Latasha Jordan
Customer Care and Service Operations Manager @Bell and Howell
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WORK HISTORY
Customer Care and Service Operations Manager @Bell and Howell
Durham, NC, US
As a Customer Care and Service Operations Manager, I lead a dynamic team dedicated to delivering exceptional customer support and driving operational excellence. My role focuses on enhancing service efficiency, optimizing workflows, and strengthening customer relationships through innovative solutions and strategic initiatives.Key Achievements & Impactful Projects: Customer Care Center Performance – Revitalized the Customer Care Center, implementing process improvements that drove CSAT from 83.8% to 96.7%, setting a new benchmark for service excellence. Customer Experience Transformation – Launched real-time ETA notifications, automated service reports, and OEM-specific email systems. Strategic OEM Management – Strengthened OEM relationships by implementing structured communication and service strategies, resolving major escalations, and turning dissatisfied accounts into long-term partners for over 17 different accounts. Technology & Process Innovation – Implemented automated dashboards to track service trends, SLA compliance, and proactive issue resolution. By bridging strategy with execution, I ensure seamless service delivery while fostering a culture of continuous improvement and customer-first innovation. My passion lies in transforming challenges into opportunities—delivering measurable results that elevate both customer satisfaction and operational success.
EDUCATION
Saint Augustine’s University
Organizational Management , Non-Profit/Public/Organizational Management
The Coach Mindset
Cerification, Elite Life Coach
University of the People
Master of Business Administration - MBA, Business Administration and Management, General
SKILLS
ABOUT LATASHA JORDAN
As a Customer Care and Service Operations Manager, I am committed to transforming…
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