Leah Newnam
Franklinville,NC
Summary
Proven leader with a track record of enhancing team efficiency and customer satisfaction at Cone Health HeartCare. Excelled in problem-solving and staff training, significantly improving operations. Skilled with computer and phone literacy and adept at fostering teamwork. Achieved notable success in streamlining processes, evidenced by handling over 25,000 calls monthly.
Overview
14
14
years of professional experience
Work History
Team Leader
Cone Health HeartCare
09.2020 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed effective improvement plans in alignment with goals and specifications.
- Took part in hiring and training of new hires
- Provided excellent customer service at a call center with over 25,000 calls per month
- Entered and called referrals coming into Cone Health HeartCare with on average 2,000 referrals per month.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Legal Secretary
Cahoon and Swisher
05.2019 - 09.2020
- Organized files for court proceedings.
- Diligently edited legal correspondence for grammar and spelling.
- Scheduled and made appointments for 1 attorney.
- Received and placed telephone calls to clients and prospective clients.
- Developed and maintained filing and retrieval systems.
- Created and printed legal documents for attorneys to review.
- Produced and filed various legal documents and electronically preserved updated case record system.
Manager
Skateland USA North
08.2010 - 05.2019
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Associate of Arts - Early Childhood Education
Rockingham Community College
Wentworth, NC06.2015
Skills
- Team Supervision
- Attention to Detail
- Team motivation
- Problem-Solving
- Call Center Operations
- Teamwork and Collaboration
- Staff Training
- Analytical Thinking
- Customer Support
Timeline
Team Leader
Cone Health HeartCare
09.2020 - Current
Legal Secretary
Cahoon and Swisher
05.2019 - 09.2020
Manager
Skateland USA North
08.2010 - 05.2019
Associate of Arts - Early Childhood Education
Rockingham Community College
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