Summary
Overview
Work History
Education
Skills
Timeline
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KEIARA LEONARD

Duluth,GA

Summary

Self-motivated individual and currently seeking to expand and grow in the customer service industry. Organized Call Center Agent offering four year career in customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Friendly Call Agent handles fast-paced call center settings. Offering excellence multitasking, written and verbal communication abilities. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in microsoft word, teams, excel etc. Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls. Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers.

Overview

5
5
years of professional experience

Work History

Call Center Operator

Intralot USA
12.2021 - Current
  • Sports Betting
  • Handled chat support, Inbound calls, and email inquiries, promptly addressing customer needs
  • Delivered comprehensive support on Sports Betting products, account-related matters, and promotions
  • Took detailed notes during interactions and maintained an updated CRM database for future reference
  • Maintained account and issue reports in Excel
  • Assisted customers with their requests, ensuring prompt resolution and follow-up
  • Consistently exceeded company expectations for excellent customer service, maintaining a friendly and professional demeanor
  • Escalated issues following internal processes and procedures to ensure high-quality service delivery.
  • Assisted customers by answering questions and responding to inquiries.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Team Member

Jamba Juice
09.2019 - 03.2020
  • Provide outstanding customer service in a fast paced and fun environment
  • Develop a working knowledge of menu items, recipes, prices and serving sizes
  • Handle cash/credit card/tower card transactions effectively and accurately
  • Maintain a clean and sanitary work area
  • Maintain stock/inventory in production
  • Perform other duties as assigned.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.

Shift Leader

Smoothie King
09.2018 - 09.2019
  • Managed restaurant operations and team during scheduled shifts, ensuring quality, cleanliness, and exceptional guest service
  • Assisted team members at the point of sale (POS) in executing product offerings and promotions
  • Maintained a comprehensive understanding of non-management positions, allowing me to provide support and assistance as needed
  • Proactively communicated problems and significant matters to the General Manager for prompt resolution
  • Supported company standards for operations, marketing, communications, and brand identity
  • Adapted to various duties and responsibilities as requested, contributing to the overall success of the restaurant.

Party Host

Malibu Grand Prix
05.2018 - 08.2018
  • Acted as the main point of contact for group and birthday reservations, ensuring a smooth and enjoyable experience
  • Prepared party areas in advance and welcomed guests, overseeing all aspects of the event, including food service and overall needs
  • Provided tickets, tokens, and wristbands upon arrival, operating cash registers and assisting guests with inquiries
  • Maintained cleanliness and organization in work areas and offered first aid assistance as needed
  • Assisted with telephone inquiries and performed opening and closing procedures
  • Adapted to additional duties as required to support operational efficiency.

Personal Care Assistant

Country Gardens Assisted Living
06.2020 - 11.2020
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Assisted with daily living activities, running errands, and household chores.
  • Assisted patients with self-administered medications.

Personal Care Assistant

SYNERGY HomeCare
11.2020 - 02.2021
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted patients with self-administered medications.
  • Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
  • Ran errands for patients, did shopping, and picked up other necessities.
  • Entertained, conversed, and read aloud to keep patients mentally alert.
  • Transported individuals to events and activities, medical appointments, and shopping trips.

General Manager

Tropical Smoothie
02.2021 - 08.2021
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Trained new employees on proper protocols and customer service standards.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Veterinary Assistant

Banfield Animal Hospital
08.2021 - 01.2022
  • Provided customer support to clients, answering questions and addressing concerns.
  • Positioned animals for diagnostic imaging such as x-rays and scans.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Administered medications to animals in treatment and documented changes in condition.
  • Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
  • Recorded symptoms and documented medical observations to inform treatment decisions.
  • Restrained animals for examination and treatment.
  • Cleaned, sterilized and maintained kennels, operating rooms, and surgical equipment.
  • Followed safety protocols for handling animals.
  • Maintained clean and safe animal living areas.

Front Desk Receptionist

Banfield Animal Hospital
08.2021 - 01.2022
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Completed all tasks in compliance with company policies and procedures.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Resolved customer problems and complaints.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Organized, maintained and updated information in computer databases.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Handled assignments independently with good judgement and critical thinking skills.

Education

High School Diploma -

Phoenix High School

Associate of Business Administration -

Gwinnett Technical College
Lawrenceville, GA

Skills

  • SKILLS & ABILITIES
  • Written and Verbal Communication, Self-Motivated, Self – Starter, Microsoft Office Suite, Leadership Skills, Detailed-Oriented
  • Call Center Operations
  • Policy Adherence
  • Windows Vista
  • Scripted Calls
  • Assist Customers
  • Procedural Streamlining
  • Train Employees
  • Quality Assurance Controls
  • Process Optimization
  • Plates Presentation

Timeline

Call Center Operator

Intralot USA
12.2021 - Current

Veterinary Assistant

Banfield Animal Hospital
08.2021 - 01.2022

Front Desk Receptionist

Banfield Animal Hospital
08.2021 - 01.2022

General Manager

Tropical Smoothie
02.2021 - 08.2021

Personal Care Assistant

SYNERGY HomeCare
11.2020 - 02.2021

Personal Care Assistant

Country Gardens Assisted Living
06.2020 - 11.2020

Customer Service Team Member

Jamba Juice
09.2019 - 03.2020

Shift Leader

Smoothie King
09.2018 - 09.2019

Party Host

Malibu Grand Prix
05.2018 - 08.2018

High School Diploma -

Phoenix High School

Associate of Business Administration -

Gwinnett Technical College

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KEIARA LEONARD