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Latoya Baker
Toronto,Canada
Work Preference
Summary
Experienced in customer service management and campaign strategy, with a focus on enhancing client satisfaction and driving operational excellence. Skilled in analyzing performance metrics and implementing strategic changes that boost service quality. Proven ability to mentor teams and collaborate cross-functionally to achieve business objectives.
Overview
3
3
Languages
13
13
years of professional experience
Work History
Customer Service Manager
White Feather Aesthetics
Bridgetown, Barbados
09.2022 - 06.2026
- Coordinated daily operations of customer service department, achieving high client satisfaction standards.
- Mentored and trained a team of customer service representatives to enhance service quality and efficiency.
- Developed customer feedback mechanisms to pinpoint service improvement areas.
Campaign Manager
WWWPromoter
Toronto, Canada
04.2016 - 06.2024
- Devised and executed comprehensive digital marketing campaigns across multiple platforms to increase brand visibility.
- Analyzed campaign performance metrics to optimize strategies and maximize return on investment (ROI).
- Managed campaign budgets, ensuring cost-effective allocation of resources.
- Enhanced social media platforms with regular updates and strategic improvements to boost audience engagement.
- Edited, rewrote, and posted content on business website and social media pages to strengthen brand messaging.
- Collaborated with cross-functional teams to align marketing efforts with key business objectives, ensuring cohesive strategy.
- Worked remotely, collaborating with team members through virtual meetings and digital communication tools.
Licensing Specialist
Copyright Society of Composers Authors and Publishers Inc. (COSCAP)
Bridgetown, Barbados
01.2018 - 08.2022
- Processed license applications and collected royalties, facilitating fair compensation for use of copyrighted musical works.
- Administered music licensing processes to ensure compliance with copyright laws, safeguarding intellectual property rights.
- Maintained accurate records of licensing agreements and royalty payments.
- Addressed inquiries from music users about licensing requirements and procedures, enhancing user understanding and satisfaction.
Business Account Manager
Cable & Wireless Communications
Bridgetown, Barbados
11.2013 - 09.2017
- Achieved 15% year-over-year revenue growth within the assigned client base.
- Managed portfolio of business clients, building strong relationships that enhanced client retention.
- Identified client needs and proposed customized telecommunications solutions, including voice, data, and internet services to address specific challenges.
- Negotiated service level agreements and contract terms to align client expectations with company standards.
Education
Bachelor of Arts - Psychology
The University of the West Indies Cave Hill Campus
Bridgetown, Barbados07-2010
Associate degree - Law and Account
Barbados Community College
Bridgetown, Barbados07-2007
Skills
- Customer Service
- Service management
- Customer experience strategy
- Relationship building
- Service Operations
- CRM software
- Support Management
- Contract negotiation
- Time management
- Problem Solving
- Multitasking
- Attention to detail
- Effective communication
- Cross-functional teamwork
- Relationship building
- Team building
- Team building
Languages
English
Full Professional
French
Limited
German
Elementary
Timeline
Customer Service Manager
White Feather Aesthetics
09.2022 - 06.2026
Licensing Specialist
Copyright Society of Composers Authors and Publishers Inc. (COSCAP)
01.2018 - 08.2022
Campaign Manager
WWWPromoter
04.2016 - 06.2024
Business Account Manager
Cable & Wireless Communications
11.2013 - 09.2017
Bachelor of Arts - Psychology
The University of the West Indies Cave Hill Campus
Associate degree - Law and Account
Barbados Community College