Attention to Detail
- Analytical Skills
Timeline
Licensing Specialist-Contractor
MDH-Maryland Board of Pharmacy
06.2023 - 06.2024
Senior Analyst - Executive Support
Verizon Communications Inc.
07.2019 - 03.2022
Acting Supervisor
Verizon Communications Inc.
08.2016 - 06.2019
Floor Support
Verizon Communications Inc.
03.2015 - 07.2016
Care Portal
Verizon Communications Inc.
07.2013 - 02.2015
Sales Consultant
Verizon Communications Inc.
03.2000 - 06.2013
Bachelor of Science - Human Resources Management
University of Maryland University College
Associate of Arts - Foundation of Business3
University of Phoenix
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