Latoye W.
Senior BPO and Technical Support Specialist
Open to offersNew to PlatformAbout
Latoye N. is a seasoned BPO and Technical Support Professional with over 10 years of experience in sales, level 1 technical support, customer service, and quality assurance. Latoye is proficient in managing high-volume remote workflows, diagnosing complex software issues, and leading teams to achieve performance improvements. At Bravo Store Systems, she excelled in providing technical support for e-commerce platforms, resolving software issues, and maintaining high customer satisfaction across various communication channels. During her tenure at Centerfield, she advanced to Quality Lead and Team Leader, where she managed a team of 10–15 representatives and implemented improvement initiatives that resulted in measurable revenue growth. Latoye's skill set includes strong proficiency in CRM and ticketing systems like Salesforce and Zendesk, as well as expertise in Microsoft Office Suite and cloud communication tools. Committed to maintaining high standards in technical support and customer service, Latoye is open to remote work opportunities globally.
Experience
Level 1 Technician
Bravo Store Systems · 2023 — 2025Delivered technical support for e-commerce platforms, aiding customers with online ordering, payment processing, account access, and website-related issues. Addressed customer technical inquiries through phone, email, and ticketing system, achieving high resolution rates. Diagnosed software-related problems such as system crashes and performance bugs using structured troubleshooting methodologies. Reproduced customer-reported issues to identify root causes and put preventive measures in place to minimize future occurrences. Offered clear guidance to non-technical users, simplifying complex technical concepts. Kept detailed ticket records and escalated unresolved issues with comprehensive documentation to support Tier 2 resolution.Sales Agent — Quality Lead — Team Leader
Centerfield · 2015 — 2023Managed inbound calls for leading US telecommunications providers like AT&T and Comcast (Xfinity). Oversaw a high volume of customer interactions, maintaining top-tier satisfaction and retention. As Quality Lead and Team Leader, monitored performance, conducted call audits, and coached a team of 10–15 representatives. Initiated continuous improvement projects that resulted in revenue uplift; provided data-driven recommendations to management and clients. Analyzed performance metrics to discover coaching opportunities and optimized agent output. Collaborated with clients to review KPIs and address service gaps while aligning team strategy with business objectives. Established feedback loops between QA findings and frontline agents to enhance compliance scores.Sales Agent
Diamond International · 2011 — 2015Provided personalized customer experiences through direct, face-to-face interactions that fostered repeat business. Maintained extensive product knowledge across jewelry collections to offer tailored recommendations. Employed proactive upselling techniques to enhance transaction values whilst prioritizing customer satisfaction. Ensured that product displays were consistently stocked and met brand standards, contributing to a high-quality in-store ambiance.
Skills & Expertise
Education
- BSc Management Studies (Incomplete)University of the West Indies · 2008 — 2010
- Supervisory Management CertificateUniversity of the West Indies · 2005 — 2006
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