Eshe Leak
Pittston,PA
Summary
Operations manager with verifiable successes in driving company growth, minimizing employee turnover and maximizing customer retention. Established history of leading multiple operations to a minimum 8 percent improvement in year-over-year sales totals. Proficient in all major employee evaluation, office and point-of-sale software. Authorized to work in the US for any employer.
Overview
16
16
years of professional experience
Work History
Provider Relations Representative
Molina Healthcare -Broad-Path
Remote, PA
06.2022 - 10.2022
- Fostered strong, positive relationships with key providers by coordinating, facilitating and leading partnership meetings and identifying on-site enrollment opportunities.
- Managed provider relations mailbox by triaging inquiries, facilitating resolution of incoming requests and forwarding requests to appropriate parties.
- Researched and resolved disputes, billing discrepancies and claims efficiently to maintain customer satisfaction.
- Answered provider inquiries per via email, telephone and written correspondence.
Client Service Representative
Paychex Inc
Remote
10.2021 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Introduced clients to available online resources and services to increase convenience.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Customer Service Representative
PNC Financial Services Group
Remote
09.2019 - 06.2020
- Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served
- Resolves customer service inquiries and issues
- Recommends appropriate solutions
- Refers complex or reoccurring issues
- Account and Billing
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Concentrix, Remote
02.2019 - 08.2019
- Assist customers with billing issues, purchases, unrecognized charges, unauthorized charges, issue refunds and etc
- Assist customers with canceling subscriptions and how to manage subscription (educate)
- Assist customers with disabled accounts or account errors within scope of support
- Transfer calls as needed to correct department
- Account and Billing
Kelly Connect
07.2018 - 01.2019
- Assist customers with billing issues, purchases, unrecognized charges, unauthorized charges, issue refunds and etc
- Assist customers with canceling subscriptions and how to manage subscription (educate)
- Assist customers with disabled accounts or account errors within my scope of support
- Transfer calls as needed to correct department
Production Clerk
Gonnella Frozen Products
Hazleton, PA
08.2016 - 07.2017
- Examine documents, materials, and products
- Confer with department supervisors and other personnel to
- Assess progress and needed changes
- Revise production schedules when required due to design changes,
- Material shortage and order requests
- Records production data, including volume produced consumption of
- Materials and quality control measures
- Distributes production schedules
- Input staff work schedules into ADP weekly
- Assess weekly inventory
- Log daily call offs from phone line
- Gather and place Office Depot orders monthly
Packer
Gonnella Frozen Products
Hazleton, PA
05.2016 - 08.2016
- Prepare bread for shipment
- Pack bread following a specific set of instructions
- Prepare boxes to be packed and ensure no damages
- Set labeler for codes and dates
- Record samples and weight
- Remove damaged bread
- Count bread
- Pack boxes
- Manage the robot arms and roll lines.
Linen Distributor
Sodexo, Jacobi Hospital
Bronx, NY
06.2012 - 09.2015
- Distributed linen to designated areas in accordance with established par levels in each area
- Maintained each storage and distribution area in a clean and organized condition
- Performed general cleaning tasks using standard products to adhere to health standards
- Performed other duties as requested, such as cleaning unexpected spills and executing special guest request
Site Manager
Kodak
New York, NY
11.2004 - 02.2011
- Review financial statements, sales or activity reports, or other performance data to measure productivity or goal achievement or to identify areas needing cost reduction or program improvement
- Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
- Prepare staff work schedules and assign specific duties
- Resolve customer complaints regarding sales and service
- Oversee sales managers and staff
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
- Prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software
- Interpret and explain human resources policies, procedures, laws, standards, or regulations
- Hire employees and process hiring-related paperwork
- Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities
- Address employee relations issues, such as harassment allegations, work complaints, or other employee concerns.
Merchandise
Radio City Music Hall
New York, NY
10.2002 - 02.2005
- Greet customers and ascertain what each customer wants or needs
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Compute sales prices, total purchases, and receive and process cash or credit payment
- Answer questions regarding the store and its merchandise
- Collect money for drinks served
- Check identification of customers to verify age requirements for purchase of alcohol
- Clean glasses, utensils, and bar equipment.
Education
Some College (No Degree) -
Art Institute
OnlineFashion Institute of Technology
High School Diploma -
Institute of Collaborative Education
Manhattan, NY06.1998
Certificate - IT Security
Google Institute
Online 05.2018
Skills
- Scheduling
- Service Orientation
- Active Listening
- Social Perceptiveness
- Employee relations
- ADP/ Paychex (payroll)
- Performance management
- Human resources management
- FMLA
- Recruiting
- HRIS
- Talent acquisition
- Employee evaluation
- Workers' compensation
- Office manager experience
Timeline
Provider Relations Representative
Molina Healthcare -Broad-Path
06.2022 - 10.2022
Client Service Representative
Paychex Inc
10.2021 - 07.2022
Customer Service Representative
PNC Financial Services Group
09.2019 - 06.2020
Concentrix, Remote
02.2019 - 08.2019
Kelly Connect
07.2018 - 01.2019
Production Clerk
Gonnella Frozen Products
08.2016 - 07.2017
Packer
Gonnella Frozen Products
05.2016 - 08.2016
Linen Distributor
Sodexo, Jacobi Hospital
06.2012 - 09.2015
Site Manager
Kodak
11.2004 - 02.2011
Merchandise
Radio City Music Hall
10.2002 - 02.2005
Some College (No Degree) -
Art Institute
Fashion Institute of Technology
High School Diploma -
Institute of Collaborative Education
Certificate - IT Security
Google Institute
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