Summary
Overview
Work History
Education
Skills
Timeline
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Leanna Helmer

Canyon Country,CA

Summary

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Overview

14
14
years of professional experience

Work History

Associate Manager

Hello Bello
10.2019 - 02.2024
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Streamlined processes for increased efficiency and cost savings within department.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Launched quality assurance practices for each phase of development
  • Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Mentored junior team members, contributing to their professional growth and skill development.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Oversaw training and onboarding process for all newly hired employees within customer service.
  • Mentored and supported 15 customer service department employees to create strong workplace culture.

Lead Escalations Specialist

Citi Group
06.2012 - 09.2019
  • Assisted with inbound customer service
  • Applied credits and payments to close invoices
  • Assisted with account maintenance
  • Sent out invoices and statements and assisted customers with understanding of accounts.
  • Submitted payments and reconciling accounts
  • Assisted with assist/escalation calls
  • Trained new hires
  • Team lead
  • Resolved complex customer issues on escalated phone calls and successfully de-escalated the issue
  • Assisted teams with monthly reporting, as well as information on policies and updates
  • Assisted with team meetings with ideas of how to improve handle times and fewer transfers into CAU
  • Consistently met or exceeded expectations for metrics including AHT, adherence, and quality monitors
  • Proficient in multi-tasking multiple programs and computer screens
  • Respond quickly to change in job functions with the ability to excel

Collections Manager

USA Cash Services
09.2009 - 08.2010
  • Proven ability to develop and implement creative solutions to complex problems.
  • Demonstrated high level of initiative and creativity while tackling difficult tasks.
  • Self-motivated, with a strong sense of personal responsibility.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked well in a team setting, providing support and guidance.
  • Reconciled delinquent accounts
  • Met or exceeded goals for the month
  • Oversaw daily posting of payments to customer accounts.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.

Education

Cosmetology

Marinello School of Beauty
Ogden, UT

High School Diploma -

Highlands High School
North Highlands, CA

Skills

  • Microsoft Office
  • Google Docs
  • Shopify
  • Zendesk
  • Problem Resolution
  • Policy Enforcement
  • Employee Scheduling
  • Negotiation
  • Decision-Making
  • Performance Tracking and Evaluation
  • Staff Supervision

Timeline

Associate Manager

Hello Bello
10.2019 - 02.2024

Lead Escalations Specialist

Citi Group
06.2012 - 09.2019

Collections Manager

USA Cash Services
09.2009 - 08.2010

Cosmetology

Marinello School of Beauty

High School Diploma -

Highlands High School

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Leanna Helmer