Leanne Packer
Farwell
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Flex Supervisor
Conduent Business Services
08.2024 - 01.2025
- Addressed employee concerns promptly, fostering a positive work environment that encouraged growth and development.
- Promoted open lines of communication among team members, leading to enhanced collaboration and problem-solving abilities.
- Consistently met or exceeded performance goals set by upper management, contributing significantly to overall company success.
- Mentored new employees, providing guidance on company policies, procedures, and best practices.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maximized performance by monitoring daily activities and mentoring team members.
- Oversaw schedule adherence to ensure alignment with client specifications and maintain regulatory compliance.
- Led weekly personalized coaching meetings with agents to review goals and pinpoint improvement opportunities.
- Directed weekly team meetings to communicate client priorities and address changes.
Trainer
Conduent Business Services
07.2024 - 08.2024
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Trained and mentored 25 new personnel hired to fulfill various roles.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Customer service-remote
Conduent
07.2022 - Current
- I worked as a post sales customer service representative for a major electronics company
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
Customer Service - Remote
Morley
02.2022 - 07.2022
- I was a customer service representative, fielding calls regarding Medicare Advantage plans
- I answered questions from both healthcare providers and members regarding their benefits and medical claims
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Education
High School graduate - General studies
Saint Charles Community High School
Saint Charles, Michigan01.1997
Skills
- Time Management
- Active listening
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency with MacOS and Windows based systems
- Professional telephone demeanor
- Call management
- Team development
- De-escalation techniques
- Quality control
- Team leadership
- Staff training and development
- Goal setting
- Coaching and mentoring
Timeline
Flex Supervisor
Conduent Business Services
08.2024 - 01.2025
Trainer
Conduent Business Services
07.2024 - 08.2024
Customer service-remote
Conduent
07.2022 - Current
Customer Service - Remote
Morley
02.2022 - 07.2022
High School graduate - General studies
Saint Charles Community High School
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