Latrina Gaffney
Charlotte
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
5
5
years of professional experience
Work History
Supervisor
Charter Communications
Charlotte
02.2023 - Current
- Consistently meet and or exceeded the daily and weekly retention goals set by leadership.
- Held team meetings, engaged with all my agents that work from home and in the office to build up the team’s spirit, keep them on top of policies and business rules and assist them with overcoming any objections they may have.
- Monitored the team’s attendance and progress.
- Supervised team operations, ensuring efficient service delivery to customers.
- Trained staff in company policies and procedures for consistent performance.
- Conducted regular performance evaluations to maintain high-quality standards.
- Coordinated schedules and resource allocation for optimal workflow management.
Residential Retention Agent
Charter Communications
Charlotte
12.2020 - 12.2023
- Respond to inbound retention calls efficiently by using the call flow.
- Answer questions pertaining to billing, pricing, and products.
- Enhanced the customers experience by providing excellent customer service.
- Assisted customers with service inquiries and account management tasks.
Education
Suny Morrisville College
Syracuse, New YorkSkills
- Performance evaluation
- Team supervision
- Scheduling coordination
- Customer retention strategies
- Policy training
- Customer relationship management
Accomplishments
02/02/23, Recognized for hard work as a Residential Retention Representative, ranked amongst the top 20 in the Charter Enterprise and awarded with an all-expense paid trip to Puerto Rico.
References
Available upon request.
Development
- Building High Performing Teams
- Addressing Poor Work Habits
- Building Trust in Your Work Environment
- Everyday Engagers
- Engaging Quiet Quitters
- Handling Emotional and Upset Employees
- Influencing Others to Make Things Happen
- Giving Feedback for Improvement
- Coaching – Moving People Forward
Timeline
Supervisor
Charter Communications
02.2023 - Current
Residential Retention Agent
Charter Communications
12.2020 - 12.2023
Suny Morrisville College