Latoya Smith
Brooklyn,New York
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Amazon
01.2024 - Current
- Efficiently processed an average of 500 customer returns per day within Amazon's fulfillment centers, ensuring timely evaluation and disposition of items.
- Played pivotal role in safeguarding customer trust by meticulously assessing the condition of returned items, contributing to a 20% reduction in negative feedback related to returns.
- Implemented streamlined processes for evaluating returned merchandise, resulting in a 15% increase in the number of items deemed eligible for resale.
- Collaborated closely with warehouse teams to maintain a smooth flow of returned items through the inspection and reintegration process, achieving a 25% reduction in backlog.
- Consistently met or exceeded productivity targets, achieving a 98% accuracy rate in identifying items suitable for resale, contributing to enhanced customer satisfaction.
- Actively participated in continuous improvement initiatives, providing valuable feedback to optimize return handling procedures, resulting in a 10% increase in operational efficiency.
Direct Support Professional /Supervisor
Heaven's Hands Community Services
10.2012 - Current
- Directed and delivered regular on-site job coaching, support, and supervision to a team of DSP staff to enhance their performance and ensure adherence to agency policies
- Implemented a comprehensive training program, equipping DSP staff with essential skills and knowledge required to provide top-quality care to individuals, resulting in a 20% increase in client satisfaction scores
- Conducted daily audits for the day program, meticulously assessing staff performance and ensuring compliance with established protocols, leading to a 15% reduction in operational errors
- Played a pivotal role in fostering a culture of continuous improvement and professional growth, resulting in a 30% decrease in staff turnover and a 20% increase in staff morale and job satisfaction
- Supervised individuals in the community at volunteer sites and on community outings and oversaw the safety and well-being of all participants
- Spearheaded the planning of daily activities and events
- Directed day-to-day administrative and operational functions in the absence of the manager
- Assisted with the development of individuals' comprehensive service planning
- Enhanced business productivity by completing all documentation and required paperwork including, but not limited to, daily attendance, datasheets, van logs, and communication logs with 100% accuracy
- Achieved and exceeded in the compliance of mandatory training requirements
- Monitored and inspected staff processes to eliminate hazards posed for staff while ensuring continuous compliance with regulations
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Security Personnel Specialist
Classic Security
07.2003 - 12.2010
- Monitored and authorized entrance and departure of 5,000+ employees, visitors, and other persons to guard against theft and maintain security of premises.
- Immediately responded to security violations, alarms, and other emergency situations.
- Exercised sound judgment and maintained confidentiality at all times.
- Excellent ability to detect problems and report information to appropriate personnel.
- Strong ability to maintain and follow safety procedures.
- Remarkable ability to resolve customers' complaints.
Office Assistant
Caritas Health Care Inc.
02.2006 - 01.2009
- Logged an average of 50 visitor identifications per day into the electronic visitors' log, ensuring swift notification to employee contacts and/or security personnel.
Managed a multi-line switchboard system, handling an average of 100 calls per day with professionalism and courtesy, maintaining a 95% satisfaction rate from employees and guests.
Maintained inventory levels of office supplies, ensuring availability of essential items at all times, resulting in a 20% decrease in supply-related disruptions.
Orchestrated and scheduled 25 business meetings and travel arrangements for corporate events monthly, ensuring seamless coordination and efficient use of time for all participants. as first point of contact for visitors and staff, promptly entered identification into electronic visitors' log and immediately notified employee contact and/or security - Efficiently operated multi-line switchboard and provided professional, courteous and reliable reception coverage for employees and guests
- Maintained an organized, clean and professional working environment well stocked with office supplies
- Coordinated, scheduled and arranged business meetings and travel calendars for corporate events.
Education
High School Diploma -
Rockville University
2002
Skills
- Training and mentoring
- Administrative support
- Team building
- MS Word, Excel & PowerPoint
- Time management
- Prioritization
- Strong analytical & interpersonal skills
- Staff management
Timeline
Customer Service Representative
Amazon
01.2024 - Current
Direct Support Professional /Supervisor
Heaven's Hands Community Services
10.2012 - Current
Office Assistant
Caritas Health Care Inc.
02.2006 - 01.2009
Security Personnel Specialist
Classic Security
07.2003 - 12.2010
High School Diploma -
Rockville University