Larryka Leonard
Miami
Summary
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.
Overview
7
7
years of professional experience
2020
2020
years of post-secondary education
Work History
WFH CSR
VXI Global Solutions LLC
Miami
04.2023 - 06.2025
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Analyzed customer feedback data to identify areas of improvement.
- Participated in team meetings or training sessions when necessary.
- Adhered to company's established protocols for handling confidential data.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Researched required information using available resources.
- Provided customer service support to customers over the phone and by email.
- Processed orders, forms, applications, and requests.
Lead CSR
Alorica
Cutler Bay
02.2018 - 12.2023
- Monitored performance metrics such as average handle time, first contact resolution rate, and call abandonment rate to assess team performance against set goals.
- Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
- Maintained accurate records of customer interactions and transactions.
- Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Education
South Dade Senior High School
Homestead, FLSkills
- Customer service
- Data analysis
- Call management
- Order processing
- Customer relationship management
- Complaint resolution
- Performance monitoring
- Process improvement
- Confidential data handling
- Product knowledge
- Effective communication
- Team collaboration
- Time management
- Problem solving
- CRM software
- Customer focus
- Call center experience
- Microsoft Office Suite
- Customer RMA management
Timeline
WFH CSR
VXI Global Solutions LLC
04.2023 - 06.2025
Lead CSR
Alorica
02.2018 - 12.2023
South Dade Senior High School