**** ******* **.

Killeen, Tx. *****

254-***-****

ad318h@r.postjobfree.com

LEUALESI LESLIE PANAPA

OBJECTIVE

Highly experienced Customer Service and Sales Professional with over 17 years in retail management, seeking to leverage extensive background in customer interaction, problem-solving, and strategic planning in a dynamic new role. Known for excellent communication skills, a strong work ethic, and a proven track record of driving customer satisfaction and business results. EXPERIENCE

Cigna Healthcare – Remote

Patient Care Advocate

October 2024 - Current

● Spearheaded a team initiative to improve patient care processes, reducing average call resolution time by 15%.

● Developed comprehensive training material on pharmacy benefits, enhancing team accuracy and productivity by 20%.

● Implemented a novel tracking system for member issues, leading to a 30% improvement in issue resolution efficiency.

● Acted as the primary liaison for complex case escalations, ensuring timely and effective resolutions.

Sunrun – Remote

Case Manager – Tier 3

January 2022 - August 2023

● Managed high-level escalations, reducing customer churn by 10% through effective resolution strategies.

● Designed and led a cross-departmental initiative to streamline case management processes, improving resolution times by 25%.

● Facilitated training sessions for new hires, focusing on escalation and support line.

● Assist in chat teams helping team members with difficult calls. Customer Care Tier 1

May 2021 - January 2022

● Provide world class customer service being the point of contact assisting customers with questions on their Solar system, billing, and system issues.

● Collaborated with the technical team to resolve system issues, reducing repeat customer calls by 20%.

● Work with customers to schedule appointments and obtain inputs such as documents or signatures using Docusign.

● Work with customers to set up auto pay, take payments, or billing concerns.

Athena Employment Agency – Remote, Killeen, TX

Supervisor, Customer Care Call Center

March 2020 - May 2021

● Led a team of 25 agents, achieving a 95% customer satisfaction rate through effective leadership and ongoing training.

● Developed a performance metrics system that identified top performers and areas needing improvement, resulting in a 10% increase in team productivity.

● Handle escalation calls from agents.

● Monitor and QA Team calls and making sure to provide feedback if needed.

● Identifying and applying career advancement opportunities. Time Warner Cable/Spectrum – Killeen, TX

Retail Sales & Marketing Specialist

January 2013 - April 2018

● Implemented a strategic sales plan that increased product upselling by 30%, contributing significantly to revenue growth.

● Recognized as Employee of the Month six times for exceptional customer service and sales performance.

● Actively and consistently support all efforts to simplify and enhance the customer experience.

● Continue to provide customer services after completing the sale of the product and service.

● Refine sales messaging, prospecting, qualifying and closing techniques.

● Assist coworkers with account activation, transfers, troubleshooting, maintenance, billing, problem solving, modification, enhancement and when required deactivation.

● Anticipate and prevents possible problems and roadblocks before they occur.

● Adapt standard responses and performs extensive research according to the complexity of the problem.

● Account receivable and payable. Process payments, daily cash handling, make sure each employer balances and processes daily cash reports and deposits for bank..

Kiosk Supervisor

August 2011 - January 2013

● Managed operational aspects of the kiosk, achieving a record-low employee turnover rate and a 20% increase in sales.

● Streamlined payroll and scheduling processes, enhancing operational efficiency.

● Scheduling for 4 employees making sure the store is covered during regular business hours.

● Assist customers with billing, refunds, and technical services.

● Process payments, daily cash handling, make sure each employer balances and processes daily cash reports and deposits for bank.

● Cash office duties; balancing daily cash payments, processing and preparing for deposits.

● Deliver each validated deposit slip form to the Reconciler

● Make sure all reports, documents and payment receipts are in order according to Spectrum rules and regulations, and ready for any audits.

● Verify that the Deposit Preparer has deposited all cash received. Accounts receivable and payable.

First National Bank – Austin, TX

Fraud Analyst

May 2011 - August 2011

● Played a key role in a project that reduced fraudulent activity by 25% through the implementation of advanced detection techniques.

● Displays good telephone etiquette to confidently educate the customer on competitive pricing information and assist in comparing and contrasting competitive services.

● Use probing techniques and communication skills to understand customer issues, assess needs to suggest/promote alternative products or services, and overcome objections and handle rejection.

● Handle inbound new activation and disconnect/downgrade calls for new and existing customers.

● Responsible for skillfully retaining customers through positive customer relationship building.

● Diffuse the irate customer situation by utilizing strong listening skills

● Save and re-sell the value of company products and services by properly aligning features, benefits and price with the needs of the customers.

● Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner.

EDUCATION

GED

Chapman Education, Garden Grove, CA, March 2013

WORK EXPERIENCE

● Expertise in customer service and conflict resolution

● Proficient in billing systems, unified chat tools, and data analysis software

● Strong leadership and team management abilities

● Excellent communication and negotiation skills

● Strategic planning and process improvement

● Proficient in Microsoft Excel, Word, and various database applications

● Customer Service Excellence

● Sales and Marketing

● Retail Management

● Call Center Operations

● Strong Analytical and Negotiation Skills

● Proficient in Billing System, Unified, Chat Tool, OMSE, KEY, OCH, NYROC, Issue TRAK, CMS, NICE

● Experienced in Excel, Spreadsheet, Database Applications, and Word Processing

Contact this candidate