Leann Osborne
Canton,TX
Summary
Proven leader with a track record of enhancing customer satisfaction and team performance at Baker Brothers Plumbing, Air, & Electric. Skilled in Microsoft Office Suite and adept at fostering team collaboration, I've driven initiatives that significantly improved service delivery and operational efficiency. Demonstrates exceptional problem-solving abilities and adaptability, ensuring high-quality customer experiences and streamlined processes.
Overview
12
12
years of professional experience
Work History
Member Services Team Lead
Baker Brothers Plumbing, Air, & Electric
06.2021 - 08.2024
- Facilitated conflict resolution between various parties within the organization, fostering a collaborative work environment that prioritized the needs of each stakeholder.
- Mentored junior staff members, empowering them with the skills needed to excel in their roles as Member Services Representatives.
- Managed escalated customer concerns, ensuring timely resolution and positive outcomes.
- Evaluated member feedback to identify trends, informing ongoing process improvements and service enhancements.
- Reduced response times for member inquiries with proactive communication strategies.
- Ensured all team members adhered to quality standards, regularly monitoring performance against established benchmarks.
- Coordinated with other departments to streamline information sharing, resulting in more efficient problem solving for members.
- Analyzed data trends in order to anticipate potential challenges or areas where additional resources may be required.
- Built strong relationships with clients by maintaining consistent follow-up and providing personalized support services tailored to their needs.
- Developed training materials to ensure consistent onboarding and professional development of new team members.
- Provided regular coaching and feedback to team members, fostering a culture of continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Account Representative
GC Services
06.2019 - 11.2019
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted customers to assess satisfaction and current needs.
- Kept detailed records of customer interactions for optimal traceability.
- Implemented customized account plans to meet individual client needs.
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
- Analyzed accounts for delinquencies and other ongoing issues.
- Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred.
- Consistently exceeded quota expectations leading the way among fellow representatives.
- Retained high-value clients by providing exceptional support and personalized service.
- Resolved client disputes professionally, contributing to enhanced brand reputation and client trust.
- Provided regular performance updates to management on account portfolio status, ensuring transparency throughout the organization.
- Processed client payments and updated accounts.
- Interpreted financial data to identify trends and opportunities.
- Negotiated contract terms with clients, securing profitable deals while maintaining mutual satisfaction.
- Streamlined invoice and billing processes for clients, making transactions smoother and less time-consuming.
- Negotiated prices, terms of sales and service agreements.
- Contributed to team objectives in fast-paced environment.
Drive-Thru Leader
Chick-Fil-A Sports Arena
11.2018 - 08.2019
- Coordinated with marketing team on promotional campaigns targeting specific demographics frequenting our establishment''s drivethru.
- Analyzed data from daily reports to identify trends or areas requiring attention within the drive-thru operations.
- Ensured accurate order fulfillment by closely monitoring food preparation and packaging in the drive-thru area.
- Continuously sought feedback from customers and employees to identify areas for improvement in the overall drive-thru experience, implementing changes accordingly.
- Monitored inventory levels in the drive-thru area, ordering necessary supplies to prevent stock shortages or delays in service.
- Increased sales revenue through upselling techniques, promoting special offers, and maintaining a friendly demeanor towards customers.
- Established a positive work environment by celebrating team successes and recognizing individual achievements within the drive-thru staff.
- Conducted regular safety checks of drive-thru equipment, ensuring compliance with company policies and local regulations.
- Maintained cleanliness standards of the drive-thru area, ensuring a positive experience for both staff and customers.
- Collaborated with other store leaders to develop strategies for enhancing customer service at the drive-thru window.
- Developed weekly schedules for the drive-thru employees, balancing availability with business needs to ensure optimal staffing levels at all times.
- Reduced wait times by streamlining the drive-thru process with proper task delegation and communication.
- Improved customer satisfaction by efficiently managing drive-thru operations and timely order delivery.
- Managed cash handling procedures within the drive-thru operation, maintaining accuracy in transactions and daily reconciliations.
- Resolved customer complaints promptly, demonstrating empathy while offering solutions to maintain customer loyalty.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Accurately operated cash register to process customer payments.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Reconciled receipt totals, cash and credit payments to address shortages.
Teaching Assistant
Naval Medical Center Child Development Center
03.2016 - 02.2017
- Managed classroom behavior effectively, creating a positive learning atmosphere conducive to academic success.
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Supported classroom activities, tutoring, and reviewing work.
- Provided additional support for students with special needs, ensuring they received appropriate accommodations and resources.
- Collaborated with fellow teaching assistants to create a consistent and supportive learning environment for students.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Evaluated student performance through regular assessments, tracking progress and adjusting instructional strategies as needed.
- Maintained safety and security by overseeing students in recess environments.
- Participated in professional development opportunities to stay current on educational best practices and enhance teaching skills.
- Fostered strong relationships with parents through regular communication about student progress, concerns, and achievements.
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
Home Health CNA
Grandmother
01.2015 - 02.2016
- Assisted with daily living activities such as bathing, dressing, and grooming to maintain patient hygiene and dignity.
- Improved patient satisfaction by actively listening and addressing concerns or requests promptly.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Performed light housekeeping tasks to maintain a clean, safe, and comfortable environment for patients at home.
- Ensured timely medication administration for improved patient health outcomes.
- Provided mobility support, helping patients move safely around their homes and reducing the risk of falls or injuries.
- Facilitated communication between patients, families, and healthcare providers to ensure all parties were informed of care plans and progress updates.
- Managed wound care by ensuring timely dressing changes and following infection control protocols for optimal healing outcomes.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Prevented cross-contamination by cleaning and sterilizing equipment.
Recreation Aide
MWR Liberty Center
01.2014 - 09.2014
- Collaborated with fellow staff members to create a positive work environment focused on teamwork and mutual support.
- Enhanced participant enjoyment by planning and implementing diverse recreational activities.
- Ensured compliance with state regulations and company policies by thoroughly understanding guidelines and adhering to protocols.
- Delivered recreational programs to meet needs and preferences of diverse resident population.
- Set up and broke down equipment and supplies used in activities, focusing on safe handling and storing.
- Assisted in the planning and execution of special events, such as holiday celebrations or community gatherings, resulting in memorable experiences for attendees.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in recreation management.
- Coordinated facility rentals for private events or group functions, ensuring a seamless booking experience for clients.
- Streamlined program registration process, resulting in higher participation rates and improved customer satisfaction.
- Maintained accurate records of attendance, incident reports, and equipment inventory for effective management of resources.
- Conducted rounds within facility and campus to facilitate safe execution of recreation activities and monitor participation numbers.
- Performed light custodial duties to provide clean and inviting facilities.
- Performed clerical, accounting, and bookkeeping duties to process participation fees and reconcile cash receipts daily.
- Opened, closed and secured facilities at prescribed times to accommodate scheduled activities.
Commissary Bagger
Commissary
10.2012 - 09.2014
- Boosted efficiency levels within the team by actively participating in staff meetings and sharing best practices.
- Established trust among clientele as a reliable resource for information on store promotions, sales events, and product offerings.
- Demonstrated adaptability during peak hours, maintaining high-quality work under pressure.
- Contributed to waste reduction initiatives by properly disposing of damaged or expired goods.
- Reduced wait times for customers by quickly and accurately bagging purchases.
- Improved customer loyalty through consistent delivery of outstanding service during each interaction.
- Contributed to team success by collaborating with cashiers and other staff members.
- Promoted sustainability initiatives by offering eco-friendly bagging options to customers.
- Adhered to store policies and procedures, ensuring compliance with safety regulations.
- Streamlined bagging process through effective organization of grocery items within bags.
- Maintained a clean and organized commissary environment, promoting a positive shopping experience.
- Ensured proper handling of fragile items, leading to fewer damages and returns.
Education
Bachelor of Science - Business
University of Phoenix
Phoenix, AZ12.2024
Associate of Arts - With A Concentration in Business Fundamentals
University of Phoenix
Phoenix, AZ04.2021
High School Diploma -
Ernest J. King High School
Sasebo, Japan06.2014
Skills
- Microsoft Office Suite
- Eye for detail
- Financial Reporting
- Team Collaboration
- Effective Communication
- Data Entry
- Time Management
- Customer Service
- Problem-solving skills
- Multitasking Abilities
- Organizational Skills
- Adaptability and Flexibility
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 5 staff members.
Timeline
Member Services Team Lead
Baker Brothers Plumbing, Air, & Electric
06.2021 - 08.2024
Account Representative
GC Services
06.2019 - 11.2019
Drive-Thru Leader
Chick-Fil-A Sports Arena
11.2018 - 08.2019
Teaching Assistant
Naval Medical Center Child Development Center
03.2016 - 02.2017
Home Health CNA
Grandmother
01.2015 - 02.2016
Recreation Aide
MWR Liberty Center
01.2014 - 09.2014
Commissary Bagger
Commissary
10.2012 - 09.2014
Bachelor of Science - Business
University of Phoenix
Associate of Arts - With A Concentration in Business Fundamentals
University of Phoenix
High School Diploma -
Ernest J. King High School
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