Customer Service Care

Leslie Weyandt

Reading, PA ***** *************@*****.*** 484-***-****

Accomplished specialist with extensive experience providing leadership and guidance to drive the achievement of key organizational goals and objectives. Demonstrated strength analyzing current customer needs, partnering with both internal and external business stakeholders to present solutions that drive increases in customer satisfaction and loyalty. Able to build strong business relationships with stakeholders through trust developed based on the success of the solutions provided.

Work Experience

Temporary Employee

JFC Work Force - Reading, PA May 2018 to Present

Data Entry for the sales team

Sales Coordinator

Morgan Corporation - Reading, PA March 2016 to February 2018

•Lead the implementation of the sales order processes.

•Manage the successful completion projects with a higher potential post sales.

•Maintain open lines of communication with customers and vendors to identify key requirements and expectations.

•Drive the delivery of accurate product information, pricing and individual case basis requirements in line with requirements.

•Utilize in-depth knowledge of the organization and effective matrix management skills to positively influence others.

•Transfer detailed product knowledge to other team members to enhance their ability to provide an enhanced customer experience.

•Work in an effective manner with a number of high priority accounts including Penske.

Move Manager

L&J North American Van Lines - Fleetwood, PA

March 2014 to January 2015

•Move Manager working with transportation and coordinating operators for business and residential customers.

•Schedule delivery appointments

•Coordinate loading/unloading of trucks

•Identify cost savings opportunities for customers

•Track shipments to ensure deadlines

•Work with suppliers to correct issues

Order Entry Coordinator

XO Communications - Wyomissing, PA

2004 to 2013

•Created accurate orders for voice and data, moves, adds and changes, working in a team environment while prioritizing tasks and meeting deadlines independently.

•Received, reviewed and scrubbed all orders prior to entering into the applicable system while ensuring that the related paperwork was in compliance with established platform guidelines.

•Ensured the accuracy of product information, pricing and ICB and related requirements as determined by the revenue recognition guidelines.

•Initiated the proper corrective action process with order packages not complete, tracked orders throughout the order entry process and maintain data integrity between all systems.

•Work in collaboration with other internal department to resolve rejects caused by system issues or requested in-flight order changes within the established resolution guidelines.

Customer Care/Billing Representative

XO Communications - Wyomissing, PA

2001 to 2004

•Served as the single point of contact to both existing and potential customer, answering inquiries and initiating problem resolution.

•Utilized high levels of professionalism while handling customer care requests, billing inquiries and questions related to XO products and services through multiple communication channels.

•Placed customer orders according to strict company guidelines through the use of attention to detail.

•Provided accurate and appropriate information and following set processes and procedures to ensure that all inbound call standards were consistently met.

•Documented all customer interactions, coding them with the appropriate contact type for tracking and reporting purposes. Delivered training on procedures, products, policies and position best practice to all new representatives.

•Conducted client needs analysis to determine the appropriate product and service for their need and performed root-cause analysis for cancellation requests, providing the appropriate solution that retained customers.

Customer Service

Comcast - Reading, PA 1990 to 2001

•Served as the single point of contact to both existing and potential customer, answering inquiries and initiating problem resolution.

•Utilized high levels of professionalism while handling customer care requests, billing inquiries and questions.

•Placed customer orders according to strict company guidelines through the use of attention to detail.

•Provided accurate and appropriate information and following set processes and procedures to ensure that all inbound/outbound call standards were consistently met.

•Documented all customer interactions, coding them with the appropriate contact type for tracking and reporting purposes.

•Conducted client needs analysis to determine the appropriate product and service for their need and performed root-cause analysis for cancellation requests, providing the appropriate solution that retained customers.

Education

Associate in Business and Accounting

Pace Institute - Reading, PA

August 1987 to August 1989

Skills

Sales Support, Customer Service, Onboarding, Business Analysis, Customer Satisfaction, Order

Processing, Project Coordination, As400, Microsoft Office

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