Center Representative Service Agent

LATONIA

POWELL

Business Graduate with Education and

Experience Birmingham, AL

******.*******@*****.*** 205-***-****

Seeking a position in which I could utilize my business, managerial and marketing experiences as well as my academic training and skills to positively impact company goals. Authorized to work in the US for any employer. WORK EXPERIENCE

Customer Success Specialist/Online Customer Service Representative SYKES/SITEL (Wells Fargo/Capital One)

AL October 2021 - Present

Call center representative and online customer service agent. Working with Administration, Digital Tech, & Finance all on a multi-line phone system, using multiple computer monitors, at once, for accuracy and great customer care.

Operations Office Administrator / Operations Dispatch (Over Alabama and Parts of Tennessee) Security Engineers-Birmingham

AL October 2019 to October 2021

Emailing, copying, Faxing, Payroll, PTO processing, Filing, Shift filling, Dispatching calls, Dispatching officers out to different client locations, Scheduling posts, scheduling meetings, H.R. Reports, PMRs, Personnel Status changed, Terminations, payroll correction and deductions, Human Resources, information specialist, operations scheduling, P&L control, process improvements, conflict resolution, officer management…. Administration Multi-Unit Supervisor

HMSHost - Birmingham,

AL July 2017 to Oct 2019

Customer service and satisfaction, supervising more than one restaurant at a time. Working directly with Operations Managers on Performance Management, Staffing, Management Proficiency, Coordination, Coaching, Developing Standards, Financial Planning and Strategy, Process Improvement, Decision Making, Strategic Planning, Quality Management, End of Day close outs, On-Hand Adjustments, Shrink Management, Prepare planograms, Administration

Store Manager

Subway (Circle K) - Birmingham,

AL February 2015 to July 2017

Running a successful store, beating PY sales, budgeting, controlling finances, hiring, payroll, keeping up with daily, weekly and yearly audits and sales, customer service, controlling labor while increasing sales and managing inventory. Administration

Grill Manager

Smoke House - Birmingham,

AL April 2015 to December 2015

Responsibilities Cook multiple special orders at once, prep hot table foods as well as specialty order foods, comply with state and county health choices, keep my work address clean and sanitized, with solo in a fast-paced environment. Accomplishments I'm being told that since I've been the grill manager the breakfast crowd had come back. It was slow when I started. Now breakfast is earning revenue again. Skills Used Resourcefulness, alertness,

focus, speed

Assistant Manager

Captain Ds - Birmingham,

AL December 2015 to May

2016

Responsibilities Opening store, closing store, customer service, money management, performance management, coaching, process improvement, financial planning and strategies, quality management Skills Used customer service, team building and leadership, money management, Safe Serv qualifications and standards. Administration

Manager/Supervisor

Dollar General - Birmingham,

AL April 2013 to May 2015

Working directly with General Manager and District Manager, Performance Management, Customer Service, Staffing, Management Proficiency, Coordination, Coaching, Developing Standards, Financial Planning and Strategy, Process Improvement, Decision Making, Strategic Planning, Quality Management, End of Day close outs, On-Hand Adjustments, Shrink Management, Prepare planograms, Administration Administrative

Assistant

Starr Entertainment

Promotional November 2011 to

January 2014

Working directly with the CEO, board members & volunteers by organizing events, electronic filing, appointment scheduling & reminding, audits, as well as, use of Microsoft Office, Word, PowerPoint, Access, and Excel, *Co-Chairman~ Simply United Together non-profit organization- Birmingham, AL Administration EDUCATION

Bachelor of Arts in Business

Management / Healthcare Administration

American InterContinental University - Atlanta,

GA 2011

Associate of Arts in Medical Coding and

Billing

American InterContinental University - Atlanta,

GA 2010

SKILLS

Customer Service (20+), Administration (10+), Online Customer Success Specialist (2 year), Online Customer Tech Support (2 year), Retail Management (4 year), Restaurant/Hospitality Management (15+ years), Club Management (4 years), Office Management (5+years), Non-Profit Management (10+ years), Customer Service Management (20+ years)

LINKS

http://www.linkedin.com/latoniapowell

CERTIFICATIONS AND LICENSES

ADDITIONAL INFORMATION

PROFESSIONAL

SKILLS: (OFFICE)

Microsoft Office * Chronos* Cisco* Java* Softphone* UiPath* Windows Systems* Skype* Zoom* Kronos* WFO* Quick Books* Java* Adobe* Problem Solving Skills• Data Collections• Apply deductive, logical reasoning and make independent decisions; recognize emergency and hazardous situations. • Effectively diffuse any conflicts between personnel. • Provide training on conflict resolution. **Customer Service**• Knowledge of principles and processes for providing customer and personal services. • Expertise in customer needs assessment and meeting quality standards for services. • Skilled in the evaluation of customer satisfaction.

**Communication Skills**• Proficient at written and oral comprehension and expression. • Adept at diffusing confrontational situations, resolving them appropriately. • Strong social perceptiveness through working with a diverse variety of people. **Trained in Microsoft Office; pertaining (not limited to), Excel, PowerPoint, Access, and Word (HOSPITALITY) ***Being able to multitask and prepaid multiple meals. ***Comply with health codes. ***Clean and sanitized work area. ***Utilize Focus, Alertness, and Speed.

***SELF

MOTIVATED

***GOAL ORIENTED

COMPUTER LITERATE

MULTI-SYSTEMS, LINES, AND MONITORS PROFICIENT

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