Summary
Overview
Work History
Education
Skills
Other Positions Held:
Timeline
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Ken Leffler

Marion,IA

Summary

Seasoned leader with a proven track record at ImOn Communications, enhancing customer satisfaction and spearheading performance improvement initiatives. Skilled in operations management and staff oversight, achieving higher employee retention rates and fostering positive work environments. Demonstrates exceptional policy implementation and customer relations, driving significant improvements in service quality and operational efficiency.

Overview

10
10
years of professional experience

Work History

Customer Care Supervisor

ImOn Communications
06.2022 - 11.2024
  • Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
  • Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Developed comprehensive training materials to expedite new hire onboarding process.
  • Liason for the third party technical support group, Vendor Manager.

Operations Manager

Walmart
03.2022 - 06.2022
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Store Manager

CVS Pharmacy
01.2022 - 03.2022
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Site Director

GCO Services
10.2021 - 01.2022
  • Trained Supervisors on effective performance techniques, Floor Management strategies, and driving a positive culture.
  • Coordinated staff and employee activities to promote a safe, positive and productive sales environment.
  • Recruited and hired top-quality staff to fill important positions.
  • Performed continuous evaluations of sales and revenue activities as well as implemented improvement plans.

Director of Services

Moxie Solar
07.2021 - 10.2021
  • Hired, developed, motivated and retained top talent.
  • Ensured compliance with industry standards and regulations by conducting regular audits and assessments of departmental processes.
  • Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
  • Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.

Sales Manager

Infinity
03.2021 - 07.2021
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.

Technical Support Center Manager

NRTC - National Rural Telecommunications Cooperative
11.2020 - 03.2021
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Managed daily operations to ensure smooth functioning of the support department.
  • Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
  • Developed and maintained relationships with customers to enhance customer satisfaction.

Customer Support Manager

Ready Wireless
05.2015 - 11.2020
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.

Education

No Degree - Criminal Justice

Southeastern Community College
Keokuk, IA
05-1993

Skills

  • Operations management
  • Policy implementation
  • Performance improvement
  • Staff oversight
  • Account management
  • Customer relations

Other Positions Held:

  • Director of Operations -Thomas L. Cardella & Associates (7 months of tenure)
  • Senior Sales Manager -Infinity (6 years of tenure)
  • PRC -Operations Manager (3 years of tenure)
  • General Manager -Best Buy (1 year of tenure)
  • Director of Operations -Access Direct (2 years of tenure)
  • Client Services Manager -Access Direct (2 years of tenure)
  • Program Manager, Operations Manager -Access Direct (6 years of tenure)
  • Call Center Manager -APAC Teleservices (5 years of tenure)

Timeline

Customer Care Supervisor

ImOn Communications
06.2022 - 11.2024

Operations Manager

Walmart
03.2022 - 06.2022

Store Manager

CVS Pharmacy
01.2022 - 03.2022

Site Director

GCO Services
10.2021 - 01.2022

Director of Services

Moxie Solar
07.2021 - 10.2021

Sales Manager

Infinity
03.2021 - 07.2021

Technical Support Center Manager

NRTC - National Rural Telecommunications Cooperative
11.2020 - 03.2021

Customer Support Manager

Ready Wireless
05.2015 - 11.2020

No Degree - Criminal Justice

Southeastern Community College

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Ken Leffler