LATOYA LASCELLES
Bridgetown,Barbados
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
TECHNICAL SERVICE SUPERVISOR - CRR & CLAIMS
UNICOMER BARBADOS LTD
BRIDGETOWN
06.2016 - Current
- Assigned, trained and managed service staff to ensure quality customer service.
- Developed and implemented departmental policies and procedures for efficient operations.
- Monitored daily performance of team members to ensure compliance with company standards.
- Performed regular inspections of work areas to identify potential safety hazards.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- Conducted weekly meetings with team members to discuss goals and objectives.
- Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Identified training needs among staff members and provided appropriate coaching sessions.
- Provided guidance on best practices related to customer service processes.
- Recruited, interviewed, hired, evaluated, promoted, disciplined and terminated employees as needed.
- Created detailed reports outlining operational metrics such as sales figures, labor costs.
- Built strong relationships with customers through effective communication skills.
- Established clear expectations for employees in terms of job duties and responsibilities.
- Collaborated closely with upper management on special projects aimed at increasing profitability.
- Supervised team of employees and delegated duties and responsibilities to each member.
- Delivered exceptional customer service and handled inquiries and complaints.
- Addressed areas that needed improvement and observed team's performance.
- Aided onboarding team members with one-on-one training sessions.
- Participated in various learning and educational opportunities to update and maintain job knowledge.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
SPRINGER MEMORIAL SECONDARY SCHOOL
GOVERNMENT HILL ST MICHAEL06-2000
Skills
- Inspections management
- Progress Monitoring
- Policy Enforcement
- Task Delegation
- Supervisory role experience
- Cash Reconciliation
Timeline
TECHNICAL SERVICE SUPERVISOR - CRR & CLAIMS
UNICOMER BARBADOS LTD
06.2016 - Current
SPRINGER MEMORIAL SECONDARY SCHOOL
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