Summary
Overview
Work History
Skills
Additional Information
Awards
Timeline
StoreManager
Delleandra Levi

Delleandra Levi

Austin,Texas

Summary

Committed to delivering unparalleled service and support, I am dedicated to ensuring customer satisfaction. With a deep understanding of customer service best practices, I excel at finding innovative solutions to address customer needs effectively. Proficient in implementing these strategies, I strive to provide exceptional service that exceeds expectations.

Overview

9
9
years of professional experience

Work History

Customer Advocate Specialist

Blue Apron
11.2022 - Current


  • Demonstrated empathy and professionalism in assisting customers with resolving issues related to platform usage, deliveries, and account management
  • Managed high volume of customer inquiries, averaging 150-200 customers per shift, while creating shortcuts, macros, and scripts within Zendesk to streamline customer interactions, maintaining professionalism while demonstrating empathy
  • Maintained accurate customer records and generated reports, documenting each interaction and the actions taken to resolve issues
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.

Property Manager

K. Estates
12.2020 - Current


  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
  • Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.

24/7 Live-In Caregiver

Right At Home, Austin
01.2022 - 11.2022
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Enhanced nutritional intake of clients by preparing healthy meals according to dietary restrictions or preferences.
  • Administered medications accurately and timely, ensuring proper dosages for optimum client health.
  • Established trust with clients and their families through effective communication, empathy, and professionalism.

Social Media Ambassador/ Technical Support

VXI Global Solutions/ Client: Meta Quest
06.2021 - 12.2021


  • Call Documentation: Accurately record customer interactions, technical details, and resolutions in the call center's CRM system. Maintain detailed and organized records to ensure effective follow-up and issue tracking.
  • Escalation Management: Identify and escalate critical issues, product defects, or recurring problems to appropriate internal teams
  • Analyzed data from social media analytics tools to optimize content strategy and improve overall performance.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.

Medical Claims Specialist

Teleperformance/ Highmark Health
06.2020 - 08.2021


  • Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
  • Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
  • Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
  • Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.

Team of Experts, Team Lead

T-Mobile
04.2018 - 03.2021
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
  • Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.

Customer Service Account Expert

T-Mobile
07.2015 - 02.2018
  • Strengthened relationships with key accounts through consistent follow-ups and updates on ongoing issues or initiatives.
  • Earned recognition as a top performer within the team, consistently meeting or exceeding individual and team targets.
  • Mitigated risk by adhering to industry regulations, company policies, and data privacy standards when managing customer accounts.
  • Assisted customers with account setup, guiding them through the process and ensuring all necessary information was accurately gathered.
  • Reduced average call handle time without sacrificing quality of service by employing effective problem-solving techniques.
  • Mentored new hires on company policies, procedures, and best practices for optimal performance in their roles as Customer Service Account Specialists.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Upsold products and services strategically, increasing average transaction value and revenue generation.

Skills


  • Software implementations
  • Customer Relationship Management
  • Data Analysis
  • Issue Resolution
  • Client Training
  • Collaboration
  • Telephone and email etiquette
  • User Support
  • Workforce Planning
  • CRM software proficiency
  • Time Management
  • Task Prioritization

Additional Information

~80 WPM, True

Awards

  • Surpassed annual sales quota by 25% in 2018 at T-Mobile.
  • Ranked in top 5% out of 195 representatives in Austin, Texas at VXI Global Solutions.
  • Consistently received excellent reviews from clients and their families for compassionate care provided to patients during hospice and caregiving services. Recognized as the top caregiver at Right at Home for outstanding service and dedication.

Timeline

Customer Advocate Specialist

Blue Apron
11.2022 - Current

24/7 Live-In Caregiver

Right At Home, Austin
01.2022 - 11.2022

Social Media Ambassador/ Technical Support

VXI Global Solutions/ Client: Meta Quest
06.2021 - 12.2021

Property Manager

K. Estates
12.2020 - Current

Medical Claims Specialist

Teleperformance/ Highmark Health
06.2020 - 08.2021

Team of Experts, Team Lead

T-Mobile
04.2018 - 03.2021

Customer Service Account Expert

T-Mobile
07.2015 - 02.2018

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Delleandra Levi