SalesForce
James Legg
Customer Success Professional
Darlington,SC
Summary
I am a quality-oriented professional with 13 years of total experience, with 3 years experience in sales and 10 in customer service leadership. Skills include experience with database management, conflict resolution, customer satisfaction/development, and management of multi-site call centers. I have received a multitude of awards for outstanding service and leadership, including a sales reward for the territory having highest income/growth as well as building a call center database to answer over 80% of all call questions that is still in use today.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Sales Support Specialist
Genova Diagnostics
Asheville, NC
05.2021 - 03.2023
- Awarded for top growth and revenue FY 2022
- Built and managed strong relationships through customer support for strategic domestic and international accounts
- Conducted periodic reviews for continuous improvement of processes and material acquisitions
- Analyzed data to reduce error rates, improve revenue, and renew contracts
- Engaged in new business development and enrichment of customer experience for current clients
- Partnered with leadership and multiple departments for developing new testing options and ensuring clients needs will be met.
- Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Assisted customers with sales needs such as inventory and shipping questions.
Unload Associate / Coach
Home Depot
Asheville, NC
10.2021 - 09.2022
- Provided training and support to teammates.
- Utilized forklift or pallet truck to load, unload, transport and store goods, up to 3000 items per shipment.
- Reviewed incoming shipments for correctness to ensuring no damage or duplication of orders.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Customer Service Representative Team Lead
Genova Diagnostics
Asheville, NC
10.2013 - 05.2021
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Ensured corporate compliance by compiling team metrics reports to improve call quality, efficiency and workload management.
- Handled over 75 day-to-day customer contact via phones, faxes, and emails.
- Supervised teams up to 20 members in size with guidance, support and direction for high-quality customer care.
- Evaluated staff performance and provided feedback to improve customer service delivery on bi-weekly basis.
- Onboarded and trained customer representatives to meet performance and service goals of 80% svc and average call time of 5 minutes.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Assistant Team Lead
Alpine Access
Hendersonville, NC
09.2012 - 10.2013
- Coordinated weekly meetings for internal and external groups.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Addressed customer service overflow to reduce complaints.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Program Support Agent
Alpine Access
Hendersonville, NC
09.2011 - 09.2012
- Informed clients of policies and procedures.
- Advised customers about new products and assisted customers in determining best Microsoft Xbox product for needs.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
Customer Care Professional
Alpine Access
Lexington, SC
07.2010 - 09.2011
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
BBA - Business Economics
Francis Marion University
Florence, SC 09.2005 - 05.2010
Skills
Data Analysisundefined
Certification
Zendesk Customer Service Professional Certificate, Zendesk
Honors Awards
- American Veterans Medal Recipient - US Air Force JROTC, 2004, Awarded for Outstanding Leadership and Academic Excellence.
- National Soujournerrs Medal Recipient - US Airforce JROTC, 2003, Recognition for Leadership and Academic Excellence
- Gold STAR Award - Genova Diagnostics, 03/01/23, Recognition for going above and beyond in service to clients. Received over 20 times during tenure.
- Genova Diagnostics Service Award - Genova Diagnostics, 10/01/18, Recognition for 5 years of continues service.
Accomplishments
- American Veterans Medal Recipient - US Air Force JROTC 2004 Awarded for Outstanding Leadership and Academic Excellence.
- National Soujournerrs Medal Recipient - US Airforce JROTC 2003 Recognition for Leadership and Academic Excellence
- Gold STAR Award - Genova Diagnostics Mar 2023 Recognition for going above and beyond in service to clients. Received over 20 times during tenure.
Affiliations
Member of Clinical Research Professionals - LinkedIn
Member of Health Care Compliance Association (HCCA) Group - LinkedIn
Member of Hospital Administration and Healthcare Executive - LinkedIn
Member of Healthcare Bowl - Glassdoor
Software
Atlassian Jira
Microsoft Office
Workforce Schedule
Timeline
Unload Associate / Coach
Home Depot
10.2021 - 09.2022
Sales Support Specialist
Genova Diagnostics
05.2021 - 03.2023
Customer Service Representative Team Lead
Genova Diagnostics
10.2013 - 05.2021
Assistant Team Lead
Alpine Access
09.2012 - 10.2013
Program Support Agent
Alpine Access
09.2011 - 09.2012
Customer Care Professional
Alpine Access
07.2010 - 09.2011
BBA - Business Economics
Francis Marion University
09.2005 - 05.2010
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