Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

8
8
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-risk issues to reduce repeated complaints.
  • Maintains data integrity by accurately capturing customer information and complaint details 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.n
  • 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 an additional 4 systems on top of 32
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Implemented a customer feedback system to inform product development.
  • Conducted comprehensive competitor analysis to inform strategic decisions.
  • Assisted in developing a strategic plan that aligned with long-term company goals.
  • Developed training materials to enhance staff proficiency and productivity.
  • Gathered, organized, and input information into a digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Lead a team of six with a call listening

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 the creation of a 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.
  • I encouraged and informed all 23 of my peers on a daily with information as I was one of the first to know

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.

Customer Service Specialist

Wake County Department of Health and Humans
06.2022 - 02.2023
  • Provides customer service to citizens of Wake County or its employees.
  • Responding to customer inquiries regarding specific services, requesting and processing customer information
  • Taking payments
  • Providing information regarding regularly performed County activities.
  • Answers calls and responds to inquiries from customers, both internally and externally
  • Schedules appointments
  • Completes routine office forms and records
  • Performs routine word processing and scanning. Copies, compiles, sorts, and files information
  • Organize actions to complete sequential and/or routine tasks
  • Resolved customer inquiries effectively using established protocols and service tools.
  • Maintained accurate records of client interactions to ensure compliance with service standards.

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.

Hematology/Oncology Referral Representative

UNC Rex Healthcare
08.2017 - 10.2019
  • Operator/ Front desk intake/ Anesthesia tech
  • Prioritizes the referrals based on urgency, clinical sub-specialization of providers, and geographic location of patients.
  • Politely assisted customers in person and via telephone by directing them to appropriate departments or individuals
  • Duties include but not limited to support anesthesiologists and assist nurses and other members of the anesthesia care team.
  • In general, cleaning, sterilizing, testing, calibrating, and troubleshooting the anesthesia equipment.
  • More advanced duties that are performed might include, transporting patients to surgery, explaining procedures to patients.
  • Performs intake for patient referrals for inpatient and outpatient cardiology.
  • Ensures that all relevant information is collected, collated and assimilated to identify relevant patient data to accommodate a comprehensive initial hematology/ oncology consult based on clinical criteria

Education

Bachelor of Science - Business Administration And Management

Houston Christian University
Houston, TX
05-2027

Bachelor of Science - Business Administration

William Peace University
Raleigh, NC
06.2019

High School Diploma -

Millbrook High School
Raleigh, NC
06.2007

Skills

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

Customer Service Specialist

Wake County Department of Health and Humans
06.2022 - 02.2023

Billing Customer Specialist

Wake Med Health& Hospitals
10.2019 - 11.2021

Hematology/Oncology Referral Representative

UNC Rex Healthcare
08.2017 - 10.2019

Bachelor of Science - Business Administration And Management

Houston Christian University

Bachelor of Science - Business Administration

William Peace University

High School Diploma -

Millbrook High School

Similar Profiles

CREATE PROFILE