Customer Service Team Leader
Resume:
LEANNA TORRES
New Britain, CT *****
*****************@*****.***
Seasoned Customer Service Representative ready for any team or business need with strong customer service knowledge and natural leadership talents. Top-notch relationship-builder, articulate communicator and decisive manager with 18 years of experience. Dedicated to enabling team members to exceed business targets. Authorized to work in the US for any employer
Team Leader-Quality Assurance Rep
LAZ Parking - Hartford, CT
May 2019 to Present
• Stepped up to assist customer service manager with complaints and issues during times when department was short- staffed.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Greeted customers and listened closely to problems described to determine solutions.
• Escalated issues to proper supervisors when standard processes were not effective.
• Managed schedules, and found coverage for short shifts.
• Handled troubleshooting tasks and used methods to immediately rectify assembly line issues.
• Trained new Customer Care Agents by relaying information on company procedures, and delivered constructive criticism upon completion of job tasks.
• Answered constant flow of customer calls with up to at least 100 calls in queue per minute. Senior Account Representative
Safe Home Security - Middletown, CT
October 2018 to May 2019
• Utilized sales scripts and advanced closing skills to handle pre-screened inbound and outbound calls with potential customers.
• Identified issues with proactive approach and resolved or escalated problems.
• Performed targeted collections on past due accounts aged over 90 days.
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
• Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
• Inbound/Outbound Call Center
L
WORK EXPERIENCE
Personal Care Assistant
Allied inc - South Windsor, CT
October 2015 to December 2018
• Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
• Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
• Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well- informed.
• Helped clients maintain optimal health by overseeing medication administration and all doctor's appointments.
• Provided safe mobility support to help patients move around personal and public spaces.
• Transported patients daily via wheelchair to and from rehabilitation and daily activities.
• Provided compassionate and patient-focused care to cultivate well-being. Sales
Nordstrom Westfarms - Farmington, CT
April 2010 to July 2015
• Established beneficial professional networks and partnerships to gain insight and campaign support resulting in long-term business relationships.
• Resolved issues that impacted sales and business outcomes.
• Identified client needs, built relationships and overcame objections to drive sales.
• Set up calendar with customer birthdays and other special events for personal touch.
• Utilized effective communication and active listening skills to create client rapport to grow profitability. Sales Support Representative
AT&T Store - Farmington, CT
February 2006 to October 2010
• Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
• Developed working knowledge of CRM to effectively track sales leads and activities.
• Assisted customers with sales needs such as inventory and shipping questions.
• Learned and frequently used multiple sales systems to investigate, track and correct customers' issues.
• Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
• Blocked and faced products on displays and shelves in accordance with company policy.
• Greeted customers and directed to requested products.
• Stayed current on available products, store promotions and customer service policies to better shoppers. Customer Service Representative
Verizon - Wallingford, CT
September 2005 to August 2006
• Recommended Price plans and equipment to customers, and thoroughly explaining details.
• Suggested new procedure to persuade cancelling customers to stay with company, resulting in decrease of cancellations.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Answered constant flow of customer calls with up to at least 100 calls in queue per minute.
• Answered customer telephone calls promptly to avoid on-hold wait times. Teller
New Alliance Bank - Wethersfield, CT
September 2004 to September 2005
• Executed customer transactions, including deposits, withdrawals, money orders and checks.
• Upheld strict financial controls by keeping funds secure and accurately transferring monies.
• Checked amount details and fraud markers for transaction papers such as checks and money orders.
• Processed quarterly vault and ATM audits with zero error rate.
• Coordinated daily cash reconciliation in high-volume location.
• Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
• Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
• Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse. High school diploma in Registered Nursing
Goodwin College - East Hartford, CT
August 2017
• Typing: Expert
Microsoft office: Advanced
• Team Management (9 years)
• Troubleshooting Skills (10+ years)
• Business Operations (10+ years)
• Supervising (5 years)
EDUCATION
SKILLS
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