Summary

Highlights

Accomplishments

Experience

LELAND BURTON

P. O. Box 92586, Long Beach, CA 90809 H: 562-***-**** ac7ysc@r.postjobfree.com To obtain a Customer Service/Inside Sales position. High customer service standards

Dedicated to process improvement

Effective team involvement

Empathetic listener

Ask probing questions

Kaizen proponent

Managed call flow with up to 15 calls in queue per minute. Mentored Management Trainees.

Won several, monthly, dealer referral awards.

Exceeded corporate target for customer satisfaction for 7 months in a row. Customer Service Call Center-Contractor For Bank of America Dec 2016 to Current BCForward - Brea, CA

Provide customer solutions by providing seamless delivery of service, and/or fulfillment requests by answering calls, text messages or emails in a contact center environment. Requires knowledge of multiple products and ability to deepen or retain relationships through service.

Performs routine account-related transactions.

Involves referring customers to the appropriate line of business for products not supported.

Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Handle escalated issues by successfully navigating the organization to resolve customer requests.

Route, maintain and track outstanding servicing requests and provide thorough follow up.

Accountable for the successful resolution of all customer requests. Sales Associate Apr 2015 to Dec 2016

Walmart - Long Beach, CA

Greet customers.

Check produce for freshness.

Restock merchandise.

Breakdown and organize palletized freight.

Education

Skills

Guide customers to products throughout store.

Test Driver Jan 2014 to Mar 2015

Kett Engineering - Carson, CA

Drive and evaluate pre-production and prototype test vehicles. Conduct pre trip safety inspections as required.

Perform specialized test procedures and document findings on driver report in a clear and concise manner.

Driver Jan 2013 to Jan 2014

Enterprise Holdings, Inc - Inglewood, CA

Drive and deliver vehicles to rental branches, dealers, and auto auction sites. Communicate via a 2-way radio.

Ride with or follow another driver to drop off vehicle(s) or pick up multiple vehicles. Organize travel route and ensure vehicle paperwork is accurate and timely. Security Ambassador Nov 2011 to Oct 2012

Mental Health America of Los Angeles - Long Beach, CA Work collaboratively with all MHA staff to ensure the safety of employees, members, and visitors.

Patrol MHA property, surrounding residences, businesses and alleys. Warn persons of rule infractions or violations, and evict violators from premises. Complete all documentation and maintain all paperwork for MHA program compliance and accountability.

Day Laborer Dec 2009 to Oct 2011

Mental Health America of Los Angeles - Long Beach, CA Assist homeowners and renters move personal property to new residence or storage facility.

Landscape weeds and replace with seasonal flowers and plants. Operate gas powered tiller in preparation for reseeding. Reseed lawn with push powered seeder.

Customer Service Representative Jul 2006 to Oct 2009 Toyota Motor Sales - Torrance, CA

Answer incoming calls from Toyota owners and dealers. Make outbound calls to owners and dealers to gather additional information. Offer "goodwill assistance" based upon customer's purchase/service loyalty. Promote the purchase of Toyota vehicles, parts, and service. Train and mentor Management Trainees and contract employees. Bachelor of Arts, English 1989

Morehouse College - Atlanta, GA

English

Good listening and understanding skills.

Problem solving ability.

Product knowledge.

Monitor dual computer screens.

Multi-tasking ability.