Customer Service Client Services

LATANYA R HARSLEY

SUMMARY

Dedicated and results-oriented professional with over 30 years of experience in managerial and leadership roles. Proven track record of monitoring performance metrics, addressing escalations, and driving continuous improvement initiatives. Demonstrated expertise in managing complex assignments, while maintaining high standards of client services, and resolving issues. Proficient in data analysis, communication, and team leadership.

PROFESSIONAL EXPERIENCE

LEAD ENTERPRISE ORDER FULFILLMENT, SPECTRUM COMMUNICATIONS, 2023 – 2024

•Efficiently executed order creation agreed upon through effective collaboration with Sales and clients.

•Daily monitored Dashboards used by Specialists to complete orders and maintain required daily production and completion within SLA.

•Daily assigned orders to make sure Specialists continuously move order requests, Escalations and ECAFs from Order to created or completion.

•Ensured compliance with production and quality standards, consistently delivering high-quality client services while performing all duties and responsibilities of fulfilling orders.

•Resolved instances outside of SLA by reconciling work in progress and completion times against estimated timeframes.

•Recommended improvements to senior leadership by preparing comprehensive status reports and analyzing pertinent data, contributing to enhanced operational efficiency.

•Handled Escalations via delegation or directly and provided actionable feedback to maintain resolution integrity, fostering positive client relationships.

•Monitored Specialist orders and offered constructive feedback, assistance or training during the order fulfillment process.

OF/SDM RESOLUTION ANALYST, SPECTRUM COMMUNICATIONS, 2023 – 2023

•Reviewed Jeopardies generated by Non-Voice Order Fulfillment and SDM teams, analyzing service requests for correction and determining appropriate solutions.

•Utilized Opportunity and Status Requests create new or update existing customers’ accounts by way of upgrade, migration, change of account services.

•Owned the entire process of resolving service requests from creation of Service Request Quote to Quality, ensuring timely and accurate resolution.

•Tracked and documented orders, identifying trends and areas for improvement within the order management and order fulfillment processes.

•Provided coaching opportunities for Order Management and Order Fulfillment leaders by way of “In Jeop-ing”, offering guidance and support to enhance team performance and efficiency.

ASSISTANT LEAD ENTERPRISE ORDER FULFILLMENT, SPECTRUM COMMUNICATIONS, 2021 – 2023

•Supported the oversight of Order Fulfillment Specialists and Courier Specialists in the creation and scheduling of accounts for installation of business customers.

•Monitored dashboards, assigned orders, and addressed escalations promptly, resulting in timely feedback and continuous improvement.

•Assessed productivity levels within the department to optimize efficiency.

•Provided daily progress updates to the Manager, along with improvement recommendations based on analyzed data.

SENIOR ENTERPRISE ORDER FULFILLMENT, SPECTRUM COMMUNICATIONS, 2016 – 2021

•Created orders and engaged customers as needed for edit or schedule of orders.

•Performed order fulfillment for Enterprise Business COAX and Fiber customers, maintaining accountability for complex assignments such as data migration, calendar management, and records management.

•Upheld production and quality standards, delivering high-quality client services while performing key duties and responsibilities.

LATANYA R HARSLEY

OTHER RELEVANT PROFESSIONAL EXPERIENCE

2015 - 2016, Spectrum Communications, Trunking Specialist (name change only - Dept. Merge)

•Handle order entry, schedule installation, modify existing accounts for Bulk and Business customers—as well as contact customer to

•discuss installation services or questions and concerns for the day of install. Obtain and assist to verify accuracy of legal

•documentation and customer records such as Authorizations (LOAs & RespOrg) and Toll Free Bill Copies. Assist Account

•Coordinators and Sales Representatives with gathering information in preparation for order entry for installs and activations. Key and

•MRRv Fiber Orders. Key and modify Hospitality Bulk orders. Utilize applications to modify orders, address conflicts, cancel

•orders and concurrence issues from donor LECs. Perform other duties as required.

2014 - 2015, Spectrum Communications, Service Activation Rep (SAR)

•Handle order entry, schedule installation, modify existing accounts for Bulk and Business customers—as well as contact customer to

•discuss installation services or questions and concerns for the day of install. Obtain and assist to verify accuracy of legal

•documentation and customer records such as Authorizations (LOAs & RespOrg) and Toll Free Bill Copies. Assist Account

•Coordinators and Sales Representatives with gathering information in preparation for order entry for installs and activations. Key and

•MRRv Fiber Orders. Key and modify Hospitality Bulk orders. Utilize applications to modify orders, address conflicts, cancel

•orders and concurrence issues from donor LECs. Perform other duties as required.

2005 - 2014, GLH Enterprise, Operations Manager

•Head of restaurant operations and management

• oversee daily functions of preparing food safely

•provide customers the best service possible--while promoting our product

•hiring, training, supervising

•accounting and scheduling. Handle all call-in orders for pick-up or delivery.

1995 - 2012, Alltimes Towing Co, Manager

•Handle all office functions including, accepting applications and make recruitment calls

•dispatch emergency service

•handle accounts payables and receivables

•analyze all tax related documents and deliver to CPA on a monthly, quarterly and yearly basis

1994 - 2001, Trans World Airlines (TWA), Fuel Accounts Analyst

•Manage, monitor and update fuel pricing used in fueling the operational fleet of the airlines throughout the various airports.

•With a $2mil weekly budget, forecast and authorize wire payments for jet fuel, gasoline and oil needed at airports.

• Work closely with Accounts Receivable Departments of fuel and oil vendors on pricing, taxes and billing issues.

1993 - 1994 Trans World Airlines (TWA), Reservations Sales Agent

• Mastered the art of multitasking in a fast-paced customer service environment.

• Utilized strong customer service skills to ensure guest satisfaction and resolve any issues efficiently.

• Acquired in-depth knowledge of reservation systems to streamline booking processes.

• Implemented effective sales techniques to boost revenue and drive customer engagement.

EDUCATION

1988 - 1992 Webster University — Bachelor of Arts, Business Management/Administration

SKILLS

Proficient in CSG Billing, Salesforce, Sharepoint, OSM, Case Creation, Excel, and Word

Strong analytical skills with the ability to review and analyze with effective results

Excellent problem-solving abilities, with a focus on finding innovative solutions

Effective communication and interpersonal skills, able to collaborate with cross-functional teams

Detail-oriented with a commitment to accuracy and quality

Experience in providing coaching and support to team members

Experience with use of restaurant equipment including meat slicers, labeling, temperature gauges, and food warmers

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