Latoya Powell
Chino
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Virgin Voyages
09.2022 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
Traffic Officer II
City of Los Angeles
08.2011 - 07.2022
- Maintained a visible presence in high-traffic locations during peak travel times to deter potential violations and promote adherence to traffic laws among motorists.
- Increased overall efficiency of departmental operations by contributing to the development of standard operating procedures for Traffic Officers.
- Coordinated with other law enforcement agencies during special events to manage traffic control operations efficiently.
- Assisted in the timely resolution of traffic collisions by conducting on-scene investigations and providing accurate reports to involved parties.
- Kept accurate records related to daily activities, incidents encountered, and actions taken during patrols in accordance with established documentation guidelines.
- Evaluated complaints from residents about recurring congestion issues in specific neighborhoods leading to targeted interventions aimed at alleviating such concerns where possible.
- Collaborated with engineers and planners to design safer streets incorporating pedestrian-friendly features like crosswalks and traffic calming measures.
- Maintained up-to-date knowledge of relevant legislation, regulations, policies, and procedures to effectively enforce compliance among road users.
- Offered exceptional customer service while interacting with motorists seeking assistance or information pertaining to their rights as drivers or passengers in various situations involving vehicle operation or parking restrictions.
- Participated in ongoing professional development opportunities through attendance at training seminars and workshops to enhance knowledge and skills relevant to the role of a Traffic Officer.
- Supported city planning initiatives by providing input on potential impacts of new developments or infrastructure projects on existing traffic patterns.
- Responded to emergency calls to provide assistance to citizens in need.
- Utilized clear communication and interpersonal skills to build relationships with citizens.
Customer Service Representative
Comcast
06.2006 - 07.2011
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Arts - Psychology
University of Houston
Houston, TX06-2006
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Training and mentoring
- New hire training
- Handling escalations
- MS office
Accomplishments
- Supervised team of 20 staff members.
- Achieved a 98% issue resolution rate, ensuring quick and effective solutions to customer problems
- Successfully retained over 95% of customer accounts through proactive follow-ups and resolution of complex issues
Certification
- Project Manager Certification, Virgin Voyages, January 2025
Timeline
Customer Service Supervisor
Virgin Voyages
09.2022 - Current
Traffic Officer II
City of Los Angeles
08.2011 - 07.2022
Customer Service Representative
Comcast
06.2006 - 07.2011
Bachelor of Arts - Psychology
University of Houston
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