Leanna Wilson
Atlanta,GA
Summary
Dynamic Customer Service Representative with over 15 years of experience in delivering exceptional customer satisfaction and fostering effective communication. Proven medical logistics professional skilled in managing and executing medical deliveries with precision and care, ensuring the integrity of sensitive materials. Recognized for reliability and adaptability to dynamic schedules while adhering to strict compliance with medical protocols. Expertise in route planning and teamwork drives timely results, contributing to overall operational excellence.
Overview
16
16
years of professional experience
Work History
Medical Courier
Smile Dental Lab
05.2025 - Current
- Handle high-priority, confidential medical and dental lab specimens for same-day and next-day delivery routes.
- Ensured compliance with safety regulations and best practices in transport procedures.
- Maintained accurate records of deliveries, tracking status and confirming receipt.
- Optimized routes for efficiency, reducing transit times without compromising service quality.
- Coordinate directly with clinics, hospitals, and laboratories to ensure secure, on-time specimen transfers.
- Maintain strict HIPAA compliance, accurate chain-of-custody records, and detailed route documentation.
- Perform daily vehicle inspections, temperature control verification, and secure packaging checks.
- Communicate updates proactively to dispatch and clients to maintain accountability and service reliability.
- Known for exceptional punctuality, professional demeanor, and meticulous attention to detail under pressure.
NON-EMERGENCY MEDICAL TRANSPORT DRIVER
Rollwell INC (NEMT)
06.2022 - Current
- Provided reliable door-to-door transportation for seniors, adults with mobility challenges, and workers’ compensation patients.
- Assisted passengers entering and exiting vehicles safely, using mobility aids and maintaining comfort throughout transit.
- Coordinated multiple daily medical appointments, adapting routes for efficiency and timeliness.
- Built long-term trust with clients through discretion, patience, and compassionate care.
- Maintained accurate trip logs, mileage records, and service reports per state and company compliance.
- Recognized for 100% on-time record and consistent positive feedback from patients and case managers.
- Enhanced ride scheduling processes, achieving noticeable gains in customer retention and elevating the overall user experience.
- Provided attentive assistance to passengers, ensuring comfort and safety, which contributed to consistently high satisfaction ratings.
- Communicated estimated arrival times effectively, reducing cancellations and fostering stronger relationships with clients.
- Implemented proactive vehicle maintenance routines, resulting in substantial improvements in operational reliability and minimizing downtime.
- Collaborated with healthcare staff to coordinate patient pickups and drop-offs efficiently.
ASSISTANT MANAGER
Cowbunga INC
06.2024 - 06.2025
- Lead 15 drivers, optimize routes, cut delivery times, improve service quality.
- Train new drivers, enhance performance, ensure safety compliance, boost satisfaction.
- Resolve customer issues swiftly, maintain professional standards, increase ratings.
- Streamline operations, improve order accuracy, foster teamwork, promote communication.
- Maintain accurate records, ensure compliance, develop feedback loop, enhance satisfaction.
- Maintained accurate records and developed a customer feedback loop, which strengthened compliance and enhanced service delivery.
- Coordinated training sessions for drivers, resulting in noticeable gains in service quality and adherence to safety protocols.
- Led a team of drivers to optimize delivery routes, significantly reducing delivery times and enhancing overall customer satisfaction.
- Trained new drivers on operational protocols, fostering a culture of safety and teamwork that improved service quality.
- Analyzed customer feedback to identify service gaps, implementing changes that resulted in marked gains in customer ratings.
- Coordinated with cross-functional teams to streamline operations, achieving improved order accuracy and operational efficiency.
SHIPPING ADMINISTRATIVE CLERK
Carparts.com
05.2022 - 02.2023
- Packed and shipped 80 large, 300 small items daily, ensuring accuracy and damage-free condition.
- Managed inventory control, optimizing stock levels, minimizing shortages, and ensuring timely orders.
- Led warehouse team, fostering collaboration and achieving operational goals through effective coordination.
- Handled customer inquiries promptly via phone and email, enhancing satisfaction and trust.
- Streamlined packaging processes, boosting efficiency and improving dispatch accuracy.
- Fostered teamwork within the warehouse, enhancing communication among staff and supervisors to meet and exceed shipping targets.
- Promoted a positive work atmosphere, encouraging collaboration and boosting morale among warehouse team members to drive productivity.
- Streamlined inventory management processes, leading to noticeable gains in order accuracy and timely deliveries.
- Orchestrated training sessions for new hires, fostering a supportive environment that improved team efficiency and morale.
- Implemented a new tracking system for shipments, enhancing visibility and reducing lost items significantly.
- Analyzed shipping data to identify bottlenecks, allowing for process adjustments that resulted in quicker turnaround times.
COLLECTIONS SPECIALIST
Ally Financial
04.2020 - 01.2022
- Resolved payment issues, boosting customer satisfaction and reducing delinquency rates.
- Negotiated payment plans, achieving significant results in account recovery.
- Ensured compliance by accurately documenting accounts, enhancing process efficiency.
- Promptly addressed inquiries, maintaining professionalism and fostering trust.
- Evaluated accounts to prevent repossession, finding mutually beneficial solutions.
- Fostered a collaborative environment by mentoring junior staff, improving team performance and bolstering overall morale.
- Analyzed customer data to identify patterns, resulting in targeted strategies that significantly reduced delinquency rates.
- Negotiated flexible payment options with clients, achieving substantial improvements in customer satisfaction and loyalty.
- Streamlined account evaluation processes, leading to enhanced recovery rates and noticeable gains in overall team productivity.
- Analyzed customer payment behaviors to implement targeted recovery strategies, resulting in improved account management and reduced delinquency.
- Negotiated customized payment solutions, fostering stronger client relationships and achieving measurable improvements in customer retention.
PATIENT ACCESS SERVICE REPRESENTATIVE
Northwell Health
11.2018 - 03.2020
- Scheduled appointments, boosting patient satisfaction and efficiency.
- Verified insurance data, ensuring smooth registration and billing.
- Resolved complex inquiries, directing to appropriate departments.
- Coordinated procedures, optimizing clinical resources.
- Implemented digital system, improving response times.
- Implemented a new digital tracking system for patient inquiries, resulting in noticeable improvements in response times and accuracy.
- Addressed complex inquiries and directed them to appropriate departments, ensuring quick resolutions and elevated patient satisfaction.
- Analyzed patient feedback to identify service gaps, leading to actionable insights that enhanced overall patient experience.
- Streamlined appointment scheduling, achieving substantial improvements in patient flow and reducing wait times.
- Fostered communication between departments, ensuring seamless patient transitions and bolstering teamwork in patient care.
- Developed training materials for staff on new digital tools, enhancing proficiency and boosting productivity across the team.
CUSTOMER SERVICE REPRESENTATIVE
Convergys Corporation- AppleCare
11.2017 - 11.2018
- Resolved technical issues, boosting customer satisfaction and loyalty.
- Improved service efficiency and response time through problem identification.
- Utilized tools to troubleshoot effectively, enhancing first-contact resolution.
- Followed escalation procedures, ensuring timely complex issue resolution.
- Exceeded service KPIs, contributing to team success and performance.
- Utilized decision-support tools to analyze customer issues, leading to effective solutions and marked gains in first-contact resolution rates.
- Partnered with technical teams to streamline issue escalation, resulting in faster resolution times and enhanced communication with clients.
- Documented troubleshooting processes meticulously, ensuring compliance with service standards and facilitating efficient future issue resolution.
- Facilitated customer interactions by addressing inquiries promptly, leading to noticeable improvements in overall service satisfaction.
- Analyzed service trends to identify recurring issues, implementing proactive measures that significantly reduced future customer complaints.
- Collaborated with team members to share insights and strategies, fostering a supportive environment that enhanced team performance and morale.
DIRECT SALES REPRESENTATIVE
Comcast Cable (XFINITY)
03.2010 - 03.2013
- Conducted direct sales, consistently surpassing monthly targets, enhancing revenue growth.
- Expanded market reach through door-to-door strategies, boosting client base and satisfaction.
- Analyzed customer needs, tailoring services to improve satisfaction and retention.
- Built partnerships with local businesses, fostering community engagement and service expansion.
- Provided exceptional service, securing repeat business and referrals, driving revenue growth.
- Analyzed customer needs to tailor service offerings, resulting in noticeable gains in customer satisfaction and retention.
- Demonstrated product value through personalized presentations, leading to increased conversion rates in both residential and business sales.
- Utilized effective communication skills to address client needs, building strong relationships that facilitated repeat business and referrals.
- Drove direct sales initiatives, achieving consistent revenue growth and strengthening market presence through targeted outreach strategies.
- Cultivated strong partnerships with local businesses, enhancing community engagement and expanding service offerings for mutual benefit.
- Evaluated customer feedback to refine service packages, leading to marked improvements in client satisfaction and retention rates.
CUSTOMER ACCOUNT EXECUTIVE, II
Comcast Cable (XFINITY)
03.2010 - 03.2013
- Resolved internet issues, enhancing customer satisfaction and loyalty.
- Handled escalations, improving client retention and service quality.
- Supported technical inquiries, ensuring seamless service across regions.
- Met sales quotas through effective retention calls, boosting revenue growth.
- Coordinated with technical teams to resolve complex issues, reducing escalation rates.
- Coordinated with technical teams to address complex service issues, improving service quality and reducing escalation rates.
- Analyzed customer feedback trends to identify gaps, driving targeted improvements and fostering a customer-first approach.
- Developed a streamlined process for handling inquiries, significantly reducing response times and increasing customer engagement.
- Demonstrated strong communication skills while assisting clients, ensuring a positive experience and building long-term relationships.
- Resolved technical issues efficiently, leading to noticeable improvements in customer satisfaction and loyalty.
- Analyzed customer feedback to identify service gaps, driving targeted enhancements and fostering a customer-first environment.
Education
HIGH SCHOOL DIPLOMA -
Columbus Tillinghurst Community College
Columbus, GA01.2004
Skills
- Commitment to confidentiality
- Accident-free driving history
- Pharmaceutical materials management
- Efficient route planning
- Georgia licensed driver
- Managing medical records
- Managing time-sensitive specimen delivery
- Management of patient documentation
- Knowledgeable in medical terminology
- Administrative assistance
- Certified in HIPAA compliance
- Bloodborne pathogens certification
Timeline
Medical Courier
Smile Dental Lab
05.2025 - Current
ASSISTANT MANAGER
Cowbunga INC
06.2024 - 06.2025
NON-EMERGENCY MEDICAL TRANSPORT DRIVER
Rollwell INC (NEMT)
06.2022 - Current
SHIPPING ADMINISTRATIVE CLERK
Carparts.com
05.2022 - 02.2023
COLLECTIONS SPECIALIST
Ally Financial
04.2020 - 01.2022
PATIENT ACCESS SERVICE REPRESENTATIVE
Northwell Health
11.2018 - 03.2020
CUSTOMER SERVICE REPRESENTATIVE
Convergys Corporation- AppleCare
11.2017 - 11.2018
DIRECT SALES REPRESENTATIVE
Comcast Cable (XFINITY)
03.2010 - 03.2013
CUSTOMER ACCOUNT EXECUTIVE, II
Comcast Cable (XFINITY)
03.2010 - 03.2013
HIGH SCHOOL DIPLOMA -
Columbus Tillinghurst Community College