Summary
Overview
Work History
Education
Skills
Timeline
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Courtney Leonard

Santa Clarita,CA

Summary

I am seeking an employment opportunity with a fast past growing company. I am interested in expanding my skill set to further advance my career, in a more diverse work environment. I am hardworking, ethical, also detail-oriented. I am a dedicated professional with strengths in project management, customer service, clerical, communications, and editing. I come with a strong background, cultivating positive relationships with clients and peers. I am confident that I would be an asset to your company.

Overview

16
16
years of professional experience

Work History

Customer Retention Specialist

Lamps Plus
Chatsworth
11.2017 - Current
  • Diffusing escalated situations through excellent problem-solving and customer service skills
  • Responding to emails and calls to deliver prompt resolution for service or account problems
  • Maintaining key performance indicators and met productivity standards with one-call resolution
  • Establishing and building trust in my relationship with customers to better understand needs
  • Delivers fast and friendly service to handle questions and service complaints
  • Answers inbound calls to handle various concerns, set appointments and close sales
  • Processing customer inquiries, payments and service requests
  • Documenting, researching and resolving customer service issues.
  • Managing customer calls efficiently in fast-paced call center environment.
  • Handles clerical work and filing.

Installed Sales Department Manager

Lowes
Santa Clarita
03.2013 - 11.2017
  • Coordination of installations with contractors and monitoring project execution
  • Point of contact between the customer, team members, and contractors at jobsite.
  • Organization of operations for the products, assigning teams, and document processing.
  • Development of PSI program and training initiatives.
  • Handling of defective product complaints, replacement and return request.
  • Coordination of closing sales with project specialists.
  • Clerical
  • Training and motivational strategies.

Mortgage Specialist

Bank of America
Lancaster
02.2011 - 03.2013
  • Verification of loan agreements
  • Customer operations support
  • Processing of payments and modification of documents.
  • Scheduling of closing appointments
  • Loan program assistance.
  • Reviewing loan submissions to validate compliance with loan policies, laws and regulations.
  • Pre-approval loan process.
  • Optimal loan assistance.
  • Loan underwriting
  • Managing delinquent account holders repayment plans.

Credit Specialist

Credit Acceptance
Las Vegas
08.2008 - 01.2011
  • Managing credit approval process of loan application.
  • Collaboration with lenders to structure solutions for client's needs.
  • Loan restructuring and modification.
  • Marketing and servicing related products.
  • Credit reporting and approvals to credit agencies
  • Application status updates and notifications.

Education

Bachelor of Science (B.S.) - Digital Filmmaking -

Los Angeles Film School
Los Angeles, CA
12-2021

Skills

  • Clerical
  • Typing
  • Payment Processing
  • Sales
  • Hospitality
  • Account Management
  • Support and Processing
  • Quality Control
  • Customer Service
  • Order Processing
  • Retention
  • Customer Relations
  • Merchandise Orders and Exchanges
  • Escalations
  • Adobe
  • Microsoft Office

Timeline

Customer Retention Specialist

Lamps Plus
11.2017 - Current

Installed Sales Department Manager

Lowes
03.2013 - 11.2017

Mortgage Specialist

Bank of America
02.2011 - 03.2013

Credit Specialist

Credit Acceptance
08.2008 - 01.2011

Bachelor of Science (B.S.) - Digital Filmmaking -

Los Angeles Film School

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Courtney Leonard