Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
Generic

Leafy Studard

Potts Camp,MS

Summary

Experienced Customer Experience Specialist seeking growth opportunities within WM. Utilizing extensive knowledge in logistics, dispatch, and customer communications to further develop skills. Hardworking and highly motivated professional eager to contribute combined knowledge and skills to enhance business performance. Leverages seasoned work ethic to quickly adapt to different processes and drive company objectives, whether working independently or as part of a team. Resourceful and results-driven approach with passion for growth and efficiency. Aims to meet company needs and increase service value.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Waste Managment
03.2024 - Current
  • Fields customer service inquiries and handles customer service transactions independently and proficiently
  • Validates customer needs and concerns with appropriate active listening techniques.
  • Uses authorized systems to gather information, provide information, and/or update customer records.
  • Delivers essential information on different services, associated charges, payment structures, and contractual terms.
  • Demonstrates ownership of the customer issue by providing one call resolution
  • Exhausts all potential solutions prior to raising queries.
  • Serves as an advocate for customers with repeat issues by engaging the right department and people within WM.
  • Communicates concise and accurate information.
  • Supports other service lines when required.
  • Attempts to retain customers who call to cancel services by probing for cancellation reasons
  • Serves as a Contact Back agent to handle a multitude of customer concerns via email to lessen their need to call in.

Technical Support Representative-Contractor

Intuit TurboTax via Working Solutions
01.2024 - Current
  • Resolved an average of 50 customer technical issues per day, via phone and chat channels, achieving a 95% customer satisfaction rating through active listening, effective troubleshooting, and prompt resolution.
  • Effectively used Salesforce, Slack and other CRM programs simultaneously to navigate quickly while helping customers.
  • Implemented stringent protocols to maintain the confidentiality of customer information and avert identity fraud.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Team Lead/Medicare Advocate-Contractor

AgentC Solutions, LLC
01.2023 - 10.2023
  • As Team Lead:
  • Set work targets and schedules, enhancing team performance.
  • Enforced company policies while providing guidance and support as needed, revealing sound judgment and decision-making ability.
  • Mentored and coached team members to ensure successful performance.
  • Supervised the daily work of staff to ensure work prioritization and quality.
  • Monitored daily operations, utilizing organizational and problem-solving skills to identify areas for improvement.

Quality Specialist

Magnolia Health Plan
05.2017 - 02.2020
  • Developed and implemented quality control systems to ensure product compliance with industry standards.
  • Participated in external audits conducted by regulatory bodies or third party organizations.
  • Created comprehensive reports that demonstrated product performance against set goals and objectives.
  • Monitored employee performance to ensure adherence to established policies and procedures.
  • Maintained accurate records of test results, audit findings, corrective actions and other related data.
  • Collaborated with management personnel from multiple departments concerning quality initiatives.
  • Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.

Team Lead Medical Assistant

Urgent Team
02.2015 - 10.2016
  • Executed tasks in compliance with HIPAA rules concerning private patient records.
  • Demonstrated exceptional leadership by overseeing medical assistant team.
  • Provided support to other clinical personnel by answering phones, scheduling appointments, coordinating referrals and authorizations.
  • Exhibited excellent multitasking capabilities while maintaining efficiency within rapidly changing conditions.
  • Ensured the accuracy of collected patient information through skilled communication.

Medical Assistant/Phlebotomist

West Cancer Center
12.2012 - 12.2014
  • Delivered exceptional support to two oncology physicians by applying advanced skills acquired during externship.
  • Facilitated orientation programs for newly hired medical assistants.
  • Collaborated with seasoned pain management specialist to assess chronic pain patients.
  • Proficient in handling various administrative tasks efficiently.
  • Facilitated efficient delivery of various medical treatments alongside physicians and nurses.
  • Interviewed patients to compile comprehensive treatment records.

Inventory Control Analyst

Williams Sonoma
03.1999 - 10.2000
  • Optimized cost efficiency through refined inventory procedures.
  • Maintained accurate records of all incoming and outgoing stock items and managed the tracking system.
  • Engaged in weekly sessions with top management to assess advancements in inventory control
  • Evaluated inventory status, discovered discrepancies, and devised corrective measures.

Wave Coordinator

Thomas & Betts
10.1994 - 11.1998
  • Directed approximately 30 staff members in managing the fulfilment and shipping tasks.
  • Facilitated interdepartmental communication to streamline order fulfillment efforts.
  • Developed and implemented procedures to streamline the coordination of customer orders.
  • Monitored project deadlines to ensure timely completion.
  • Oversaw numerous projects concurrently, ensuring timely completion.
  • Worked seamlessly with warehouse personnel to enhance goods transport efficiency.
  • Elevated customer satisfaction by addressing delivery concerns in a timely and effective manner.
  • Minimized extra labor costs through strategic adjustment of driver assignments in response to workload.
  • Coordinated incoming and outgoing shipments to maintain schedules.
  • Managed inventory levels for optimal cost savings and minimal stockouts.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
  • Tracked and managed transfer paperwork such as packing lists.
  • Used in-house tracking system to schedule shipments of goods to customer warehouses.
  • Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.

Education

Associate - Medical Assistant

Vatterott College
Memphis, TN
01.2013

Skills

  • Sales
  • E-commerce
  • Order management system
  • Software troubleshooting
  • Order entry
  • Organizational skills
  • Communication skills
  • Quality Systems
  • Dispatch
  • Logistics
  • Computer skills
  • Management
  • Outbound sales
  • Account management
  • IT
  • Salesforce
  • Quality Control
  • Task Monitoring
  • Production Monitoring
  • Process Improvement Initiatives
  • Job Assignments
  • Performance Improvement
  • Insurance Requirements
  • Call Transfers
  • Team Member Motivation
  • Performing Evaluations
  • Team Monitoring
  • Upselling Techniques
  • Leadership
  • Quality Assurance
  • CRM software
  • Typing
  • Team management
  • Outbound calling
  • Customer relationship management
  • Microsoft Office
  • Customer support
  • Customer service

Certification

AED Certification

Assessments

  • Work style: Reliability, 02/01/24, Proficient
  • Call center customer service, 11/01/22, Proficient
  • Attention to detail, 10/01/23, Proficient
  • Sales skills, 12/01/22, Proficient
  • Medical receptionist skills, 11/01/22, Proficient
  • Administrative assistant/receptionist, 06/01/23, Proficient
  • Teamwork: Interpersonal skills, 07/01/23, Proficient
  • Customer service, 10/01/22, Proficient
  • Customer focus & orientation, 10/01/22, Proficient
  • Scheduling, 02/01/24, Proficient
  • Sales fit, 12/01/22, Proficient

Timeline

Customer Service Representative

Waste Managment
03.2024 - Current

Technical Support Representative-Contractor

Intuit TurboTax via Working Solutions
01.2024 - Current

Team Lead/Medicare Advocate-Contractor

AgentC Solutions, LLC
01.2023 - 10.2023

Quality Specialist

Magnolia Health Plan
05.2017 - 02.2020

Team Lead Medical Assistant

Urgent Team
02.2015 - 10.2016

Medical Assistant/Phlebotomist

West Cancer Center
12.2012 - 12.2014

Inventory Control Analyst

Williams Sonoma
03.1999 - 10.2000

Wave Coordinator

Thomas & Betts
10.1994 - 11.1998

Associate - Medical Assistant

Vatterott College

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Leafy Studard