Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Khaliah Leonard

Marshall,TX

Summary

Dynamic customer service professional with extensive experience at Qualfon, excelling in cross-selling and upselling while fostering strong client relationships. Demonstrated empathy and critical thinking to resolve issues efficiently, achieving high customer satisfaction. Proven ability to train staff and streamline processes, contributing to improved operational performance and repeat business.

Overview

4
4
years of professional experience
1
1
Certification

Work History

CSR, Sales

Qualfon
09.2024 - 12.2024
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
  • Delivered exceptional service, consistently meeting or exceeding performance metrics.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Recorded accurate and efficient records in customer database.
  • Monitored service after sale and implemented quick and effective problem resolutions.

CSR

Everise
07.2022 - 10.2024
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

CSR

Sykes Enterprises, Incorporated
08.2021 - 07.2022
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

CSR/Health Lifestyle Coach

Centro Global Solutions
07.2020 - 07.2021
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.

Education

Associate of Applied Science - Health Administration

The College of Health Care Professions
TX
05-2024

Skills

  • Cross-selling and upselling
  • Data entry proficiency
  • Empathy and patience
  • Performance tracking
  • Goal-oriented mindset
  • Customer relations
  • Problem resolution
  • Scheduling
  • Follow-up skills
  • Data entry
  • Building rapport
  • Live chat support
  • Staff training
  • Call center experience
  • Critical thinking
  • Customer service
  • Relationship building
  • Medical terminology
  • Payment processing

Certification

Registered Medical Assistance

Languages

English
Full Professional

Timeline

CSR, Sales

Qualfon
09.2024 - 12.2024

CSR

Everise
07.2022 - 10.2024

CSR

Sykes Enterprises, Incorporated
08.2021 - 07.2022

CSR/Health Lifestyle Coach

Centro Global Solutions
07.2020 - 07.2021

Associate of Applied Science - Health Administration

The College of Health Care Professions

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Khaliah Leonard