Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Leanna Thomas

Coeur d'Alene,ID

Summary

Proven expertise in diagnosing technical issues and providing actionable recommendations to enhance customer satisfaction. Results-oriented professional with extensive experience in sales and promotions, excelling in upselling and cross-selling strategies. Skilled in system design optimization, data analysis, and network security management, delivering high productivity and efficient task execution. Strong problem-solving abilities and effective communication skills facilitate successful collaboration on complex projects.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Solutions Analyst

Qualfon
Coeur D'Alene, ID
07.2023 - Current
  • Executed automation initiatives with Excel, Power BI, and Power Automate, reducing manual tasks and enhancing reporting efficiency by 40%.
  • Created scalable dashboards and custom reports to monitor service levels, order volumes, and partner performance.
  • Developed dynamic reporting using Excel, Power BI, and Salesforce to support informed decision-making.
  • Managed TFN creation and IVR routing configurations tailored to client specifications.
  • Facilitated system migration based on client requirements, ensuring user adoption and seamless transitions.
  • Delivered engaging PowerPoint presentations that highlighted quarterly performance across multiple Lines of Business.
  • Collaborated with clients to design foundational training programs for effective onboarding and ongoing agent education.
  • Provided insights on telecommunications trends and projected call volumes to inform strategic planning.

Team Supervisor

Qualfon
Coeur D'Alene, ID
10.2022 - 07.2023
  • Streamlined team operations to ensure compliance with company policies and standards.
  • Implemented performance improvement plans to boost customer satisfaction and team productivity.
  • Facilitated targeted training sessions to enhance team development.
  • Ensured compliance with company policies, procedures, and safety regulations.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.

Auditor

Qualfon
Coeur D'Alene, ID
06.2019 - 10.2022
  • Conducted audits to verify compliance with established internal control procedures.
  • Evaluated internal control systems through completion of audit questionnaires.
  • Ensured adherence to federal, state, and local regulations while advising management on necessary actions.
  • Researched and implemented best practices to improve audit results.
  • Developed strategies to assess operational efficiency and effectiveness across all departments.

Escalation Specialist

Qualfon
Coeur D'Alene, ID
02.2015 - 06.2019
  • Served as primary interface for global management on customer escalations.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Provided technical support to customers with escalated issues.
  • Assisted in training new escalation specialists on procedures and processes.
  • Collaborated with cross-functional teams to implement effective solutions for escalated problems.

Education

Some College (No Degree) -

North Idaho College
Coeur D'alene, ID

Skills

  • Data analysis
  • Process automation
  • Business intelligence
  • Dashboard creation
  • System migration
  • Client collaboration

Certification

  • Six Sigma Green Belt | SSGI, Qualfon | 2019

Timeline

Solutions Analyst

Qualfon
07.2023 - Current

Team Supervisor

Qualfon
10.2022 - 07.2023

Auditor

Qualfon
06.2019 - 10.2022

Escalation Specialist

Qualfon
02.2015 - 06.2019

Some College (No Degree) -

North Idaho College

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