Leanna Helmer

***** ********* **. ***** *******, CA., 91387

385-***-****

ad21n6@r.postjobfree.com

Objective

Critical thinker and adept negotiator who can apply extensive industry knowledge to company enhancement opportunities. Results-oriented individual who expertly supports customer demand, seeking the role of lead customer support, where these skills will add similar or greater value. Experience

Hello Bello- October 2019 to Current

● Effectively led customer service team of 15+ people

● Responsible for auditing calls, emails, and chats

● Responsible for tracking efficiency and productivity

● Excellent knowledge of Shopify, Returnly, and ReCharge, Zendesk

● Handled all customer escalations

● Lead team meetings and 1:1’s with agents to provide feedback Citi Group- The Home Depot Commercial Division June 2012 to Sept 2020

● Assisting with inbound customer service

● Applying credits and payments to close invoices

● Assist with account maintenance

● Sending out invoices and statements and assisting customers with understanding of accounts

● Submitting payments and reconciling accounts

● Assisting the department with assist/escalation calls

● Assisted in training new representatives

● Team Lead

● Working the personal queue to resolve accounts

● Resolve complex customer issues on escalated phone calls and successfully de-escalate the issue ● Help customer service associates find answers quickly and efficiently

● Assisted teams with monthly reporting, as well as information on policies and updates ● Assisted in team meetings with ideas of how to improve handle times and fewer transfers into CAU ● Consistently met or exceeded expectations for metrics including AHT, Adherence, and Quality Monitors. ● Proficient in multitasking multiple programs and computer screens.

● Responds quickly to changes in job functions and continues to excel Page 2

USA Cash Services- Collections September 2009 – August 2010

● Customer service, managed multi-line phone, inbound and outbound collection calls ● Responsible for invoicing and generating statements, maintained accounts through notation and data entry

● Reconciled delinquent accounts and set up payment arrangements with customers ● Met or exceeded goals for the month

Apple Inc.- Online Chat Specialist October 2006 – June 2008

● Responsible for generating daily report audits and posting updates

● Worked with online customers via chat and educated customers on products, services, and website navigation

● Placed customer orders, provided troubleshooting, and follow up with customers E*Trade Financial- Financial Service Representative October 2005 – August 2006

● Responsible for new account set up, maintained customer accounts for brokerage and banking, processed customer orders for ATM cards and checks

● Resolved customer escalations, fraud prevention

● Team lead, assisted Management with team of 10+ employees Education

Marinello School of Beauty Cosmetologist October 2010 Received licensing and certificate in Cosmetology. Highlands High School June 1998 Diploma

Skills

Software: Word, Excel, Key Note/PowerPoint, Outlook, Quickbooks, Google Docs, Recharge, Shopify, D-365, Zendesk, Sprout

Other: Typing speed of 70 WPM, multi-line phone, data entry, organizational skills and detail-oriented, multitasking, exceptional problem-solving skills, positive and dynamic attitude, and the ability to influence a positive culture

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