LESLIE COKER

**** ******** **. ******, **. *****

adxmea@r.postjobfree.com

865-***-****

OBJECTIVE

To always put my best foot forward and give my all to everything I do in all aspects of my life personal and professional.

EXPERIENCE

TDS (US Cellular) CSM 2017 thru Present

• Handling calls for Inbound and Outbound Customer Service, Billing, Technical Support, Opening new accounts, placing orders and tracking, Escalations and Retention, Activations and Porting in a fast pace continual environment.

• Using empowerment to make fair and balanced decisions between the customers needs and business needs. Using multiple programs back and forth quickly and efficient with computer and office programs

• Mentoring program training new associates in 6 week training classes. Starting with demonstrating how to effectively take customer calls quickly and efficiently. Then moving into Shadowing trainee taking calls and providing feedback to help them improve. Helping them learn the Tops system and internal cellsite along with processes and procedures. Completing required LMS courses and how to correctly explain the billing and learning Technical support for multiple aspects of the business in the first three weeks. Followed by the last three weeks doing side by sides and providing feedback and additional support while they take customer calls

• Special projects include taking part in an opportunity to help start and streamline a new NNP Porting process for the company. Working cases for new ports thru a new system and coordinating information a timeliness for completion to customer and store associates. Entering information on all cases for status update daily on a shared spreadsheet and providing feedback for what works and don’t work

• Special project help que consists of receiving calls from other call center and store associates needing assistance for customer on issues with billing, tech support, processing issues and escalated customers for resolution, or reporting customer complaints or feedback to the direct manager as well as following up for customer satisfaction with the outcome

• Department change to Web Chat. Daily work consists of taking multiple chats on Bold Chat platform for customers on their billing, account questions, online account issues, promotions and orders, Technical support, and escalations

• Working from home on Voip using multiple programs such as Ping and Gyneses and logging in thru a VPN server to access work programs. Taking weekly meetings and leader meetings thru teams chat.

Cosmetologist (self-employed) 2008 thru 2016

• Cutting hair with shears, razors, and clippers.

• Variety of styles of perms

• Coloring, foiling, bleaching, and highlighting

• Corn rolls, braids, updos of all styles

• Business management, keeping up with yearly taxes, managing clients and inventory. Knowing and maintaining state board standards for operations and cleanliness. Southeastern Title & Abstract Company Title Processor 2005 thru 2007

• Answering phones, faxing, shipping packages, using computer and all office programs.

• Searching Warranty deeds at court houses. Reading surveys and preparing Warranty deeds.

• Handling client property buys and sells from start to finish. Preparing mortgage loan docs. Constant contact with buyer, seller, and realtor. Setting up and completing closing.

• Maintaining at least 15 to 20 files for closings at a time. SunTrust Bank 2003 thru 2005

• Hired in as a Teller handling a cash drawer and computer systems memorizing codes for transactions.

• Maintain banking compliance

• Promoted to Head Teller

• Preformed all the same duties as Teller with added responsibilities consisting of shipping and receiving money. Balancing bank vault and keeping track of reporting.

• Counting and batching credit card machine and ATM. Keeping track of report and verifying all money orders and cashiers checks.

• Opening and closing branch and signaling all clear for other employees to enter safely.

• Supervising tellers setting schedules for open and close times, drive thru and front line work times, and lunch and break schedules.

• Promoted to Loan Officer

• Responsibility included taking loan applications and handling thru approvals and funding. Pulling credit reports and preparaing loan documents after final approval. Contacting references and employers for verification. Setting loan closing and handling signing, closing, and funding.

• Opening and closing checking, savings, CDs, and IRA accounts. Supporting business and large client accounts. Taking credit card applications and notifying of approval.

• Maintaining a strong knowledge of banks process and all banking knowledge including current rates and laws and rules pertaining to products and services.

• Preforming all other office duties. Answering calls and routing. Keeping track of office supplies, faxing and copying, and maintaining security protocol. EDUCATION

Loudon High School 1995 thru 1999 Diploma Received

• Passed 4 years of college prep courses.

• Member of Drama and Softball Team

• Student worker in the Guidence Office first half of the day during the first half of senior year. Assisting guidance counselor with all office duties and peer counseling. Then attending classes for extra credits graduation credits already attained.

• Participated in Co-Op program second half of senior year attending classes half a day for extra credits graduation credits already attained and working as office secretary for Turn Key Plumbing the rest of the day. Awarded National Scholars Award 1999. Awarded 2 scholarships at graduation.

East Tennessee State University 1999 thru 2002

• General course requirements

• Major Criminal Psychology

• Minor in Criminal Justice

East Tennessee State Cosmetology School 2007 thru 2008

• Completed all required courses

• Logged 1500 on the floor training hours.

• Completed required training in all areas of cosmetology for Nail Tech, Estitician, and Cosmetology.

• Attained additional certification not required in Speciality Foiling and Coloring.

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