Hi, I’m
Lea Perry
Albuquerque,NM
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau
Summary
Strong leader and problem-solver with experience overseeing multiple tasks and managing employees successfully. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
years of professional experience
Work History
Verizon Wireless
Customer Service Manager
10.2021 - 12.2023
Job overview
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Created customer support strategies to increase customer retention.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Handled complex and sensitive client relations and quality control issues to minimize negative impacts on business direction.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Verizon Wireless
Customer Care Representative
10.2021 - 10.2022
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly, and escalated major issues to a supervisor.
- Updated account information to maintain customer records.
- Assisted customers with account evaluation.
- Assessed to see where value can be added to the customer.
- Assisted in tier-one troubleshooting and general account maintenance.
- Supported peers through Slack
- Supported direct supervisor with running team meetings and peer-to-peer coaching.
La Posada De Santa Fe Resort And Spa
Spa Manager
04.2013 - 10.2017
Job overview
- Oversaw calendar to manage team schedules and keep shifts appropriately staffed.
- Trained and supervised spa staff on best practices, sales techniques, and customer service.
- Recommended spa treatments and services, boosting sales and bringing in new clientele.
- Oversaw upkeep of the entire facility and notified maintenance for service repairs.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Managed activities related to staff training, treatment procedures, inventory management, and marketing.
The Taos News
Receptionist
03.2005 - 09.2011
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered the phone promptly and directed incoming calls to the correct offices.
- Managed multiple tasks and met time-sensitive deadlines.
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
University of New MexicoAlbuquerque, NM
Bachelor of Arts from Psychology
05.2020
Skills
- Work History
- Customer Relationship Management
- Staff Support
- Performance Feedback
- Service Issue Resolution
- Training Junior Team Members
- Conflict Resolution Techniques
- Management Support
- Interdepartmental Collaboration
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company CultureCareer advancementPersonal development programsTimeline
Customer Service Manager
Verizon Wireless
10.2021 - 12.2023
Customer Care Representative
Verizon Wireless
10.2021 - 10.2022
Spa Manager
La Posada De Santa Fe Resort And Spa
04.2013 - 10.2017
Receptionist
The Taos News
03.2005 - 09.2011
University of New Mexico
Bachelor of Arts from Psychology