Lavettria Horry
Mount Pleasant,SC
Summary
Experienced Assistant Manager and Accounting bringing over 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Asst. Customer Service Manager/ Asst Accountant
Harris Teeter
06.2022 - Current
- Generated customer satisfaction surveys to analyze results into action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Manage the back office in verifying tills and making deposits.
Assistant Manager
Residence Inn by Marriott
09.2020 - 12.2022
- Advertise job openings across multiple channels
- Coordinate with department managers and team leaders to identify current and future hiring needs
- Manage candidates' information in Applicant Tracking System
- Arrange for personal / face to face interviews to be conducted by matching human resource managers' schedules with candidates
- Match requirements with candidate profile to determine that suitability requirements are met.
- Increased sales through effective merchandising strategies and targeted promotions.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Licensed Realtor
AGENTOWNED REALTY
01.2022 - 01.2022
- Listing and Selling homes or Vacant lands
- Advised sellers staging homes to be more appealing to buyers, increasing average selling prices by 90%.
Front Office Manager
Holiday Inn Express
10.2019 - 09.2020
- Direct operations at front desk and ensure customer service meets high standards for guest satisfaction
- Hire, train, and supervise front office employees, ensuring provide excellent guest services and enforce hotel policies
- Interact with customers both in person and over phone, assist with inquiries, and mitigate any guest complaints
- Handle front desk budget and order office supplies as needed
- Compile occupancy reports and financial information for general manager.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Area Recruiter and Trainer
WIS International
02.2014 - 10.2017
- Sourced for applicants using various sites
- Posted requisitions for applicants to apply to any open positions
- Phone screened applicants and invited those individuals that met qualifications for in person interview
- Initiated background investigation and drug screening
- Sent new hire paperwork and verified applicants I-9
- Went to various states and trained new hires
- Provided feedback to ensure new hires were in compliance with company standards.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Collaborated with hiring managers to understand job requirements and expectations.
- Negotiated competitive salary packages with candidates, resulting in successful offers and acceptances.
Legal Assistant
Graven Austin & Drake
04.2013 - 01.2014
- Transcribe and proofread legal documents
- File, organize, scan, copy and fax legal documents
- Schedule court depositions, hearings and other meetings
- Make travel arrangements for attorneys
- Process third party and vendor invoices
- File documents with court ahead of deadlines.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Created weekly, monthly, and quarterly expense reports.
- Supported attorneys in achieving favorable outcomes through thorough research and analysis of complex legal issues.
Call Center Supervisor
T-Mobile
02.2009 - 04.2010
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Monitor interaction between staff and callers to ensure quality assurance standards
- Expedited and facilitated escalation of callers
- Collected customer demographics and payments
- Accurately and efficiently input data utilizing exception alpha-numeric keyboarding skills
- Responded to customer calls and inquiries regarding product orders, warranty issues
- Kept apprised of products, services, promotions, and warranties.
- Supervised team of 15 employees in providing excellent customer service to callers requiring assistance for billing and repair issues.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Education
Bachelor of Arts - Paralegal
Centura College
Charleston, SC01.2012
High School Diploma -
Wando High School
Mt Pleasant SC01.2000
Skills
- Sales expertise
- Front Office
- Retail
- Property leasing
- Office Admin
- Retail marketing
- Hospitality
- Customer service
- Communication skills
- MS Office
- Data Management
Certification
- Real Estate Broker, Real Estate License, 12/2021, Present
- Senior Professional in Human Resources
Timeline
Asst. Customer Service Manager/ Asst Accountant
Harris Teeter
06.2022 - Current
Licensed Realtor
AGENTOWNED REALTY
01.2022 - 01.2022
Assistant Manager
Residence Inn by Marriott
09.2020 - 12.2022
Front Office Manager
Holiday Inn Express
10.2019 - 09.2020
Area Recruiter and Trainer
WIS International
02.2014 - 10.2017
Legal Assistant
Graven Austin & Drake
04.2013 - 01.2014
Call Center Supervisor
T-Mobile
02.2009 - 04.2010
Bachelor of Arts - Paralegal
Centura College
High School Diploma -
Wando High School
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