Latanya Broughton
Kingston
Summary
Highly organized and customer-focused professional with extensive experience in administrative support and customer service. Adept at handling customer inquiries, resolving complaints, and maintaining positive client relationships. Strong background in office administration, effective communication, and problem-solving. Passionate about delivering exceptional service to enhance customer satisfaction and organizational success. Skilled in Microsoft Word and adept at training new hires, contributing to a collaborative and efficient work environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Ardenne High School
03.2021 - Current
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted in onboarding new students, and coordinating orientation schedules to ensure a smooth integration into the team.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained inventory of office supplies and placed orders.
Principal’s Executive Secretary (Acting)
Ardenne High School
09.2023 - 11.2023
- Handled confidential information in professional manner.
- Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Served as a liaison between executives, staff members, clients, and stakeholders to maintain effective communication channels.
- Enhanced executive productivity by efficiently managing schedules and appointments.
- Transcribed phone messages and relayed to appropriate personnel.
- Boosted morale within teams by fostering a positive work environment with open lines of communication.
- Strengthened relationships with clients through attentive service and prompt issue resolution.
- Demonstrated flexibility adapting quickly when new tasks or responsibilities arose, maintaining a high level of performance under pressure.
- Collated and distributed agendas and minutes for all executive meetings.
- Supervised front office staff and junior secretary, fostering a productive work environment.
- Took notes and dictation at meetings.
Customer Service Representative
Sutherland Global Services
08.2015 - 09.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Chat Agent
ACS-XEROX
10.2009 - 02.2015
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Promoted brand loyalty by delivering outstanding service experiences that exceeded customer expectations.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
- Provided exceptional support during high-volume periods, maintaining a calm demeanor under pressure.
- Participated in ongoing professional development opportunities to continuously enhance knowledge and skills as a Chat Agent.
- Contributed towards a positive work environment by supporting colleagues during challenging situations or peak periods.
- Managed multiple chat conversations simultaneously, maintaining efficiency and productivity.
Education
Bachelor of Science - Career Development
Vocational Training Development Institute
Kingston08-2023
Skills
- Customer service
- Data entry
- Computer skills
- Office administration
- Time management
- File organization
- Microsoft Word
- Customer and client relations
- Critical thinking
- Training and coaching
Certification
Certificate in Records Keeping
Additional Information
Internship: NSTA HEART TRUST Conducted training sessions to students Prepare training materials for presentation
ARDENNE HIGH SCHOOL Worked with the Guidance Department to assist with counselling sessions.
Voluntary Work
Voluntary Experience
Child Protection & Family Services Agency (CPFSA)
- Conducted presentations with parents to provide guidance and support.
OMEGA Radio Station (KLAS)
- Performed administrative tasks to support the station’s operations.
Timeline
Principal’s Executive Secretary (Acting)
Ardenne High School
09.2023 - 11.2023
Administrative Assistant
Ardenne High School
03.2021 - Current
Customer Service Representative
Sutherland Global Services
08.2015 - 09.2017
Customer Service Chat Agent
ACS-XEROX
10.2009 - 02.2015
Bachelor of Science - Career Development
Vocational Training Development Institute
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