Joanna Leppo
Lakeland,FL
Summary
Dependable [Job Title] with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Team Lead- Customer Service Representative
Disabled Veteran Services
Westerville, OH
06.2022 - Current
- Resolved escalated customer complaints or queries promptly and efficiently.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Analyzed data from various sources to identify trends or patterns in customer behavior.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound calls to facilitate customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative
WellDyneRx
Lakeland, FL
11.2021 - 06.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Area Supervisor
Keystone Human Services
Lancaster, PA
01.2007 - 09.2021
- Developed and implemented policies, procedures and objectives for group home.
- Monitored staff performance to ensure compliance with regulations and standards.
- Provided guidance and support to staff in handling challenging situations with residents.
- Conducted training sessions for new employees on group home policies, protocols, and procedures.
- Maintained accurate records of resident progress reports, incident reports, medication administration logs.
- Worked closely with the clinical team to develop treatment plans for each resident based on diagnosis.
- Coordinated with other departments such as social services, medical teams, and community organizations to provide optimal care for residents.
- Ensured that all required documents are completed accurately including intake forms, consent forms, assessments.
- Held regular meetings with staff members to review policies and procedures and discuss challenges or successes.
Education
Bachelor of Arts - Sociology
Lock Haven University of Pennsylvania
Lock Haven, PA05-2004
Skills
- Employee engagement
- Coaching and Mentoring
- Complaint resolution
- Call Center Operations
- Leadership
- Content management expertise
- Multitasking
Timeline
Team Lead- Customer Service Representative
Disabled Veteran Services
06.2022 - Current
Customer Service Representative
WellDyneRx
11.2021 - 06.2022
Area Supervisor
Keystone Human Services
01.2007 - 09.2021
Bachelor of Arts - Sociology
Lock Haven University of Pennsylvania
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