Latrice King

Experience

• 

  Bank of America

  Jan 2002 - Jan 2012

  Responsibilities included, but not limited to; management of a segment of the business operations, training/recruiting/hiring, and claims organization in a Call Center that employed 400+ representatives.Professional and proven leader in eliminating wasteful process steps and reducing expenses. Managed service levels, unit budget, policy implementation, established and exceeded goal expectations resulting in a career distinguished by commended performance and documented results. Responsibilities included but not limited to:Conducted recruiting, Interviewing, and selected all call center Customer Service Representatives. Managed the Human Resource administration work for the department.Created, Implemented, audited, and trained others on policy and procedures across business channels..

  • V.P. Customer Service/Operations Unit Manager

    Jan 2006 - Jan 2012

  • V.P. Business Support Manager

    Jan 2002 - Jan 2006
• 

  Marin Water

  Mar 2013 - Apr 2017

  Customer Service Manager

  Manages the following areas; Customer Service Department: Manage the customer contact services at the counter and on the phone including account information and collections. Implement and review call center policies and procedures, monitor calls for quality assurance, customer inquiries, complaints and account resolution activities.Field Services: Manage the field inspections relating to meter reads, testing and field pressure tests; response to customer account problems, fee collection for delinquent accounts, new or disconnection of water services. Reports and recommends replacement of equipment, repairs, or potential hazards.Customer Information Systems Support: Manage the development, administration and maintenance of a customer information system, including accurate account and records maintenance and training for effective use of the system applications.Support Services: Responsible for directing the operation of the document reproduction and mail center. Show less