Latoya Nicholson
McDonough,Georgia
Summary
Over 19 years of experience in the Retail environment with a broad background in customer service, management, and working well with various people. Strengths include decision-making, organization, and time management skills with attention to detail. Accepts new challenges, facing them in a capable and professional manner. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Smart Online Chat Specialist offering more than 3 years of experience in customer service working remotely from home. Known for saving customer relationships that had been deemed irreparable. Looking for another great opportunity to improve the user experience.
Overview
20
20
years of professional experience
Work History
Jewelry consultants and sales reps
Kay jewelers
11.2023 - Current
- Worked with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Engaged with customers to build rapport and loyalty
- Pursued existing and potential customers by phone, email, and text to generate leads and close sales
- Exceeded goals through effective task prioritization and excellent work ethic
- Increased sales progress by day, week, and month
- Handled products with tremendous value, such as natural diamonds, gold, and keys, with responsibility
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Scheduling Agent
Aspen Dental
01.2022 - 01.2023
- Played a key role in helping offices streamline and consolidate practice efficiency, making it easier for dentists to focus on providing quality patient care
- Responded to high-volume inbound calls while compassionately handling questions/concerns
- Scheduled new patient appointments
- Confirmed patient appointments
- Verifying patients' health insurance
- Used trained sales techniques to reach company goals of appointments set and customer satisfaction
- Various duties as assigned by the Call Center Leadership team.
Tier 1 Chat Agent
Solid State Operations
01.2021 - 12.2021
- Fielding incoming chat requests and messages from claimants regarding individual unemployment compensation claims
- Understanding fundamental unemployment law and guidelines for Alabama
- Maintaining familiarity and understanding regarding updates to the policy and practices for special programs related to unemployment compensation in Alabama
- Maintaining familiarity and understanding of ADOL operating systems related to claims taking, fact-finding, adjudication, special programs, hearings and appeals, and UC Tax operations
- Communicating via chat with claimants who are contacting the ADOL to determine the status of their claim, to request assistance with filing a weekly claim certification, resetting their PIN, changing personal information, updating payment method, and in accordance with instructions to contact the agency
- Providing additional instructions via chat to or clarifying existing instructions for claimants regarding an unemployment compensation claim
- Resolving/Erroring Out/Clearing issues ERRONEOUSLY/ACCIDENTALLY set by claimants during the weekly claim certification as directed by the Director of Adjudication and Remote Chat
- Contacting divisions, units, or employees of ADOL, the fact-finding team, or the adjudication team on behalf of the claimant as needed and deemed appropriate
- Performed full verification with all claimants before assisting with their claim
- Back-office functions with handling multiple systems at a time
- Remedied issues quickly and within the parameters of company-mandated policies and procedures
- QA agents work as supervisor assistants
- Weekly QA grading of other chat agents for the supervisor
- Documented all customer information accurately in the computer system, providing dated notes for future reference
- Subject Matter Expert for the management team, assisting several agents at a time to help met claimants' needs
- Asked open-ended questions to determine customers' needs
- Developed exemplary writing skills through continued correspondence with upwards of customers per day
- Cross-trained and backed up other customer service managers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Fraud Prevention Agency
TTEC
10.2020 - 05.2021
- Handled more complex and/or escalated customer situations regarding possible fraudulent account activity
- Took appropriate action based on complex transaction characteristics or account changes
- Provided exemplary level of customer service to clients and company personnel
- Offered friendly and efficient customer service and handled challenging situations efficiently
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity
- Increased customer satisfaction by resolving transaction issues
- Decisions are made based on judgment and research, extensive job experience
- Following established procedures and guidelines while leveraging multiple systems/tools
- Handle disputes for prepaid accounts
- Verbal and written communication skills sufficient to interact effectively with all levels of management and staff
- Perform back-office functions related to research and resolution of fraudulent activity and service support
- Asked open-ended questions to determine customer's needs.
Retail Manager
Cracker Barrel
11.2013 - 09.2019
- Partnered with the Restaurant General Manager to ensure the unit's overall success
- Recruited, hired, coached, and developed retail employees and cashiers
- Assisted in the hiring process of key unit employees
- Accountable for total store sales and inventory
- Drove top-line sales
- Met and exceeded the company's financial goals
- Selected and participated in the MCBB program for consideration for future multi-unit management.
Retail Manager
Cato Fashion
06.2009 - 11.2013
- Performed opening/closing duties
- Provided customer service
- Handled cash
- Processed weekly shipments
- Assisted in visual merchandising
- Recruited, hired, trained associates, and assisted managers
- Accountable for total store sales and inventory.
Retail Sales Associate
Gap
08.2008 - 06.2009
- Engaged and connected with customers by providing excellent customer service
- Became an expert in product and used this expertise to educate, inform, inspire, and outfit the customer
- Offered information to the customer on the current merchandise assortment
- Executed store promotions and events and executed operational processes effectively and efficiently
- Brought the brand to life for customers while building brand loyalty and delivering with productivity.
Retail Sales Associate
TJ Maxx
06.2008 - 06.2009
- Handled fitting room control
- Worked as a front-end cashier
- Managed merchandise assortment
- Assisted in weekly markdown
- Engaged with customers
- Offered TJX awards card to every customer
- Offered information to the customer on the current merchandise.
Retail Sales Associate
Peebles
09.2005 - 06.2008
- Engaged with customers on current merchandise
- Assisted with the register
- Managed merchandise assortment
- Handled fitting room control
- Assisted with opening and closing the store.
Retail Sales Associate
Factory Connection
01.2004 - 01.2006
- Assisted with all customers on the register
- Engaged with customers on current merchandise
- Managed merchandise assortment
- Handled weekly markdown
- Processed retail truck
- Performed opening and closing procedures.
Education
Bachelor of Science - Behavioral Aspects of Health
Grand Canyon University
Phoenix, AZ01.2025
Associate of Science -
ALABAMA SOUTHERN COMMUNITY COLLEGE
05.2008
Skills
- Managed associate team, building a solid work ethic and providing cross-training that significantly improved workflow
- As a Store Manager, resolved employee conflicts and tension using a positive approach to conflict resolution and staff development
- Facilitated communication and cooperation among departments, resulting in increased productivity and a positive work environment
- Responded to employee relations issues
- Shrinkage, loss prevention, Inventory Control, Store Operations, Merchandise Planning, Time Management, Recruiting, POS Service, Customer Service, Planograms, Trend Analysis, Driving Results, and Cashier
- Maintained and respected the confidentiality of personnel information
- Maintained a discipline that fostered a safe and positive environment in accordance with company policies
- Reported daily reports, weekly reports, yearly reports, and discipline problems to the appropriate authority immediately
- Implemented rules in a manner that motivated employees to learn and participate
- Complied with and supported company and division regulations and policies
- Recruited, interviewed, hired, and trained new employees
- Assisted new employees in the orientation process, benefits, and policies
- Advised staff on conditions of employment benefits and compensation
- Handled multiple site functions and operational activities
- Accountable for site supervising, including day-to-day activities related to safety, customer interaction, and development
- Jewelry Design
Awards
Phlebotomy Certification
References
- PATRICIA MASON, TSM, CATO Fashion, 251-362-5117
- KAWANDA WHITSETT, Finance Service Representative, World Finance, 251-362-8156
- QUANDA STRINGER, Family Service Coordinator, 706-718-1195
Timeline
Jewelry consultants and sales reps
Kay jewelers
11.2023 - Current
Scheduling Agent
Aspen Dental
01.2022 - 01.2023
Tier 1 Chat Agent
Solid State Operations
01.2021 - 12.2021
Fraud Prevention Agency
TTEC
10.2020 - 05.2021
Retail Manager
Cracker Barrel
11.2013 - 09.2019
Retail Manager
Cato Fashion
06.2009 - 11.2013
Retail Sales Associate
Gap
08.2008 - 06.2009
Retail Sales Associate
TJ Maxx
06.2008 - 06.2009
Retail Sales Associate
Peebles
09.2005 - 06.2008
Retail Sales Associate
Factory Connection
01.2004 - 01.2006
Bachelor of Science - Behavioral Aspects of Health
Grand Canyon University
Associate of Science -
ALABAMA SOUTHERN COMMUNITY COLLEGE