DeAngelice LeBlanc
Tulsa,OK
Summary
Seasoned Customer Care Specialist with 7 years of experience in resolving complex issues and providing exceptional support in the travel industry. Expert in handling high profile escalations and adept at problem-solving to enhance customer satisfaction.
Overview
8
8
years of professional experience
Work History
Team Leader
Cx Loyalty
Tulsa, OK
04.2021 - Current
- As a Team Leader at Cx Loyalty, I effectively spearheaded a dynamic customer service team, focusing on optimizing client satisfaction and loyalty through the development and implementation of strategic initiatives
- My role encompassed the oversight of daily operations, ensuring the delivery of exceptional service while maintaining compliance with company policies and industry regulations
- I played a pivotal role in coaching and mentoring team members, enhancing their skills and performance through targeted training programs and one-on-one support
- By analyzing key performance indicators, I was able to identify areas for improvement, leading to the successful execution of process enhancements that boosted efficiency and productivity
- My leadership contributed to fostering a collaborative environment that encouraged innovation and continuous improvement, driving the company's reputation for excellence in customer experience
Specialist III (HelpDesk)
CX Loyalty
Tulsa, OK
07.2019 - 03.2021
- Resolve complex customer service inquiries by collaborating with team leads to ensure positive resolutions
- Train peers on multiple systems, such as Chase, US Bank, ALG, and FIS, to improve overall team skill and service delivery
- Negotiate with airlines, hotels, and vendors to effectively address customer issues and challenges
- Work alongside Help Desk colleagues to create and apply client-centric solutions that enhance customer satisfaction and loyalty
- Technical Support, IT for program WSPN and SABRE
Travel Consultant
CX Loyalty
Tulsa, OK
02.2017 - 07.2019
- Facilitated efficient travel planning by coordinating air, vehicle, and lodging logistics, with a focus on accuracy and client contentment
- Provided tailored customer support by promptly addressing travel-related questions and effectively resolving service issues
- Enhanced travel experiences for Chase Sapphire Reserve customers by offering knowledgeable guidance within the Ultimate Rewards program
Education
High School Diploma -
Booker T Washington High School
Tulsa, Oklahoma01.2013
Some College (No Degree) - Computer And Information Sciences
Harvard University Online
Cambridge, MASkills
- Performance monitoring
- Office 365 migration
- Technical support
- Resource allocation
- Human resources
- Health monitoring
- Crisis management expertise
Timeline
Team Leader
Cx Loyalty
04.2021 - Current
Specialist III (HelpDesk)
CX Loyalty
07.2019 - 03.2021
Travel Consultant
CX Loyalty
02.2017 - 07.2019
High School Diploma -
Booker T Washington High School
Some College (No Degree) - Computer And Information Sciences
Harvard University Online