Summary
Overview
Work History
Education
Skills
Timeline
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Leanne Miles

Humble,TX

Summary

Talented business and customer relations professional with self-directed nature and analytical problem-solving abilities. Excellent project management, communication and planning abilities. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.

Overview

14
14
years of professional experience

Work History

Complaints and Escalation Insight Specialist

JPMorgan Chase
06.2024 - Current


  • Exceptional product and procedure knowledge with skilled use of internal systems.
  • Strong problem solving and decision making skills
  • Ability to quickly and effectively recognize important information and trends in customer dissatisfaction – reports high-risks issues to reduce repeated complaints
  • Maintains data integrity by accurately capturing customer information and complaint detail within the appropriate system of records
  • Offers solutions that show a strong balance between meeting customer needs and maintaining compliance with internal policies
  • Strong organization and time management skills
  • Eligible candidates will be experts in systems used within assigned lines of business in the servicing organization
  • Strong PC navigation skills
  • Strong working knowledge of Microsoft Office, including SharePoint, InfoPath, OneNote, Outlook, Excel, Word and PowerPoint
  • Ability to manipulate data sets
  • Desire to master additional systems
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Implemented customer feedback system to inform product development.
  • Conducted comprehensive competitor analysis to inform strategic decisions.
  • Assisted in developing strategic plan that aligned with long-term company goals.
  • Developed training materials to enhance staff proficiency and productivity.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.

First Republic Bank Project Specialist

JP Morgan Chase
02.2024 - 06.2024
  • Established clear lines of communication between all parties involved in projects, preventing misunderstandings or miscommunications from jeopardizing outcomes.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality output.
  • Maintained detailed documentation of project progress, facilitating smooth handovers and seamless transitions between phases.
  • Enhanced project visibility with creation of centralized project dashboard for real-time updates.
  • Reported regularly to managers on project budget, progress, and technical problems.

Client Service Specialist II

JP Morgan Chase & Company
08.2023 - 02.2024
  • Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined internal processes for improved efficiency and timely service delivery to clients.
  • Managed client accounts with attention to detail, ensuring accurate billing and recordkeeping.
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.

Customer Service Specialist

Wake County Human Services
06.2022 - 02.2024
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Reduced response time for customer inquiries by streamlining communication processes.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.

Billing Customer Specialist

Wake Med Health& Hospitals
10.2019 - 11.2021
  • Increased customer satisfaction by providing personalized service and addressing individual needs.
  • Resolved complex customer issues, ensuring a positive experience and fostering loyalty.
  • Managed high call volume efficiently, maintaining impeccable quality in customer interactions.
  • Streamlined internal processes for improved efficiency and better customer service delivery.
  • Trained new team members on company policies and procedures, ensuring consistent service levels across the board.
  • Implemented new strategies to enhance overall customer experience, resulting in increased repeat business.

Referral Specialist

UNC Rex Healthcare
06.2017 - 06.2019
  • Enhanced patient satisfaction by promptly addressing inquiries and resolving issues related to referrals.
  • Streamlined referral processes for increased efficiency, resulting in timely appointments for patients.
  • Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
  • Managed high-volume referral requests by prioritizing tasks and maintaining organized records.
  • Maintained comprehensive knowledge of provider networks, ensuring appropriate specialist recommendations for patients.
  • Promoted clear communication between primary care providers and specialists through detailed documentation and follow-up calls.

Assistant Manager

Wake County Public Schools
08.2010 - 03.2014
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.

Education

High School Diploma -

Millbrook High School

Bachelor of Science - Business Administration

William Peace University

Skills

  • Portfolio Maintenance
  • Client Retention Strategies
  • Reporting Requirements
  • Brand representation
  • Performance Tracking
  • Compliance requirements

Timeline

Complaints and Escalation Insight Specialist

JPMorgan Chase
06.2024 - Current

First Republic Bank Project Specialist

JP Morgan Chase
02.2024 - 06.2024

Client Service Specialist II

JP Morgan Chase & Company
08.2023 - 02.2024

Customer Service Specialist

Wake County Human Services
06.2022 - 02.2024

Billing Customer Specialist

Wake Med Health& Hospitals
10.2019 - 11.2021

Referral Specialist

UNC Rex Healthcare
06.2017 - 06.2019

Assistant Manager

Wake County Public Schools
08.2010 - 03.2014

Bachelor of Science - Business Administration

William Peace University

High School Diploma -

Millbrook High School

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Leanne Miles