Summary
Overview
Work History
Education
Skills
Timeline
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SUNIEINA LATCHMAN

Miami,FL

Summary

I have a proven track record in enhancing customer satisfaction and optimizing investment strategies, notably with Alorica and as a Self Employed Services Real Estate Investment Analyst. Excelled in relationship building and advanced financial modeling, achieving significant client retention and transaction success. Skilled in empathetic communication and technical analysis, demonstrating a unique blend of interpersonal and analytical abilities.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

5
5
years of professional experience

Work History

Customer Support Specialist

Alorica
10.2023 - Current
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Real Estate Investment Analyst

Self Employed Services
01.2021 - Current
  • Strengthened relationships with industry professionals such as brokers, developers, attorneys, appraisers during networking events and conferences.
  • Optimized investment strategies for clients with comprehensive risk assessments and financial modeling.
  • Leveraged advanced technical skills in software applications such as Argus Enterprise and Excel; improving speed and accuracy of analyses.
  • Collaborated with cross-functional teams to evaluate and complete successful property transactions.

2-14 Life and Variable Annuities License Agent

Primerica
01.2020 - Current
  • Resolved caller issues quickly and thoroughly.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

Assistant Manager

Circle 3
09.2022 - 01.2023
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Leadership Team Member

Carvonis Group
12.2019 - 01.2021
  • Mentored junior team members, fostering a culture of continuous learning and skill development.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Led change management efforts, successfully navigating organizational transitions while maintaining employee morale and engagement.
  • Increased employee retention by designing and implementing comprehensive training programs.

Trainer Coordinator

Exquisite
08.2019 - 12.2019
  • Improved trainee performance with regular evaluations and constructive feedback.
  • Boosted employee retention by conducting engaging and interactive training sessions.
  • Promoted a positive learning environment through effective communication and motivational techniques.
  • Assessed individual learning needs, tailoring instruction accordingly for maximum impact.
  • Increased trainer productivity by establishing clear expectations and providing ongoing support.

Education

High School Diploma -

JCSS High School
06.2012

Skills

  • Complaint Handling
  • Customer Relationship Management (CRM)
  • CRM Software
  • Call center experience
  • Quality Assurance
  • Customer Response
  • Problem-solving abilities
  • Call Center Operations
  • Active Listening

Timeline

Customer Support Specialist

Alorica
10.2023 - Current

Assistant Manager

Circle 3
09.2022 - 01.2023

Real Estate Investment Analyst

Self Employed Services
01.2021 - Current

2-14 Life and Variable Annuities License Agent

Primerica
01.2020 - Current

Leadership Team Member

Carvonis Group
12.2019 - 01.2021

Trainer Coordinator

Exquisite
08.2019 - 12.2019

High School Diploma -

JCSS High School

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SUNIEINA LATCHMAN