Leah Cobb
Brooklyn
Summary
Professional in retail management with solid background in operations and leadership. Known for optimizing store performance through effective team collaboration and strategic planning. Strong in inventory management, customer service, and staff training. Adaptable to changing environments, ensuring consistent achievement of business goals.
Overview
13
13
years of professional experience
Work History
Assistant Store Manager
Charter Communications
New York, NY
04.2025 - Current
- Supervise day-to-day operations to meet performance, sales goals, and service expectations.
- Maintained customer experience in a large volume store with fast pace traffic.
- Maintain a clean, safe, and organized store environment to enhance the customer experience.
- Motivating and developing Store Specialist with generating new sales opportunities, customer escalations, and workflow processes.
- Partnering with Store Manager to recap sales and each specialist performance.
- Developed strong working relationships with staff, fostering positive work environment.
Lead – Video Repair
Charter Communications
Queens, NY
11.2022 - 04.2025
- Achieved two silver awards and one bronze award for surpassing monthly performance metrics.
- Supported my colleagues through collaborative efforts and helped by delivering constructive feedback.
- Handled Escalated Calls as part of the NYC Escalations Team to deescalate customers, resolve ongoing service issues, complaints, and billing issues.
- Conducted individualized training sessions with 20 agents to enhance their proficiency in utilizing the tools for optimal efficiency.
Video Repair Tech Support Rep
Charter Communications
Queens, NY
01.2021 - 11.2022
- Handled customer technical support cases through phone and email submission.
- Improved existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.
- Maintained system functionality by testing computer components.
- Answered high volume calls to deliver service and support to end-users using and operating automated call distribution phone software, via remote connection.
Customer Service Dept. Head
Stop & Shop
Queens, NY
04.2020 - 01.2021
- Supervised day-to-day operations in the customer service department.
- Responded to customer service issues in a timely manner.
- Created effective customer service procedures, policies, and standards.
- Developed customer satisfaction goals and coordinated with the team to meet them on a steady basis.
- Implemented an effective customer loyalty program.
- Maintained accurate records and documented all customer service activities and discussions.
- Assessed service statistics and prepare detailed reports on your findings.
- Hired and trained new customer service agents.
- Managed the approved budget of the customer service department.
Assistant Manager
AT&T Retail
New York, NY
04.2013 - 09.2019
- Worked in a team-oriented, fast paced changing environment.
- Strong leadership and communication skills
- Monitoring individual and team sales performance.
- Set up appointments for them with Managers and/or Retail Sales.
- Coaching and assisting sales team to meet and exceed sales targets.
Education
Information technology
Pace University
New York, NY08-2010
Diploma - Science and Technology
Middle College High School
Brooklyn, NYSkills
- Customer Service
- Call Center
- Salesforce
- Microsoft Office Suite
- Time Management
- Windows OS
- SharePoint
- Google Office
- Problem-solving
- Customer service and engagement
- Time management
- Attention to detail
Accomplishments
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Assistant Store Manager
Charter Communications
04.2025 - Current
Lead – Video Repair
Charter Communications
11.2022 - 04.2025
Video Repair Tech Support Rep
Charter Communications
01.2021 - 11.2022
Customer Service Dept. Head
Stop & Shop
04.2020 - 01.2021
Assistant Manager
AT&T Retail
04.2013 - 09.2019
Diploma - Science and Technology
Middle College High School
Information technology
Pace University
Recommendations
Available Upon Request