LATOYA R. BLACKSHIRE
Muskegon
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
CUSTOMER SERVICE REP
TYME GLOBAL, CITIZENS
04.2024 - Current
- Assist policyowners with initiating claims
- Documenting policy owners’ confidential information
- Scheduling adjuster visits and callbacks
- Transferring calls in Grupo to appropriate departments
- Handling calls and chats at the same time while working through SLACK to assist other team members
- Call handle roughly, 80 calls daily
- Maintain an outstanding KPI’s, and metrics.
- REMOTE
CHEF-BUSINESS OWNER
TASTY TS CUISINE & CATERING
05.2019 - Current
- Oversaw grill, stove, and oven, and cleaned equipment after every event.
- Checked freezer and refrigerator to verify correct temperatures.
- Maintained well-organized work area and kept work consistent.
- Handled and stored food to eliminate illness and prevent cross-contamination.
- Optimized food preparation processes, implementing time-saving techniques without compromising quality.
- Trained kitchen staff to perform various preparation tasks under pressure.
- Reduced food waste with strategic menu planning and inventory control techniques.
- Placed orders to restock items before supplies ran out.
- Created a catering company that has traveled across the states to perform in showcases, compete in TV Show competitions. Hired, trained, and employed 10 individuals.
- Demonstrated what great customer service skills are, maintained a vast knowledge on food & beverage sales, inventory, and health & safety standards.
- Maintained a detail, organized calendar/schedule that illustrated my ability in data entry (keeping track of inventory, digitally).
Licensed Life Insurance Agent
PRIMERICA
01.2022 - 06.2023
- Handling client’s confidential information
- Utilizing the Primerica platform to find the best rates for Clients in life, auto, home, and 401k
- Awarded for “Top Seller” in the Midwest district for all 3 quarters of the year.
- Built a strong Michigan branch, was recognized for building a strong team in less than a month after joining the company
- Traveled to ‘Fast Start School’ every quarter in Lafayette, LA
- Handled roughly 50-60 calls daily
- Secured at least 20 policies daily.
- REMOTE
Environmental Services Technician
SPECTRUM HEALTH-BUTTERWORTH HOSPITAL
08.2020 - 10.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Collaborated with interdisciplinary teams on special projects or events requiring additional environmental services support.
- Conducted regular quality inspections to ensure adherence to established environmental services standards and protocols.
Factory Team Lead
Fasttrack/Lakeshore Fittings
03.2016 - 05.2019
- Working as an assembler of Gastite, produce parts for gas lines
- Produce products in a timely matter for customers
- Ship out inventory, data entry, received shipment
- Quality control management
- Quality inspector
- Ran a team of 10 people daily.
Factory Production Lead Worker
Manpower
03.2013 - 11.2018
- Worked at several factories, including Knoll, Brilliance Audio, GHSP, Lauren Plastics, and Shape Corp
- Processing material, inspect product before shipping
- Ran several machines and check product coming out of machines
- Ran a team and produce top numbers
- Built cabinets and “L” boards for electronic products.
- Ran a department of 20+ individuals
Customer Service Representative
Five Star Call Center
03.2012 - 03.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives in company policies, procedures, and best practices.
- Met customer call guidelines for service levels, handling time and productivity.
- Remote
Assistant Manager3/Breakfast Manager
Burger King
03.2015 - 01.2018
- Ran store to serve customers in timely fashion
- Ran shifts that was subtle for crew and team members
- Dealt with data entry and scheduling input, inventory counts, and hired potential employees.
- Managed daily operations for smooth-running breakfast shift, resulting in increased guest retention.
- Implemented marketing strategies to promote restaurant’s breakfast offerings on social media platforms and through print advertisements, driving increased traffic.
- Verified prepared food met standards for quality and quantity before serving to customers.
Education
Graduate - Respiratory Therapy
Herzing University
08.2024
Undergraduate freshman - Nursing: Anesthesiologist
Muskegon Community College
Muskegon, Mi01.2012
High school Diploma - undefined
Mumford High school
Detroit, Michigan09.2009
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Flexible and Adaptable
- Time Management
- Dependable and Responsible
- Multitasking Abilities
- Excellent Communication
- Calm Under Pressure
- Computer Skills
- Data Entry
- Fast Typing Speed
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Small business operations
- Vendor Relations
- Business marketing
- Customer service
- Data entry
- Critical thinking
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Scheduling
- Appointment scheduling
- Order processing
- Microsoft Office Suite
- Customer relationship management (CRM)
- Live chat support
Timeline
CUSTOMER SERVICE REP
TYME GLOBAL, CITIZENS
04.2024 - Current
Licensed Life Insurance Agent
PRIMERICA
01.2022 - 06.2023
Environmental Services Technician
SPECTRUM HEALTH-BUTTERWORTH HOSPITAL
08.2020 - 10.2020
CHEF-BUSINESS OWNER
TASTY TS CUISINE & CATERING
05.2019 - Current
Factory Team Lead
Fasttrack/Lakeshore Fittings
03.2016 - 05.2019
Assistant Manager3/Breakfast Manager
Burger King
03.2015 - 01.2018
Factory Production Lead Worker
Manpower
03.2013 - 11.2018
Customer Service Representative
Five Star Call Center
03.2012 - 03.2018
Graduate - Respiratory Therapy
Herzing University
Undergraduate freshman - Nursing: Anesthesiologist
Muskegon Community College
High school Diploma - undefined
Mumford High school
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