LATOYA MURPHY
Fairburn,Ga
Summary
Customer Experience Manager with 15 years of experience in driving customer satisfaction and loyalty through strategic initiatives. Proven ability to lead cross-functional teams and cultivate a customer-centric culture that enhances engagement and meets business objectives. Expertise in conflict resolution and persuasive communication, complemented by a strong background in quality assurance and training. Detail-oriented and reliable, adept at managing processes and timelines to ensure successful task completion.
Overview
20
20
years of professional experience
Work History
Student Support Advisor
DeVry University
01.2024 - 11.2024
- Counseled students on academic goals and long-term objectives to promote success.
- Developed strategies aiding student adjustment to college life for enhanced well-being.
- Facilitated communication among faculty, staff, and students to ensure collaboration.
- Evaluated survey feedback to assess effectiveness of student support initiatives.
- Provided information on campus resources, including tutoring services and financial aid.
- Managed crisis situations by offering emotional support for distressed individuals.
- Established and enforced policies governing student behavior for a positive environment.
Leasing Professional
IRT Living
Dunwoody, Ga
01.2024 - 11.2024
- Company Overview: Leasing Specialist 564-Unit Garden-Style Community
- Managed daily leasing operations, maintaining high occupancy and resident satisfaction.
- Delivered exceptional customer service through property tours, tailored leasing options, and prompt inquiry responses.
- Processed applications, conducted background checks, and ensured accurate, timely lease documentation.
- Executed marketing strategies with property management, increasing foot traffic and online leads.
- Oversaw move-in/move-out processes, unit inspections, maintenance coordination, and issue resolution.
- Built strong resident relationships, contributing to high retention and low turnover rates.
- Partnered with maintenance and operations teams to uphold property standards and readiness.
- Monitored market trends and competitor pricing to optimize leasing performance.
- Ensured compliance with fair housing laws and regulatory requirements.
- Recognized in top 5% portfolio-wide for completed applications.
- Leasing Specialist 564-Unit Garden-Style Community
Customer Service Operations
Verizon
10.2005 - 10.2023
- Company Overview: Multiple Locations
- Led a team of 18 customer service agents, focusing on performance coaching, career development, and leadership readiness.
- Improved KPIs by coaching on effective problem-solving to reduce repeat customer contacts.
- Empowered agents to manage escalated cases independently, ensuring quality outcomes with minimal intervention.
- Drove revenue growth by analyzing customer needs and recommending tailored service plans and features.
- Oversaw quality assurance, reviewing escalations, providing actionable feedback, and ensuring resolution standards were met.
- Mentored team members in business acumen, decision-making, and leadership, promoting engagement in employee resource groups.
- Collaborated with senior leadership to elevate supervisor performance, support underperformers, and scale best practices through training and team meetings.
- Multiple Locations
Customer Experience Manager
Verizon
01.2019 - 12.2022
- Company Overview: Multiple Locations
- Talent Acquisition & Onboarding: Recruited top candidates using behavioral interviews and scenario-based assessments; ensured smooth integration into company culture.
- Employee Engagement: Fostered an inclusive environment and led new hire training with low attrition, even during remote transitions.
- Virtual Leadership: Maintained performance and morale using tools like WebEx and Blue Jeans during the shift to remote work.
- Performance Management: Promoted high employee engagement and productivity through consistent support and communication.
- Multiple Locations
Customer Experience Leadership
Verizon
01.2005 - 12.2018
- Company Overview: Multiple Locations
- Led cross-functional teams (up to 19 members) across Customer Service, Technical Support, and Pro Teams in both in-person and remote environments.
- Coached frontline employees and new hires, driving high performance, leadership development, and low attrition.
- Managed high-volume operations, ensuring first-call resolution, top-tier customer satisfaction, and consistent adherence to KPIs.
- Directed workforce planning and staffing alignment to meet operational goals and improve efficiency.
- Championed continuous improvement, process optimization, and quality assurance initiatives including call monitoring and feedback loops.
- Achieved top performance metrics, including 100% customer satisfaction scores and national ranking in customer experience.
- Enhanced revenue through upselling, service upgrades, and cross-department collaboration.
- Led training, escalations, and vendor alignment, ensuring seamless device connectivity and service delivery across platforms.
- Multiple Locations
Education
BACHELORS - BUSINESS MARKETING
University of Phoenix
Southfield, MichiganMASTERS - MANAGEMENT
Strayer University
RemoteSkills
- Results orientation
- Stakeholder management
- Workforce planning
- Escalation handling
- Data analysis
- Project management
- Problem solving
- CRM proficiency
- Adaptability
Languages
English
Affiliations
Volunteer As President of HOA Association
Volunteer For STEM
Timeline
Student Support Advisor
DeVry University
01.2024 - 11.2024
Leasing Professional
IRT Living
01.2024 - 11.2024
Customer Experience Manager
Verizon
01.2019 - 12.2022
Customer Service Operations
Verizon
10.2005 - 10.2023
Customer Experience Leadership
Verizon
01.2005 - 12.2018
BACHELORS - BUSINESS MARKETING
University of Phoenix
MASTERS - MANAGEMENT
Strayer University
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