Summary
Overview
Work History
Education
Skills
Community Service
Timeline
Generic

LATISHA MCLEOD

Marion

Summary

Results-driven Account Manager with 6 years of experience driving revenue growth, building strong client relationships, and leading cross functional teams to achieve exceptional customer satisfaction and business results. Proven track record of consistently exceeding target sales, expanding existing accounts, and identifying new business opportunities. Skilled in account planning, relationship management, and solution selling, with a strong ability to communicate effectively and influence key decision-makers. Areas of expertise include: Business Development, Solution Selling, Team Leadership, De-Escalation, Sales, Negotiation, Communication, Conflict Resolution, Customer Relationship, Strategic Planning, Data Analysis, Collaboration.

Overview

12
12
years of professional experience

Work History

Customer Loyalty Representative

Verizon
10.2024 - Current
  • Fostered customer loyalty through personalized communication and tailored support strategies.
  • Analyzed customer feedback to identify trends and recommend service enhancements.
  • Resolved complex customer inquiries, ensuring satisfaction and retention.
  • Developed training materials for new representatives to improve onboarding efficiency.


Incident Case Manager

Char-Broil
03.2022 - 06.2024
  • Conducts investigations to determine root causes and identify areas of improvement by collecting, analyzing, and reporting data trends.
  • Leads project management teams by collaborating with: vendors, customer service, clients, carriers, operations, risk management and legal teams to ensure incident resolution.
  • Reviews cases and makes determination for appropriate resolution/escalation.
  • Active liaison and highest level of escalation in the contact center between consumer and company.
  • Sets expectations for all follow-up contacts, dates, time, correspondence, phone inquiries etc.

Lead Engagement Specialist

Char-Broil
02.2018 - 02.2022
  • Proactively provided support to clients by responding to inquiries regarding service, billing, equipment, features, activations, and/or account changes via phone/email while meeting and exceeding timeliness guidelines as outlined by company.
  • Investigated and expedited the resolution of customer concerns to effectively maximize client satisfaction.
  • Maintained Top 10% of company performance, meeting all metrics, which include: Sales, Average Handle Time, 9.8% client satisfaction rating, 100% issue resolution with a 4.6% repeat call average.
  • Demonstrated, promoted and secured orders of business by explaining the value of each product and its availability.
  • Demonstrated high standard of integrity supporting the company’s mission and values while successfully resolving potential escalations.

Administrative Assistant

DeBerry Bail Bonds
03.2014 - 08.2017
  • Analyzed, researched, and responded to inquiries according to desk procedures, ensured standards and objectives for timeliness were met.
  • Provided prompt, professional, non-judgmental customer services to the general public by accepting multiple forms of payment for bill pay accounts and accurately responding to customer inquiries.
  • Maintained database collecting most recent contact information from existing customers and potential prospect leads.
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Organized travel arrangements for senior management.
  • Carried out administrative duties such as filing, typing, copying, binding, scanning, etc. as needed.

Automotive Sales Clerk

Freedom Auto Sales
03.2014 - 08.2017
  • Greeted and engaged customers, determined their needs and showed appropriate vehicles.
  • Provided information on features, pricing, and financing options.
  • Negotiated prices and terms of sale.
  • Consistently met and exceeded sales targets and contributed to dealership goals.
  • Remained up-to-date on product knowledge, features and market trends.

Education

Masters of Business Administration -

Webster University
Myrtle Beach, SC
01.2013

Bachelor of Science - Business Administration

Morris College
Sumter, SC
01.2010

Skills

  • Microsoft Office
  • QuickBooks
  • CRM Systems
  • Budgeting
  • Types 60 WPM
  • Microsoft Excel
  • Cost Analysis
  • Marketing
  • ERO Systems (SAP, Oracle)
  • Accounting Principles
  • Presentation
  • Cloud Based Platforms

Community Service

Pee Dee Community Action, Site Monitor, Marion, SC, 2008-06, 2012-08, Conducted outreaches to identify and connect with youth and promote Outreach services and programs in low-income areas., Created a positive team atmosphere by providing quality service to clients, staff and volunteers through active listening, and issue resolution., Ensured program remained in compliance with government guidelines as outlined by State and Federal policies., Identified Potential fraud and abuse incidents., Provided employee orientation, training, breaks and overtime assignments, as well as created instructional documentation to maintain written monitoring procedures., Monitored and reported site activities, progress and issues Coordinated with teams stakeholders and vendor., Surveyed and ensured smooth operation of multiple sites, projects and programs in the local Pee Dee area.

Timeline

Customer Loyalty Representative

Verizon
10.2024 - Current

Incident Case Manager

Char-Broil
03.2022 - 06.2024

Lead Engagement Specialist

Char-Broil
02.2018 - 02.2022

Administrative Assistant

DeBerry Bail Bonds
03.2014 - 08.2017

Automotive Sales Clerk

Freedom Auto Sales
03.2014 - 08.2017

Bachelor of Science - Business Administration

Morris College

Masters of Business Administration -

Webster University

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LATISHA MCLEOD