Latoya Mickens
St. Louis,Mo.
Summary
Begin a long-term employment relationship with a company that prides itself on excellent customer service. The customer service philosophy is to establish a trusting relationship with the customer, be relatable and affirming, and resolve customer issues on the first call making it the only call. Selfless Activity Director with strong talents in planning and executing daily activities and encouraging resident participation. Adept at managing a monthly calendar, personalizing activities, coordinating volunteers, and handling activity budgets. Outstanding people skills and react calmly to emergency situations.
Overview
16
16
years of professional experience
Work History
Director of Activities and Jesuit Engagement
Jesuits of the Southern and Central Province
01.2014 - 01.2023
- Planned and managed projects, monitored budgets, built teams, and organized events
- Conducted thorough market research on emerging trends within the activity sector to expand program offerings.
- Increased community involvement through outreach initiatives and partnership development.
- Managed and mentored a team of activity professionals, enhancing their skills and performance through training and support.
- Monitored participant feedback and assessed key performance indicators to evaluate program effectiveness.
- Conducted thorough market research on emerging trends within the activity sector to expand program offerings.
- Expanded program offerings by conducting thorough market research on emerging trends within the activity sector.
- Stretched a minimum annual budget of $2000 to cover planned activities through the creative use of resources.
Customer Service Specialist
Chrysler Financial
05.2007 - 01.2014
- Monitored participant feedback and assessed key performance indicators to evaluate program effectiveness.
- Handled escalated calls calmly, finding resolutions that satisfied company and customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Resolved customer issues promptly and professionally, enhancing overall customer satisfaction.
- Built rapport with clients by effectively communicating, demonstrating patience, and comprehending their obstacles to provide customized solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established rapport with clients to cultivate lasting partnerships and drive customer retention.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Education
Bachelor of Science - Business Administration
Fontbonne University
St. Louis, Mo.12.2024
Business management -
Western Governors University
Remote Classes2024
Skills
- Ethical Leadership
- Crisis Management
- Cross-Functional Teamwork
- Curriculum Design
- Meeting facilitation
- Partnership Building
- Activity Organization
- Event planning experience
Communication Skills
Excellent written and verbal communication. Able to communicate professionally through all Microsoft Suite applications.
Personal Information
Title: Customer Service Specialist
References
Available upon request.
Timeline
Director of Activities and Jesuit Engagement
Jesuits of the Southern and Central Province
01.2014 - 01.2023
Customer Service Specialist
Chrysler Financial
05.2007 - 01.2014
Bachelor of Science - Business Administration
Fontbonne University
Business management -
Western Governors University
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