Customer Service Leader with 30+ Years Experience

LESLIE STEELE

**** ****** **, ******** ** ***** · 270-***-**** · ******.*********@*****.***

CUSTOMER SERVICE FOCUSED PROFESSIONAL

CLIENT CENTERED · DETAIL DRIVEN · LEADER · MENTOR · HIGHLY EFFECTIVE PROFILE

• More than 30 years of experience in office procedures to include all areas from receptionist to Office Manager

• Communications skills using a clear & conscious voice, including energy, empathy, honesty, pride, and clarity.

• Customer Service experience of 30 plus years to include retail, construction, and service industries; building valuable relationships, and resolving complaints.

• Experience in various facets of organizing, scheduling, and event planning.

• Outstanding blend of organization, prioritization, multi-tasking skills.

• Oversee monthly/weekly training meetings.

PROFESSIONAL EXPERIENCE

Office Manager, OMS Communications Group LLC (2023-2025)

• Organize, set up, and implement policies and procedures.

• Accounts Receivable: General Ledger entries, process invoices, and monitor receipts of payments.

• Human resources: Post openings to Indeed.com, onboard new employees, process payroll, and mange travel arrangements.

• New Business Management: Inquire and obtain licenses, locate and secure needed spaces in new locations.

• Provide administrative duties for OMS partners additional businesses entities.

• Customer Care Specialist, Arrow Exterminators Inc (2022-2023)

• Customer Service-General point of contact: answered phones, processed payments, handled complaints, etc.

• Maintained account information using CRM software.

• Handled Daily Accounts Receivable Calls for collections.

• Scheduled renewals, appointments, and callbacks for other pest control services.

• Printed daily schedules and service tickets.

• Posted, uploaded, and filed renewals.

• Maintained Renewal accounts: monitored A/R timeline of accounts; sent letters, made collection calls, scheduled removals.

• Maintained Forms tracker: uploaded, deleted, cancelled items as needed.

• Completed production board daily with production details.

• Office Manager back-up as needed. (Acting OM as of 7/1/2023-9/2023)

• Posted daily production, verified callbacks, received payments for new service.

• Managed daily deposit: posted receivables to customer account, entered deposit for banking, tracked goals.

• Oversaw collection calls to meet daily deposit.

• Coordinated incoming branch email.

• Managed office insuring assigned duties are completed as assigned.

• Point of contact for escalated customer service complaints and questions.

• Processed new sales: Enter sale, schedule, and confirm payment information, create new service folder.

• Verified daily schedules are full for service professionals, home evaluators; if not make calls to schedule appointments.

Inside Sales Specialist, Arrow Exterminators, Inc. (2021-2022)

• Obtained KY Pest control license.

• Oversaw employee pay tracker, weekly overtime, and weekly production.

• Sold Pest control service by phone and contacted former customers to regain their service.

• Used CRM software to keep records of customer interactions, recorded details of inquiries, complaints, or comments, as well as action taken.

• Generated digital service agreements for new service, scheduled service.

• Scheduled appointments for Home Evaluator(s) • Completed sales board with daily sales information. Billing Clerk, Ervin Cable Construction (2020-2021)

• Reviewed daily sheets for correctness, and submitted to payroll.

• Entered redlines on billing copy of construction maps.

• Managed billing copy of construction maps: entered redlines, checked accuracy, and status of completeness.

• Oversaw employee pay tracker, weekly overtime, and weekly production. Office Manager, Bluegrass Insulation (2015-2019)

• Conducted Payroll, Processed all Accounts Payable & Accounts Receivable paperwork for the branch.

• Ordered material for branch needs to include job specific items, inventory, and office supplies.

• Lead branch duties for Human Resource responsibilities to include new hires, insurance renewals, & employee training.

• Oversaw and revised office procedures as needed for optimal efficiency and workflow.

• Managed meetings to include customer meetings, monthly safety meetings, holiday events, & employee meetings.. Framer-Cashier, Hobby Lobby (2011-2014)

• Executed custom framing orders in a timely fashion to meet deadlines.

• Organized workspace for optimal efficiency and stocked shelves.

• Operated cash register.

Receptionist, Student worker, Southern Ky Community Technical College (2011-2012)

• Managed Computer lab to include scheduling students, kept clean, and administered computer support.

• Used multitasking skills to answer switchboard, handle student & visitor questions, directed visitors, performed. various tasks for multiple instructors to include copies, data entry, etc., while handling information as confidential and efficiently.

Special Order Coordinator/Sales/Sales Support, Hill Motley Lumber Company Inc (2007-2009)

• Processed Special Orders: data entry, checked pricing, received, prepared for accounts payable.

• Provided support at sales counter and operated register.

• Interpreted construction plans for customer/contractors for materials needed and prepared quotes.

• Supported outsides sales staff by processing quotes, customer orders, & delivery work orders for shipping yard. Additional Career Experience •

Available upon request.

EDUCATION & TRAINING

ACT Work Keys Certificate, Unemployment Office (2019) Business Management Bachelor of Science, Western Kentucky University (2015) Certificate of Advanced Professionalism, Western Kentucky University (2015) Associate of Art, Southern Ky Community Technical College (2013) Associate of Applied Science Business Administration, Southern Ky Community Technical College (2012)

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