Customer Service Account Manager

LaTisha Leonard

Phoenix, AZ 847-***-****

OBJECTIVE

Obtain a challenging and responsible position where extensive customer service, medical, and general office experience can be utilized.

SUMMARY OF SKILLS

Extensive training and experience in medical, customer service ...excellent communication skills...creative problem solving ...completes assignments with minimum supervision … quality performance... reliable ...professional

EXPERIENCE

Salibas Pharmacy- Pharmaceutical Courier- Phoenix, AZ April 2021-Present JPM Chase Bank Mortgage Servicing- Customer Care Specialist II -Tempe, AZ 2018-2021 ComTrans- Arizona Department of Childrens Services Case Manager/Transporter-Phoenix 2018-2021 Discover Card -Sr Account Manager Collections Customer- Service Phoenix, AZ Temp 2017-2018 Calvary North Church -Preschool Lead Preschool Afternoon Instructor -Phoenix, AZ 2014-2017 Delta T Group -Special Education Paraprofessional -Phoenix, AZ 2009-2014 Whalen Security, Inc.- St. Louis, MO branch Chicago, IL Data Center Security Relations 2007-2008 Northpointe Resources Inc. Zion, IL Independent Living Counselor/Developmental Disability Support Person 2003-2007

Sleep Medical Center Orland Park, IL Sleep Technician Levy Security at Hewitt and Associates Lincolnshire, IL Real Estate Securities/Security Guard Hewitt Associates, LLC Lincolnshire, IL

Participant Services Associate Paige Personnel Services (Trustmark Insurance) Vernon Hills (Lake Forest), IL Insurance Claim Specialist

Career Sources (CCS, Inc.) Bannockburn, IL Invoicing/ Claim Specialist Kelly Employment Services (Moore Business Forms) Vernon Hills, IL

Customer Service Center Order Processor Quill Corporation Lincolnshire, IL Canadian Operations/Customer Relations

Sunland Optical, Inc. Ft. Wainwright, AK Optician/ Office Manager Assistant Sears Robuck & Company Waukegan/Gurnee, IL Inventory/Receiving/Customer Service Associate/Office Assistant

EDUCATION/TRAINING/CERTIFICATIONS

Program study began at the University of Alaska–Fairbanks and currently continuing to complete program for Health Administration. Completion of Certified Nursing Assistants Program in June, 2003. CNA certified in IL and AZ. Direct Support Person, CPI, First Aid, CPR, AED, SCUBA(Fire), Security (PERC card), driver’s safety, medication administration, and Developmental Disability trained and certified. Caregiver trained. Patient Care Technician Program completed at Phoenix College 2009. Guardian/Salibas Pharmacy

Driving to each location in a safe but timely manner. Providing the best customer service skills to facilities and group or assisted living homes. Large bulk pharmacy. ComTrans Case Aides supervise visitations for Phoenix, Tucson and Northern Arizona locations. ComTrans works in partnership with Dept of Child Safety in providing Supervised Visitation between children and parents/guardians.

JPM Chase Mortgage Account Specialists Tempe, AZ

Mortgage servicing offering options and finding solutions and communicate with customers in a metrics- driven environment. Able to navigate multiple technologies while staying engaged with our customers. Demonstrate resiliency and extreme adaptability in a fast-paced environment. Possess strong customer focus with the ability to have detailed conversations with our customers. Take ownership of each customer interaction while treating customers with respect and responding with empathy Document customer account activities thoroughly and concisely. Demonstrates personal excellence including punctuality, integrity, and accountability Approach problems logically and with good judgment to ensure the appropriate customer outcome. Make appropriate decisions on behalf of our customers quickly and effectively. Effectively prioritize work to ensure efficiency. Abide by all applicable regulatory and department practices and procedures. Work independently and in a team environment. Think critically and exercise independent judgement.

Discover Card Sr.-Account Manager-Phoenix, AZ

Handle basic and routine customer services inquiries and problems via multiple channels, generally recording consistent problem areas. Use computerized system for tracking, information gathering, and/or troubleshooting. Respond to customer inquiries by referring them to published material, secondary sources, or more senior staff. Navigate a computerized data entry system or other relevant applications. Must have excellent verbal communication and problem-solving skills and be comfortable with multi-tasking, as needed. Assisted over 100+ customers per day by energetically engaging in a fast-paced, back-to-back call environment via phone, online or chat.

Brings empathy to customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquires, and processing credit line increase and decrease requests. Build the Discover Financial brand by providing industry-leading care and innovative solutions. Utilizes multiple systems to respond to, troubleshoot and document customer inquiries. Leverages 2 standard screens, verbatim scripts and procedures. Delta-T Group is a nationwide provider of interim staffing referrals and workforce solutions within the K12 education, social service, behavioral health, substance abuse and disability fields. Whalen Security, Inc. St. Louis, MO branch Chicago, IL Blue Cross Blue Shield Real Estate Property Associate/Data Center Securities.

General Securities duties for company property and employees. CPR, AED, First Aid, SCUBA (fire) certification required for position. ID verifications along with escorts and special events coordination. Incident reporting and 20hour security guard certification trained along with State of Illinois Perc (blue card) issued.

Northpointe Resources Inc. Zion, IL

Supervised individuals who have disabilities and/or mental disabilities in a group home setting. Direct Support Person certification and trained in medication procedures/administration, health, CPR, First Aid. Extensive Crisis Intervention and safety training. Daily client incident reporting and medical documentation training with development of service plan assignments and staffing for the individuals. Responsible to report all maintenance issues for real estate and vehicles owned by employer. Sleep Medical Center Orland Park, IL

Educational paid training for Sleep technician. Accepted position as temporary for medical educational purposes.

Levy Security at Hewitt and Associates Lincolnshire, IL Real Estate Property Associate/Securities General Securities duties for company property and employees. CPR and First Aid required for position. ID verifications along with escorts and special events coordination. Incident reporting and 20-hour security guard certification trained along with State of Illinois Perc (blue card) issued. Hewitt Associates, LLC Lincolnshire, IL Participant Services Associates High volume call center environment, responsible for incoming call from client employees, educating on benefits and solving complex issues relating to health, savings, and retirement plans. Duties include benefits eligibility updates, researching accounts, and correspondence internal and external by mail, electronic mail, online databases, fax and telephone. Account receivable check auditing including weekly company trust mailing deposit for Dell Computer Corporation. Evaluate status and process general purpose loans, primary residence loans, hardship withdrawals, loan payoffs and direct roll over request for saving plans. Assist participants with investment education, fund reallocations, fund transfers, investment elections and company stock purchase plans. Additional duties include administration projects which include benefits calculations, data management, and process improvements. Knowledge of IRS savings plans provisions and policies.

Paige Personnel Services (Trustmark Insurance) Vernon Hills (Lake Forest), IL Insurance Claims Specialist Medical insurance data entry corrections and processing of electronic medical claims defaulted for errors by internal auditing departments. Duties include high volume data entry and correspondence to internal and external customers. Special research projects assigned for fraud claims, pharmaceutical rejections, and undeliverable mailing. Position accepted as temporary. Career Sources (CCS Inc.) Bannockburn, IL Invoicing/Claims Specialist Account receivable invoicing for automobile insurance claims that are distributed from various carriers. Duties include internal business to business collections with manual invoicing and billing adjustments. Claims specialist support to call center when assigned, Position accepted as temporary. Kelly Employment Services (Moore Business Forms) Vernon Hills, IL National Customer Service Center Order Processor

Position was responsible for processing incoming orders that arrive by mail, of fax within the same day. Duties included entering stock orders, next day air releases, and catalog orders. Daily updates and maintenance of customer master file and profiles were required to ensure the most current and complete accuracy of shipments. Position accepted as temporary. Quill Corporation Lincolnshire, IL Canadian Operations/Customer Relations Provide a response to account inquiries from telephone, fax, or mail resources within high production environment. Extensive customer service, order entry, sales and data entry training. Accurate written and verbal communication skills required for multitask, detail-oriented position. Promoted from Canadian Operations to Customer Relations, May 1997.

Sunland Optical, Inc. Ft. Wainwright, AK Optician / Office Manager Assistant Retail bookkeeping, managing and depositing currency, calculating account adjustments, and preparing refunds. General office duties including reception plus cash, check, and charge account transfers and reconciliations. Maintaining files of customer records including services rendered. Knowledge of procedures for completion and distribution of daily, monthly, and quarterly reports. Maintain spectacle order forms, day sheet forms, monthly settlement reports, monthly inventory reports, quarterly inventory, and lab production reports. Optician dispensing and adjustments experience with spectacles and contact lenses. Certificate of Professional Achievement awarded for commitment to customer satisfaction and service. Sears Roebuck & Company Waukegan/Gurnee, IL Inventory/Receiving / Customer Service Associate/Office Assistant Monitor inventory, stocking, ordering, and inspection of materials, storage management, loading and unloading of shipments. Verify a wide variety of merchandise against receiving documents, and reporting discrepancies and damages. Monitoring inventory levels and stock status of assigned products. General office clerk duties assisting supervisors in Human Resources and Payroll departments. * Promoted to Customer Service department, March 1992. Conducting customer sales transactions in professional, courteous, and expedient manner. Extensive cash, check, and credit transactions.

Contact this candidate