Christina Leonard
Deale,Maryland
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to consistently ensure customer satisfaction and loyalty. Demonstrates effective collaboration within teams and adapts to changing needs while maintaining focus on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting customer and organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
The Michaels Organization
02.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Coordinated and confirmed appointments to maintain efficient service operations.
- Ensured complete and accurate capture, data entry, and maintenance of resident information.
- Maintained detailed records of resident interactions, including inquiries, comments, complaints, and actions taken.
- Compiled and generated detailed reports to support customer service operations.
- Ensured timely completion and submission of daily work in compliance with company and Air Force regulations.
- Organized and facilitated meetings and presentations within the office.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Resource Specialist
MedStar Orthopedic Institute
06.2016 - 02.2020
- Handled patient requests and concerns, facilitated communication between patients and doctors, and processed prior authorization approvals.
- Handled high volume calls, coordinated appointment schedules, and processed medication orders from physicians.
- Coordinated consults from hospitals, provided post-operation guidance, and managed prescription orders and faxes.
Orthopedic Technician
MedStar Orthopedics Institute
09.2015 - 06.2016
- Greeted patients and obtained patient history information
- Assisted doctors with patient care
- Record patient’s blood pressure, pulse, weight
- Removed surgical stitches/staples and apply post surgical care
- Fit patients with braces and other orthopedic needs
- Apply and remove cast/splints
- Draw up injections for physician
- Change dressings and care for wounds
- Phone and chart medications ordered by the physician
- Answer phone calls, faxes and emails
- Obtain prior authorization approval from insurance company for procedures for patients
Patient Service Coordinator
MedStar Orthopedics Institute
08.2014 - 09.2015
- Greet patients and obtained patient history information
- Assisted doctors with patient care
- Check in/out patients
- Knowledge of PROPM, Allscripts, Pheresia
- Verify insurances for patients
- Collect co-payments and other fees from patients
- Fill out patient's forms i.e.; disability, FMLA and physician statements
- Set appointments for patients
- Quick problem solver in high paced office
- Answer phone calls, faxes and emails
- Obtain prior authorization approval from insurance company for procedures for patient
Senior Emergency Dispatch Aide
Prince George’s County Public Safety Communications
06.2008 - 08.2015
- Receive calls from the public on emergency and non-emergency telephone lines, determine the type of service required and obtain the necessary information for dispatch
- Ability to extract pertinent information from the callers who at times may be upset and incoherent
- Process information requests using various technical systems and equipment including MILES, NCIC, Sheriff and PGIM, etc
- Maintain confidentiality of all information related to law enforcement activities covered by various Federal, State and local regulations
- Train new employees
- Demonstrate the ability to answer phones properly utilizing the appropriate greeting and differentiate between emergency and non-emergency calls for service
- Maintain the ability to satisfactorily handle requests made by the public, such as information on traffic conditions, directions and other miscellaneous inquiries which do not require dispatching of public safety units
- Maintain knowledge of other agencies within the county and the state government who may be able to assist the public with non-public safety matters and be capable of accurately identifying which agency a telephone call should be transferred to
- Maintain the ability to understand and efficiently operate the various technical systems and equipment necessary to obtain and properly process calls for service
- This includes the TDD, VESTA, Language Line, Mapping programs, CAD, etc
- Maintain a pleasant and calming telephone manner and be able to extract pertinent information from the callers who at times may be emotionally upset and incoherent
- Retain the proper formats for making the computer inquiries and be able to interpret the information that is received from the various agencies via the computer
- Maintain a working knowledge of and the ability to properly operate the Deaf Teletype System
- Quality Assurance for Emergency Medical and Police
- Senior Emergency Dispatch Aide continued
Orthopedic Technician
Commonwealth Orthopedics
01.2004 - 06.2008
- Greeted patients and obtained patient history information
- Assisted doctors with patient care
- Record patient’s blood pressure, pulse, weight
- Removed surgical stitches/staples and apply post surgical care
- Fit patients with braces and other orthopedic needs
- Apply and remove cast/splints
- Draw up injections for physician
- Change dressings and care for wounds
- Phone and chart medications ordered by the physician
- Answer phone calls, faxes and emails
- Obtain prior authorization approval from insurance company for procedures for patient
Education
High School Diploma -
Chopticon High School
Morganza, MD06-2000
Skills
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Customer service
- Scheduling
- Active listening
- Administrative support
- Microsoft PowerPoint
Certification
- The Association of Public Safety Communications Officials Communications Training Officer
- Microsoft Office Specialist (MOS) - Microsoft.
PROFESSIONAL ATTRIBUTES
- Six years of experience in the Public Safety Communications field.
- Three years with a focus in the quality assurance of Public Safety Communications.
- Proficient and extensive working knowledge of9-1-1, Law Enforcement, and Fire/EMS
- Standard Operating Procedures.
- Highly respected, organized, professional reputation, proven leadership and personnel skills.
- Well established ability to work in a team environment.
- Effectively establish and maintain productive working relationships.
- Regarded as a motivated and independently productive professional with exceptional problem solving skills.
- Highly sought out for special projects and assignments.
- Possess a positive attitude toward the successful completion of assigned tasks.
- Successful completion of training of numerous Emergency Dispatch Aides.
- Experienced in Microsoft Outlook, Word, Excel, and PowerPoint
Timeline
Customer Service Representative
The Michaels Organization
02.2020 - Current
Resource Specialist
MedStar Orthopedic Institute
06.2016 - 02.2020
Orthopedic Technician
MedStar Orthopedics Institute
09.2015 - 06.2016
Patient Service Coordinator
MedStar Orthopedics Institute
08.2014 - 09.2015
Senior Emergency Dispatch Aide
Prince George’s County Public Safety Communications
06.2008 - 08.2015
Orthopedic Technician
Commonwealth Orthopedics
01.2004 - 06.2008
- The Association of Public Safety Communications Officials Communications Training Officer
- Microsoft Office Specialist (MOS) - Microsoft.
High School Diploma -
Chopticon High School
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