Leah McConnell
Calhoun,GEORGIA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Onboarding Specialist
ExactCare Pharmacy
Valley View, OH
08.2024 - Current
- Coordinated and tracked initial patient assessments, ensuring field representatives received necessary support for optimal patient care.
- Facilitated seamless onboarding processes for new clients, ensuring compliance with regulatory standards.
- Provided comprehensive explanations of medication management services, focusing on strategies to optimize health outcomes.
- Facilitated interdepartmental communication to enhance client experience during onboarding phases.
- Implemented feedback mechanisms to gather insights and refine the onboarding process continuously.
Customer Service Agent
ShyftOff
Remote
04.2024 - 05.2024
- Facilitated vehicle donation processing and addressed customer inquiries to uphold high standards of service and maintain accurate records in the customer database.
- Managed high-volume calls, ensuring timely and accurate responses to service requests.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Product Expert
ShyftOff
Remote
12.2023 - 04.2024
- Provided comprehensive customer support for tax software, including troubleshooting download, installation, login, and navigation issues, aiding in document importation, and assisting with the print and filing processes, while also addressing basic tax-related inquiries.
- Facilitated customer interactions by employing exceptional communication skills and a deep sense of empathy to enhance customer experience.
- Developed comprehensive product knowledge resources to support sales and customer service teams.
Customer Experience Accounts Receivable Specialist
Airgas
Remote
02.2022 - 11.2023
- Managed invoicing processes, ensuring timely and accurate billing for clients.
- Streamlined collections procedures, enhancing cash flow and reducing outstanding receivables.
- Enhanced customer satisfaction by efficiently resolving queries and issues, establishing and maintaining positive client relationships.
- Collaborated with sales, finance, and operations departments to address billing issues, ensuring accurate invoicing and proper payment allocation.
- Utilized advanced accounting software to maintain accurate customer account data, analyzed payment trends, and implemented measures to reduce credit risk.
Lead Trainer Customer Experience Representative
Mannington Mills
Hybrid Remote
08.2016 - 10.2021
- Designed and implemented comprehensive training programs that enhanced the performance of the Customer Experience team and improved customer satisfaction.
- Developed and delivered effective training materials using innovative instructional techniques and technologies to enhance learning and skill application.
- Facilitated training sessions for both in-person and virtual environments, promoting continuous growth and empowering representatives to provide exceptional customer service.
- Conducted thorough evaluations and performance assessments, offering personalized coaching and feedback to foster ongoing team development and performance enhancement.
Customer Service Representative II
Mannington Mills
Hybrid Remote
05.2014 - 08.2016
- Managed customer accounts with precision, optimizing the onboarding experience through diligent adherence to detail and accuracy.
- Upheld company standards through professional communication, ensuring customer satisfaction by adhering to established procedures and guidelines.
- Addressed and resolved customer inquiries and issues promptly, utilizing advanced computer technology to navigate high volumes of calls and emails.
Customer Service Representative I
Mannington Mills
Hybrid Remote
02.2012 - 05.2014
- Resolved customer inquiries and concerns with promptness and effectiveness, achieving complete customer satisfaction.
- Provided accurate product information and tailored solutions to customer questions, leveraging extensive knowledge of company offerings.
- Managed customer database operations and documented interactions meticulously, utilizing consumer communications software and online resources for up-to-date information.
Education
High School Diploma - Business Management
Georgia Northwestern Technical College
Rome, GA02-2026
High School Diploma - Patient Care Assistant
Calhoun High School
Calhoun05-2008
Skills
- Customer Service Expertise
- Effective Communication Skills
- Analytical and critical thinking
- CRM/Software knowledge
- Software knowledge
- Performance Metrics Tracking
- Account Management
- CRM knowledge
- Performance tracking
- Cross-functional coordination
Timeline
Onboarding Specialist
ExactCare Pharmacy
08.2024 - Current
Customer Service Agent
ShyftOff
04.2024 - 05.2024
Product Expert
ShyftOff
12.2023 - 04.2024
Customer Experience Accounts Receivable Specialist
Airgas
02.2022 - 11.2023
Lead Trainer Customer Experience Representative
Mannington Mills
08.2016 - 10.2021
Customer Service Representative II
Mannington Mills
05.2014 - 08.2016
Customer Service Representative I
Mannington Mills
02.2012 - 05.2014
High School Diploma - Business Management
Georgia Northwestern Technical College
High School Diploma - Patient Care Assistant
Calhoun High School