Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic

Latricia Somesso

Plantation

Summary

Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Brilliant Customer Solutions Inc
Jasonville
10.2010 - Current
  • Designed strategies in collaboration with senior management to enhance service quality.
  • Maintained current knowledge of company products, services, pricing, and promotions.
  • Liaised with marketing, sales, and IT departments to ensure effective customer service operations.
  • Conducted quality assurance checks on agent calls to uphold response accuracy.
  • Analyzed call center data to uncover trends in customer issues and propose solutions.
  • Acted as point of contact for customers and internal teams on escalated issues.
  • Reviewed customer feedback and complaints to pinpoint areas for improvement in service processes.

Assistant Property Manager

Southern States Management Group
Jacksonville Beach
01.2010 - 01.2013
  • Ensured compliance with local laws and regulations in property management practices.
  • Developed policies for tenant leases, payments, and deposit handling procedures.
  • Collected first month's rent and security deposit prior to tenant move-in dates.
  • Conducted regular property inspections to identify necessary repairs or improvements.
  • Monitored building maintenance, coordinating with contractors for timely repairs.
  • Processed prospective tenant applications, verifying credit history and employment status.
  • Maintained accurate records of tenant transactions, including payments and late fees.
  • Resolved tenant complaints promptly while fostering positive relationships.

Night Auditor

Howard Johnson
Jacksonville
11.2007 - 11.2010
  • Compiled daily reports summarizing hotel activity, occupancy rates, and revenue details.
  • Reviewed previous day's sales figures to assist management analysis.
  • Processed guest check-outs, including payment transactions and issuance of receipts.
  • Resolved customer issues promptly while maintaining high professionalism standards.
  • Ensured compliance with check-in and check-out procedures by front desk staff.
  • Verified accuracy of charges prior to finalizing bills for guests.
  • Responded to inquiries regarding hotel services, reservations, and directions.
  • Maintained a secure environment to safeguard guests' property and assets.

Office Manager

JDB Group Inc
Jacksonville
01.1997 - 07.2002
  • Facilitated recruitment, onboarding, and training of new employees.
  • Maintained confidential personnel records to ensure data integrity.
  • Resolved customer inquiries promptly, fostering positive client relationships.
  • Supervised staff, organized schedules, and delegated tasks effectively.
  • Managed front desk operations, greeting visitors and directing inquiries appropriately.
  • Processed payroll accurately, ensuring timely payment for all employees.
  • Organized company events, including holiday parties and team-building activities.
  • Developed and implemented comprehensive office policies and procedures.

Education

Associate of Science - Nursing

Washburn University of Topeka
Topeka, KS
05-2004

Skills

  • Customer service and support
  • Quality assurance and controls
  • Data analysis and research
  • Escalation and conflict resolution
  • Training and development
  • Team collaboration and building
  • Regulatory compliance
  • Performance metrics management
  • Effective communication skills
  • Problem solving strategies
  • Customer relationship management (CRM)
  • Time management techniques
  • Issue resolution processes
  • Process improvement specialist
  • Project management expertise
  • Proficient in software applications
  • New hire training and mentoring
  • Call monitoring practices

Languages

Spanish
Limited
English
Professional

Certification

  • Certified Nursing Assistant

References

References available upon request.

Timeline

Customer Service Manager

Brilliant Customer Solutions Inc
10.2010 - Current

Assistant Property Manager

Southern States Management Group
01.2010 - 01.2013

Night Auditor

Howard Johnson
11.2007 - 11.2010

Office Manager

JDB Group Inc
01.1997 - 07.2002

Associate of Science - Nursing

Washburn University of Topeka

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