Donald W. Leonard JR
Copperas Cove,TX
Summary
Loyal, detail-oriented, and adaptable Service Professional with experience in multiple industries including Financial Services, Automotive Rental industry, and Telecommunications. Possess extensive knowledge of credit card processes, fraud prevention, and regulatory compliance. Significant expertise in organizing people and devising efficient procedures to achieve team goals. Willing to expend great effort to serve others. Reputation for following through on commitments made.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Team Lead -Meat/Produce, and Receiving
WALMART
01.2018 - 01.2025
- Responsible for operations in the various departments, managing employees, keeping products ordered as needed, tracking staff per business needs, and monthly inventory in the fresh food area.
- Before becoming a team lead in 2022, I worked as a remodel and stocking associate, then moved to the fresh department covering both meat and produce.
Sr. Customer Service Coordinator—HVS
capital one bank
- Handled inbound calls with credit card customers who have inquiries about their accounts.
- Researched and answered customer inquiries and requests regarding products, rates, and services while providing an excellent customer experience and handling concerns through one-call resolution.
- Ensured all audit and security policies and procedures are followed in accordance with company policy and federal regulations.
- Assured timely resolution of issues utilizing all available channels.
- Informed and educated customers to help them make well-informed decisions essential to utilizing their credit card.
- Selected by manager to serve as a team lead to ensure that customer follow ups were completed and done as promised to the customer.
- Assisted manager with sending out the weekly agent performance numbers and metrics tracking.
Sr. Customer Service Coordinator—Spark Business
capital one bank
01.2013 - 01.2017
- The High Value Servicing (HVS) small business queue is a unique servicing group focused on providing a World-Class service experience for our HVS business population.
- Service, inform and educate customers with regard to their account and help them make well-informed decisions essential to utilizing their business credit card.
- Use consultative sales techniques to encourage usage of the SPARK credit card.
- Periodically consult with the customer regarding their personal credit card accounts.
- Rated as 'Very Strong' for 2015 and 2016 performance evaluation.
Fraud Intake Coordinator—FAST
capital one bank
06.2015 - 12.2015
- Selected to be part of a department lend to help cover the fraud department from June- December 2015.
- Responsible for moderately complex research and analysis of account activity to assess levels of risk.
- Took appropriate corrective action through customer contact to verify legitimate usage.
- Provided review and analysis of risky or exception conditions.
- Investigated account activity to identify fraud.
- Verified account activity and customer identity.
- Properly tracked and documented claim information.
- Took necessary steps to resolve discrepancies and close claims in the system.
- Recognized by manager for having multiple customer compliment calls.
- Consistently ranked in the Top 10% for metrics.
- Selected by manager to conduct peer coaching to share knowledge and best practices.
Service Tech 1
Bright house network
01.2007 - 01.2013
- Responsible for troubleshooting, maintaining, repairing, and servicing issues at the customer’s home.
- Before promotion to service tech, worked in the call center helping customers to trouble shoot issues over the phone for all services (home phone, internet, and cable TV).
- Received multiple monthly bonuses for having the lowest repeat call back after first service call.
- Promoted from Advance Broadband Service Department in 2011.
Service Shift Manager
Dollar rent a car
01.1997 - 01.2006
- Managed an average crew of 50-150 (depending on the season) rental agents, inventory staff, service agents, and vehicle transporters.
- Handled fleet distribution, payroll management, scheduling, performance management, and customer service.
- Maintained office operations and fleet Inventory.
- Processed FDC paperwork for automotive fuel, storage & distribution.
- Maintained storage tanks to ensure proper function & safety.
- Simultaneously managed two business operations during the Thrifty Car Rental & Dollar Rent A Car merger; Maintained that responsibility on a permanent basis.
- Promoted from previous positions of Rental Agent, Inventory Staff, Service Agent, and Vehicle Transporter.
Education
Associate of Science Degree - Electronic Engineering Technology
ITT Technical Institute
Tampa, Florida03.2004
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Operating systems installation
- Operating systems removal
- Operating systems configuration
- Windows 98
- Windows ME
- Windows XP
- Windows Vista
- Windows 7
- Windows 8
- Windows 10
Certification
FCC Certified
Timeline
Team Lead -Meat/Produce, and Receiving
WALMART
01.2018 - 01.2025
Fraud Intake Coordinator—FAST
capital one bank
06.2015 - 12.2015
Sr. Customer Service Coordinator—Spark Business
capital one bank
01.2013 - 01.2017
Service Tech 1
Bright house network
01.2007 - 01.2013
Service Shift Manager
Dollar rent a car
01.1997 - 01.2006
Sr. Customer Service Coordinator—HVS
capital one bank
Associate of Science Degree - Electronic Engineering Technology
ITT Technical Institute
Professional Development
Multiple Capital One E-Learning Courses & Classes: Business Code of Conduct and Ethics, Information Security, Safety and Security at Capital One, Information Retention, Regulatory Compliance Training, Insider Trading Awareness, Servicemembers Civil Relief Act, Americans with Disabilities Act
Personal Information
Title: Customer Service Agent