Leauna Henke
Parker,CO
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Kohl's Department Stores, Inc
09.2024 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Financial Service Representative
Charles Schwab Corp.
05.2024 - 07.2024
- Provided comprehensive financial advice and solutions to clients to help them achieve their financial goals
- Manage client account, process transactions, and ensure compliance with all regulations and policies
- Conduct in-depth financial assessments to identify opportunities for new products and services
- Maintain a high level of customer satisfaction through excellent service and support
- Collaborate with team members to develop and implement sales strategies
Inbound Teleservice Representative
Physicians Mutual
11.2023 - 03.2024
- Delivered advanced customer service skills, while comforting distressed clients who had suffered losses
- Advised people how to file claims and gave updates on claims
- Rerouted calls to the correct departments or representatives
- Assisted clients with making over the phone secure payments and setting up automatic withdrawal
Customer Care Analyst
Mutual of Omaha
08.2023 - 11.2023
- Provide exceptional customer service to ensure positive customer experience and loyalty
- Collaborate effectively with various departments to provide timely resolution of customer issues and concerns
- Resolve complex customer complaints via phone and email with empathy, patience, and professionalism to ensure customers' needs are met and generate positive experiences
- Escalate issues to appropriate personnel as needed
- 35-40 calls per day
- Consult policy owners on their insurance policies and coverages; provide guidance relating to Medicare supplement plans
- Conduct policy terminations upon request through Salesforce, while advising policy owners of the ability to reinstate coverage within 90 days
- Issued refunds via MAL to policy owners
Client Coordinator Assistant
Milan Laser Hair Removal
08.2022 - 07.2023
- Provided national support for scheduling client appointments at various locations
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding to find beneficial resolutions
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
- Reviewed business schedules and coordinated with teams to fill cancellations to schedule clients for treatments and consultations to keep business efficient
- Average caseload of 60 calls per day; scheduling, responding to customer inquiries, providing directions, etc
- Coordinated with clinic national locations to inform teams of client-requested schedule changes
- Conduct virtual chat to assist clients across the United States
Guest Service Representative
Target Corp.
02.2020 - 07.2022
- Established relationships with guests and peers, coordinated guests, Led, and organized closing of store
- Provided exceptional customer service by greeting guests, responding to inquiries, and resolving complaints
- Adhered to company standards for guest satisfaction ensuring an enjoyable experience for all visitors
- Counted drawers, closed registers
- Advised customers of benefits of applying to store debit/credit cards to help customers receive savings
- Assisted customers with signing up for Target program, advised customers of App usage, and assisted customers with credit card applicants
- Cross-trained associates in various processes and in-store services to boost store efficiency
- Assisted asset protection with active, in-store investigations
- Audited cash registers to ensure proper accounting of cash
- Provided front end supervision during lead absence; kept operations efficient, advised coworkers of breaks, and provided conflict resolution
Shift Lead
Runza Corp.
01.2017 - 01.2019
- Organized stocking lists for opening a closing, guided guests to the appropriate menu items, Compiled solutions for complicated disturbances
- Conducted end of day inventory review to ensure proper stocking to ensure customer availability
- Trained new hires on the proper use of equipment, job duties, and safety regulations
- Advised employees of best practices for cleaning, safety, and customer service approaches
- Managed store closing and opening procedures to ensure safety and security of employees and customer, ensured inventory was accurate, and continually assessed closing process efficiency
Education
No Degree - Activating Innovation
University of Nebraska of Omaha
Omaha, NE05.2025
No Degree - Cyber Security
Metropolitan Community College
Omaha, NE05.2025
Computer Programming - Programming
Papillion La Vista High School
Papillion, NE05.2018
Skills
- Virtual Chat Assistance
- Active Listening
- Staff Training
- Credit Card Payment Processing
- Stocking and Merchandising
- Life Insurance Coverage Review
- Microsoft Office (Word, Excel, etc)
- Retail Sales Customer Service
- Customer Service
- Client Consultation
- Problem-Solving
- Time Management
- Team Building and Leadership
- Issue Resolution
- Complaint resolution
- Data Entry
- Customer Service Management
- Phone and Email Etiquette
- Workflow Optimization
Certification
Health and Accident Insurance Certification: ExamFX
Languages
English
Native or Bilingual
Timeline
Customer Service Supervisor
Kohl's Department Stores, Inc
09.2024 - Current
Financial Service Representative
Charles Schwab Corp.
05.2024 - 07.2024
Inbound Teleservice Representative
Physicians Mutual
11.2023 - 03.2024
Customer Care Analyst
Mutual of Omaha
08.2023 - 11.2023
Client Coordinator Assistant
Milan Laser Hair Removal
08.2022 - 07.2023
Guest Service Representative
Target Corp.
02.2020 - 07.2022
Shift Lead
Runza Corp.
01.2017 - 01.2019
No Degree - Activating Innovation
University of Nebraska of Omaha
No Degree - Cyber Security
Metropolitan Community College
Computer Programming - Programming
Papillion La Vista High School
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