Dennis Leota
Midvale
Summary
Results-oriented professional specializing in customer interactions and service solutions. Expertise in conflict resolution and communication fosters customer satisfaction and loyalty. Collaborates effectively within teams, adapting to evolving needs while delivering efficient, empathetic service to meet organizational goals.
Overview
25
25
years of professional experience
Work History
Driver / Transport
Uber
Salt Lake City, Utah
02.2017 - Current
- Completed over 1000 rides and navigated 1000 miles across Salt Lake City, Provo, Park City, and Logan UT, enhancing service reach.
- Ensured safe and timely arrival of passengers, contributing to high customer satisfaction.
- Managed routes using Android and Apple apps while tracking mileage, fuel costs, maintenance, and expenses through organized spreadsheets.
Customer Service Agent / Shift Supervisor / Float
ABM Industries
Salt Lake City, UT
09.2019 - 02.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new employees on company policies and customer service protocols.
- Coordinated daily shift schedules to optimize staffing levels and workflow efficiency.
Ramp Agent / Shift Supervisor
Truman Arnold companies
Salt Lake City, UT
02.2017 - 10.2019
- Coordinated baggage handling, ensuring timely loading and unloading of aircraft.
- Supervised ramp operations, ensuring efficient loading and unloading of aircraft and ground support equipment.
- Coordinated schedules for ramp agents, optimizing workforce allocation during peak periods.
- Monitored performance metrics, identifying areas for improvement in ramp operations and logistics.
Customer Account Specialist / Collections /Help Desk
Black Turtle Services
Sandy, Utah
08.2014 - 11.2017
- Resolved customer inquiries efficiently, ensuring high satisfaction levels through effective problem-solving techniques.
- Resolved user inquiries through remote assistance tools, enhancing customer satisfaction.
- Negotiated payment arrangements with clients to achieve favorable outcomes for both parties.
Cashier /Tow Truck Operator
Central Parking
Salt Lake City, UT
12.2010 - 12.2014
- Operated cash register efficiently at the parking facility., ensuring accurate cash flow and accountability.
- Processed customer transactions, ensuring quick service at parking facility.
- Assisted customers in promptly locating their vehicles, enhancing their experience.
- Collaborated with team members to ensure smooth operations daily.
Customer Service Representative
Xerox / Humana
Sandy, UT
06.2008 - 05.2011
- Resolved customer issues by leveraging company knowledge base, improving customer satisfaction and retention.
- Managed customer inquiries across phone, email, and chat, ensuring timely and effective responses.
- Collaborated with team members to streamline service delivery processes, leading to more efficient resolutions.
- Educated customers on product features and service offerings.
Lead Customer Care Associate / Ramp trainer
Worldwide Flight Services
Salt Lake City, UT
11.2006 - 06.2008
- Led customer service team to improve guest experience and satisfaction through targeted initiatives.
- Resolved customer inquiries using effective communication and problem-solving techniques, fostering positive customer relationships.
- Managed 25 airport workers across ticketing, baggage claims, quality control, ramp, and data entry, ensuring smooth operations.
Mental Health Support Worker /Driver /Patient Transporter
Copper Hills Youth Center
West Jordan, Utah
09.2001 - 11.2006
- Led group therapy sessions and activities focused on skill-building, promoting social integration and personal growth.
- Collaborated in developing individualized care plans for residents, enhancing overall well-being and treatment outcomes.
- Delivered emotional support to youth during crisis situations, fostering resilience and coping strategies.
Education
Associate of Science - Criminal Justice
American Samoa Community College
Pago Pago, American Samoa05-1998
Tafuna High School
Pago Pago, American Samoa06-1996
Skills
- Customer service
- Problem-solving
- Conflict resolution
- Punctuality
Timeline
Customer Service Agent / Shift Supervisor / Float
ABM Industries
09.2019 - 02.2024
Driver / Transport
Uber
02.2017 - Current
Ramp Agent / Shift Supervisor
Truman Arnold companies
02.2017 - 10.2019
Customer Account Specialist / Collections /Help Desk
Black Turtle Services
08.2014 - 11.2017
Cashier /Tow Truck Operator
Central Parking
12.2010 - 12.2014
Customer Service Representative
Xerox / Humana
06.2008 - 05.2011
Lead Customer Care Associate / Ramp trainer
Worldwide Flight Services
11.2006 - 06.2008
Mental Health Support Worker /Driver /Patient Transporter
Copper Hills Youth Center
09.2001 - 11.2006
Tafuna High School
Associate of Science - Criminal Justice
American Samoa Community College