Latisha Walter

Experience

• 

  Sam's Club

  Mar 2005 - Sept 2009

  Check Out Supervisor

  Was responsible for ensuring cashiers had the necessary equipment to complete their job duties. Kept close watch on the front end to ensure that customer waiting was at a minimum. Answered customer questions and concerns about products in store. Conducted one on one's with cashiers to discuss strengths and weaknesses and their overall job performance. Held monthly meetings to get feedback from cashiers and to answer any questions or concerns they may have had.

• 

  Affiliated Computer Services

  Sept 2009 - Nov 2011

  Customer Service Supervisor

  Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems. Establishes and implements performance and service standards. Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Ensures productivity meets or exceeds service and quality standards. Develops departmental budget and controls costs. All other duties as assigned.

• 

  City of Raleigh, Raleigh-Wake Emergency Communications Center

  Nov 2011 - Jun 2020

  Assistant Supervisor

  Acts as a working supervisor for several employees in the Emergency Communications Department. Responsibilities include providing supervision and coordination of communications center operations on an assigned shift and the training and guidance of subordinates; serves as the first line of defense for employees having technical issues with software and hardware, troubleshooting these issues and either solving them or escalating to the vendor, keeping track of these issues and what was done to resolve them and communicating to other supervisors and managers to keep everyone in the loop. I am also responsible for monitoring expenditures in the department, general knowledge of applicable 911 statutes and regulations, preparing written reports, reviewing documents/files for accuracy and appropriate documentation, being familiar with records retention schedules, rules regarding dissemination and training new employees sometimes first hand.Receives and dispatches emergency and routine calls for police, fire, ambulance, and other emergency services, and assists in the supervision of subordinate telecommunicators by providing supervision and coordination of communications center operations on an assigned shift, and provides training and guidance to subordinates in the performance of assigned duties. Receives and screens incoming requests for law enforcement, fire, medical, or other emergency services. Questions callers to determine location and seriousness of emergency and response needed. Frequent use of ICS/NIMS. Monitors dispatched units and, when necessary, serves as liaison with caller. Making inquiries/entries into the DCI, or National Crime Information Center through a computer terminal and handling and maintaining sensitive and confidential information in a business setting .Checks equipment to ensure proper operating condition and reports malfunctioning equipment. Answers or forwards non-emergency requests for assistance. Show less

• 

  Biogen

  Jun 2020 - Mar 2022

  Senior Supervisor

  The Sr Supervisor, Customer Support acts as a liaison between internal teams, cross functional partners and external field representatives with an effort to drive business results and employee engagement. This role will develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting etc.) to ensure optimal support and programs are provided while driving employee engagement and coaching for performance improvement. Responsible for multi-million annual revenue through patients graduating onto Commercial product as well as internal team budgets to achieve financial targets. • Develop regional business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets. • Communicate effectively, demonstrate the ability to cascade messaging in a clear, concise and timely manner. Support Change Management principles through the ability to pull through key themes through all activities. • Strategic accountability for territories and act as thought partner for overall Division leader in determining strategies to achieve targets. Assess environmental signals and potential impact to strategy, recommend mitigation plans. • Partner with external stakeholders to represent PS in cross-functional strategic and tactical planning meetings, and initiatives and promotes cross-functional alignment of objectives, strategies, and tactics.• Understand nuances of performance management and execute sound business judgment. Effective management of employee relations issues. Show less

• 

  Bioventus

  Mar 2022 - now

  The Manager of Customer Service is responsible for managing the organization’s face to the customer by developing a concierge mindset for providing customer service, shipping products to customers (order fulfillment) and providing distributor/sales support for the Surgical Business. This role is responsible for developing strategies that ensure the delivery of outstanding customer service to our external and internal customers, building strong business partnerships within other functional areas of the business, and developing strategies that align with Bioventus strategic imperatives.Attract, develop and retain talent. Ensure focus and alignment with functional and company goals. Provide employees with continuous feedback and coaching using talent-and-performance management tools.Create and maintain a customer service concierge mindset with your team by providing a single point-of-contact to resolve all customer/distributor/sales rep problems whether it relates to an order, status of inventory, commissions, revenue recognition, credit holds, billing issues, customer set-up, technical questions, etc. Identifies opportunities and resolves process/service issues; gathers, analyzes and interprets data to determine root cause of errors/nonconformance’s and implement appropriate corrections/corrective actions.Establishes and measures performance goals for customer service. Understands internal business processes and leads cross functional teams in development of new and improved processes.Manages the development of training and cross-training plans for all roles and implements plans to ensure empowerment, productivity and flexibility in the department.Develops and manages budget for assigned areas. Focuses on controlling costs through the management of departmental spending and process efficiency improvements. Show less

  • Senior Manager

    Mar 2022 - now

  • Manager, Customer Service - Surgical

    Mar 2022 - Jun 2023