Leah Knudsen
Gainesville
Summary
Motivated and customer service-focused individual with 17+ years of customer service experience. Excellent reputation for improving customer satisfaction, excelling at all duties and responsibilities, and overall operational improvements.
Overview
12
12
years of professional experience
Work History
Call Center Agent 3
CAMPUS USA Credit Union
11.2021 - Current
- Enhancing call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Training new call center agents by teaching them our systems & procedures, providing feedback, and setting goals.
- Consistently meeting or exceeding performance goals.
- Demonstrating empathy and understanding when dealing with difficult situations.
- Focusing on a positive member experience through follow-ups, cross-selling, and seeking ways to increase efficiency.
- Working with peers on the Fun Committee in order to improve engagement within the department.
Insurance Service Analyst II
Nationwide Insurance
05.2016 - 11.2021
- Collaborated with members, agents, and underwriters on tasks such as coverage changes, billing assistance, and general inquires.
- Partnered with management to pilot and improve new programs and procedures
- Contributing member of Click to Chat, Phone Team, Service Plus Email Team, and Cross-Sell/Up-Sell Team
- Trained and coached both new hires & tenured reps as a Subject Matter Expert and Peer Mentor
- Knowledgeable in Commercial, Farm, and Commercial Lines Transformation policies
- Implemented a "Root Cause Problem Solving" team during the Lean rollout consisting of peers and leadership to diagnose and solve problems, improve ease and efficiency throughout departments, and reduce overall company costs
- Consistently performed in top 10% of Service Center
- Awarded the Mission Moments that Matter for February 2021 based on Performance Driven Behaviors
- Generated relationships with agents, members and internal partners
- Co-chaired the department Engagement Committee for over a year
Assistant Manager
Zaxby's
11.2015 - 05.2016
- Facilitated opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Trained new team members and monitored existing team members, developing improvement plans when necessary
- Supervised team of 4-7 employees per shift
- Monitored cash intake by counting drawers throughout the day, balancing the safe at the end of each day, and making bank deposits each morning
- Delegated daily tasks for each team member
- Created weekly schedules by analyzing future service demands
- Promoted up-selling by implementing contests for employees
Team Lead/Trainer
Convergent Contact Solutions
07.2012 - 10.2015
- Composed curricula, instructions, documents and written tests for both new hire classes and refresher courses for existing employees
- Mentored employees to help with continuous improvement which enhanced both employee and customer satisfaction
- Created and implemented incentive programs for employees to promote up-selling programs to our customers
- Improved customer satisfaction by de-escalating supervisor calls through education, active listening, and finding resolutions that helped the customer without jeopardizing the company's interest
- Liaison with our client to improve relationships and job efficiencies
Education
Kennesaw State University
Kennesaw, GAHigh School Diploma -
George Walton High School
Marietta, GA05.2009
Skills
- Customer Service
- Call Center Operations
- Typing speed of 80 WPM
- Leader
- Team-oriented
- Communication
- Problem-solving Skills
- Reliable
- Organized
Timeline
Call Center Agent 3
CAMPUS USA Credit Union
11.2021 - Current
Insurance Service Analyst II
Nationwide Insurance
05.2016 - 11.2021
Assistant Manager
Zaxby's
11.2015 - 05.2016
Team Lead/Trainer
Convergent Contact Solutions
07.2012 - 10.2015
Kennesaw State University
High School Diploma -
George Walton High School