Latoya Manson
Mansfield,LA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
2004
2004
years of post-secondary education
Work History
Janitorial Service
Reneke
Bossier City, Louisiana
10.2023 - Current
- Cleaned and sanitized restrooms, break rooms, and work areas daily.
- Gathered and emptied trash cans and disposed of bags.
- Inspected areas for cleanliness and compliance with standards.
- Resolved customer complaints promptly while maintaining a professional demeanor.
- Resolved customer complaints in a timely manner by following established policies and procedures.
- Responded quickly to emergency situations such as spills or broken pipes in order to minimize damage.
Private Caregiver
Home Healthcare Aide
Mansfield , LA
05.2022 - 11.2022
- Provided compassionate support to clients with daily living activities.
- Assisted clients with medication management and reminders.
- Maintained a safe and clean environment for clients at home
- Monitored vital signs including temperature, pulse rate and respiration rate.
- Recorded and reported changes in client health or behavior.
- Managed incontinence care needs of the client discretely
- Reported concerns to nurse supervisor to promote optimal care.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
Customer Service Manager
Teleperformance
Shreveport, Louisiana
09.2017 - 09.2022
- Led customer service team to enhance client satisfaction and service quality.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Monitored phone calls to provide feedback and coaching.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
Customer Service Representative
Teleperformance
Shreveport, Louisiana
09.2007 - 09.2017
- Answered phone calls and responded to questions and concerns.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained knowledge of company products, services, and policies to assist customers effectively.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Academics
Pelican All-Saints
Pelican, LA05-2003
Skills
- Customer support and relationship management
- Issue resolution and conflict management
- Product knowledge and promotion
- Call handling and center experience
- Team leadership and collaboration
- Communication strategies and active listening
- Attention to detail and time management
- Adaptability to change and flexibility
- Research and problem-solving skills
- Customer satisfaction measurement and feedback
Timeline
Janitorial Service
Reneke
10.2023 - Current
Private Caregiver
Home Healthcare Aide
05.2022 - 11.2022
Customer Service Manager
Teleperformance
09.2017 - 09.2022
Customer Service Representative
Teleperformance
09.2007 - 09.2017
Academics
Pelican All-Saints