Summary
Overview
Work History
Education
Skills
Timeline
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Latrese Brown

Baltimore,MD

Summary

Dynamic professional with extensive experience in customer service and support, notably at Verizon Wireless. Excelled in enhancing first-call resolution rates and customer satisfaction through effective problem-solving and empathy. Skilled in technical troubleshooting and fostering customer relationships, demonstrating a proven track record of improving service delivery and operational efficiency.

Overview

2025
2025
years of professional experience

Work History

Support Specialist

USPI
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Organized patient charts with diligence, ensuring accurate documentation of vital signs, medications, and treatment plans.
  • Coordinated transportation services for discharged patients when needed, ensuring safe arrivals at their destinations.
  • Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
  • Provided exceptional customer service to patients and families through empathetic listening and clear communication skills.
  • Participated in unit meetings, offering valuable input on process improvements and patient care initiatives.
  • Managed inventory of unit supplies, placing timely orders to maintain adequate stock levels.
  • Improved patient care by efficiently managing medical records and transcribing physician orders.
  • Supported nursing staff by performing administrative tasks such as filing, photocopying, and answering phones.

Head Cashier

Home Depot
  • Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
  • Educated employees on register use, merchandising, and customer service.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.

Customer Service Support Specialist

Verizon Wireless
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
  • Collaborated with team members to ensure consistent quality in customer interactions.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.

Sterile Processing Technician

USPI
01.2024 - Current
  • Wrapped trays, instrument packs, and sets.
  • Followed OSHA, FDA and AAMI guidelines related to sterilization in compliance with administrative regulations.
  • Supported surgical teams effectively by preparing instrument trays according to procedure requirements.
  • Reduced risk of infections by maintaining a clean and sterile environment within the processing area.
  • Decontaminated surgical instruments to remove bacteria and other contaminants before sterilization.
  • Ensured timely availability of surgical instruments by prioritizing urgent requests and efficiently managing workload.
  • Verified and maintained proper documents and records for sterilization.
  • Recorded biologicals and test results.
  • Handled and disposed of sharps, biohazards and other hazardous materials in accordance with established protocols.

Education

Baltimore City Community College
Baltimore, MD

Skills

  • Customer service
  • Remote support
  • Support services
  • Customer relationship management
  • Training and coaching
  • Technical troubleshooting
  • Empathy and patience
  • Activity planning
  • Software expertise
  • Escalation handling
  • Service desk operations
  • Data collection

Timeline

Sterile Processing Technician

USPI
01.2024 - Current

Support Specialist

USPI

Head Cashier

Home Depot

Customer Service Support Specialist

Verizon Wireless

Baltimore City Community College

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Latrese Brown