LE NELE WILEY

Acworth, GA ***** 239-***-****

ad1oia@r.postjobfree.com www.linkedin.com/in/lenele-wiley CUSTOMER SERVICE

Translate Business Vision into Motion to Improve Performance, Profitability, Growth,

& Employee Engagement

Organized and resourceful professional with years of customer service experience in diverse areas, including team leadership and training and development. Detail-oriented and efficient with process reviews and improvements. Excellent onboarding coach. Effective troubleshooting and problem resolution accomplishing business goals. Fluent communicator with strong critical-thinking, decision-making and problem resolution skills. Strategic and innovative professional who builds effective relationships and partnerships by listening attentively, solving creatively, and using tact / diplomacy to attain win-win outcomes.

Staff Training & Development Employee Motivation & Engagement

Team Building & Management Employee Onboarding Training

Conflict & Complaint Resolution Critical Thinker

Problem Solver Highly Organized

Facilitation Skills Sr. Customer Service Specialist PROFESSIONAL EXPERIENCE

PORSCHE FINANCIAL SERVICES 2022-Current

Customer Service Rep II

Respond to customer inquiries and maintain customer accounts according to specific financial industry regulations, guidelines, and procedures. Communicate with both internal and external customers, by telephone, email correspondence and by chat. Support multiple departments when needed. With a great understanding of the QOS Scorecard, I am able to lead Calibrations and Shadow Sessions confidently. Assist in the Teams Chat directing agents on where to look to get the correct answers to their inquiries.

Schedule and lead Team Calibrations to analyze and monitor the quality of inbound and outbound interactions with customers resulting in better quality interactions with customers.

Assist in the ongoing development of Training and Quality by providing trends witnessed while assisting in the team chat that quickly notifies upper management to determine if further training is needed.

Schedule shadow sessions enabling me to coach agents one-on-one providing opportunities for success.

Participate in Calibration Sessions with Leadership, Training and Quality to promote best practices.

Manage and contribute to projects providing support to Training and Quality. LE NELE WILEY ad1oia@r.postjobfree.com PAGE TWO

PORSCHE FINANCIAL SERVICES / TRC STAFFING AGENCY 2021-2022 Customer Service Rep

Work remotely in a structured environment with strict adherence taking a high-volume of inbound calls from customers and dealers alike. An experienced CSR II representative who embraces many tasks within the department acting as a liaison between the customer and dealer. Work closely with dealers via the RSM Inbox and Chat.

Built quality relationships with internal and external customers, co-workers, and dealers over the phone, actively listened and resolved concerns.

Comfortably navigated multiple applications to provide accurate information.

Remotely assisted customers with website navigation.

Recognized as a Quality Driver on multiple occasions.

Promoted to the CSR2 role.

Maintained knowledge of financial industry regulations and standards by completing training via AFSA.

WOLTERS KLUWER / RANDSTAD STAFFING AGENCY 2019 – 2020 Technical Support Analyst

Work in a highly structured environment with strict adherence to assigned full-time scheduling taking a high- volume of inbound calls from customers. Operate from a desk wearing an approved headset for the duration of the day resolving customer issues in a fast-paced, and sometimes stressful environment.

Engaged with callers, actively listened, analyzed, and isolated tech issues.

Comfortably navigated multiple applications to research solutions.

Multitasked in systems while providing step-by-step instructions for issue resolve.

Took the lead on internal projects resulting in user friendly processes.

Calmly provided conflict resolution and navigate frustrated customer situations.

Worked independently with discipline and motivation succeeding in a virtual environment being expected to work remotely with both coworkers and supervisors. LE NELE WILEY ad1oia@r.postjobfree.com PAGE THREE

SOUTHCARE CREMATION AND FUNERAL SOCIETY 2019 – 2019 Family Service Advisor

Positively represented the funeral home commitment to families and the surrounding communities. Served to provide quality assistance by educating each appointment on the preneed process including funding options and assisting families after a service for after-care support.

Established and built professional, caring relationships with individuals, families, and the community creating long term relationship, trust, loyalty, and memorial value.

Conducted preplanning and after-care appointments at times convenient to the family to determine specific product and services that could meet their needs.

Conducted community presentations and company-sponsored seminars explaining benefits of preplanning one's funeral which generated an additional 10-15 new leads per month.

Used database system to input leads and generate new lead sources for tracking, monitoring, and follow up calls to former and new clients.

Worked with managers and funeral home to develop marketing campaigns to increase lead sources for the funeral home ensuring continuous business.

Attended and participated in appropriate educational opportunities and meetings as identified by funeral home and/or manager.

AMERICAN HONDA POWER EQUIPMENT / NORTH AMERICAN STAFFING GRP 2017 - 2019 Sales Support Analyst

Effectively managed over 50 dealers within my Region. Work directly with assigned dealers through telephone contacting and selling wholesale and retail power equipment to dealers and end-users. Worked with Sales Team and Dealers to provide marketing and sales support as required supporting the Power Equipment Sales Department. Served as point of contact for all equipment orders and accounts for all sale transactions.

Resolved dealers' and customer's complaints and responded to the escalated issues resulting in first call resolution.

Managed all orders, documentation of dealer interactions using internal system for documentation ensuring proper tracking and monitoring.

Assisted dealers in recognizing their inventory deficiencies and provided direction ensuring the dealer meets contractual requirements.

Coordinated with dealers on the receipt and scheduling of equipment’s and expedited the shipping of units as requested.

Provided troubleshooting for dealers, their orders, and relevant problems by using creative tactics resulting in win-win outcomes.

Performed all other tasks, including warranty repair issues and maintenance of files. LE NELE WILEY ad1oia@r.postjobfree.com PAGE FOUR

Assisted DSM’s with tradeshow orders increasing dealer awareness resulting in increased dealer sales.

Prepared, tracked, and ran various national account reports to help identity and achieve optimum sales in assigned dealer territory.

Performed other sales, customer service, and marketing functions and duties as required by management resulting in long term account relationships and optimizing business structure and overall business.

AMERICAN HONDA/AEROTEK EMPLOYMENT AGENCY

New Hire Trainer/QA Analyst 2015 - 2017

Effectively developed and trained cross-functional call center teams within a Call Contact center. Provided coaching and training to new hires to achieve quality assurance. Provided direction, set clear expectations for continuous improvements and high case and call metric performance. Executed performance improvement strategies based on business needs.

Created and implemented the 2017 American Honda Motors Quality Assurance Standards that developed new management and operational systems, improved communication, performance measurements and job satisfaction.

Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard to achieve goals.

Facilitated training material updates and provided recommendations when processes were outdated.

Collected and compiled statistical quality data which allowed Team Leads and Management to successfully coach and praise their agents.

Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Interacted independently and proactively with upper management to identify and define complex and difficult problems to develop and implement strategies or techniques to resolve program and project problems.

Measured and reported effective quality of training by administering tests, evaluations and daily surveys ensuring First Class call handling and business etiquette.

Assisted in the graduation of new hires and recognition programs for associates achieving outstanding QA scores.

Assisted, supported, and monitored new hires both pre and post training. EDUCATION

Associate of Science (AS), Exercise Science Heritage Community College, Ft. Myers, FL

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