Customer Service Manager

PHONE- 727-***-****

E-MAIL- ***********@*****.***

LATORRA RANDLE

Summary of qualifications

Over 10 years of experience in the Management

and Customer Service field. A hardworking and

dependable professional that works well under

pressure. Strong proven abilities in problem

solving with a focus on corporate goals while

exceeding personal and team objectives. Excellent

communicator who performs well in teams as well as

independently.

Strong Communication Skills

Strong Leadership and Problem solving skills.

Strong Organization and Planning skills.

Ability to easily grasp complex situations; adapt

and learn quickly.

Document Management skills.

Experience in Microsoft Office including Excel,

Word, and PowerPoint

Strong experience in ACD systems, Cisco and NICE

IEX workforce management systems

Professional Profile

2004 - Present First Advantage Corporation

Customer Service Manager

St. Petersburg

Supervised 30 agents in 3 different locations, St

Pete, Indy and Manila

Responsible for development and implementation of

offshore operation in Manila PH

Worked directly with account management to improve

client experience

Provided leadership to all staff to accomplish

goals and objectives while working within company

guidelines.

Delivered weekly 1:1 scorecards to agents

Responsible for all coaching and counseling,

including yearly review process

Responsible for daily reporting including ASA,

SLA, AHT, Adherence and quality scores

Interviewed all new agents

Trained all new agents on all product lines

including fingerprinting, I9, criminal, background

and quality

Responsible for daily on-the-job training for new

hires.

Recruit and hire new employees based on company

standards.

Managed 4 employees overseas.

Any other task as assigned by the Director.

Implemented workforce management system which

reduced staffing levels by 20% in 6 months

Worked closely with product managers to improve

client facing platforms, reduced calls by 15% for

top 3 call drivers

KBase manager (conducted weekly meetings with the

team across the globe to ensure the weekly updates

were being met)

Served as main daily point of contact for

financial industry, including 3 fortune 500 banks

2003-2004 Kelly Services

St. Petersburg

Customer Service

Temporary assignment through First Advantage

2002-2003 St. Petersburg Times

St. Petersburg

Customer Service/Data Entry/Online Specialist

Assisting New and Existing customers with

obtaining the newspaper.

Supported online technical difficulties

Assisted the Supervisor with any escalated call

backs.

Responsible for researching billing error claims

and contacting the Customer by telephone about

invoices.

2002-2002 Dolphin Beach Resort

St. Petersburg Beach

Front Desk Supervisor

Respond to customer inquiries, request or

complaints regarding accounts and payments.

Assists the owner with resolving customer issues.

Managed the front desk with check in's and check

outs.

Managed the teams scheduling and assisted with any

employee concerns.

Education

2001- Lakewood High School- Diploma

St. Petersburg, FL

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