Latoya Francis

I've built more than 10 years of contact center experience at Conduent and Advanced Call Center Technologies, leading customer service, inbound sales, and recruitment work in high-volume environments.

At Conduent, I handled 50+ inbound customer interactions daily across billing, technical support, account management, reservations, and cancellations. I progressed into a Subject Matter Expert role, coaching new agents and supporting training classes of more than 30 employees while maintaining a 90% average customer satisfaction score.

At Advanced Call Center Technologies, I supervise and coach customer service and sales representatives, using call evaluations, performance reviews, and action plans to improve KPIs, close rates, quality, and customer satisfaction. My teams have maintained customer satisfaction scores above 80%.

I'm also supporting full-cycle recruitment by conducting 15+ interviews daily, screening candidates, and helping onboard classes of 35+ customer service representatives. I bring a practical focus on consultative selling, coaching, customer relationships, and building teams that meet staffing and performance goals.