LeeAnn Mohler
Heath,OH
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Truecore Federal Credit Union
07.2024 - Current
- Managed high call volume, up to 150 calls per day, while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
Bartender
American Legion Post 85
03.2024 - 07.2024
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
Operations Manager
Earthworks Cafe & Lounge
05.2023 - 12.2023
- Manage a team of 20+ in a fast pace restaurant environment
- Managed inventory and operations to achieve timely and accurate delivery of goods and services.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Training Operations Specialist
Cardio Partners/Sarnova
02.2023 - 05.2023
- Handled customer on-boarding, answering incoming customer calls and completing data entry to meet annual goals set for the department.
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Implementation and creation of instructional job aids
- Collected, arranged, and input information into database system.
- Implemented necessary changes in response to shifting business needs, maintaining a proactive approach to problem-solving.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Completing, on average, 500 Certifications a day.
Senior Operations Trainer
Upstart
07.2021 - 10.2022
- Continuous implementation of trainings developed by myself and other team members
- Coordination of various trainings and 8 facilitators
- Measured the impact of implemented training initiatives by monitoring key performance indicators, adjusting strategies as needed to ensure desired outcomes were achieved.
- Enhanced operational efficiency by developing and implementing comprehensive training programs for employees.
- Provided coaching and mentoring to employees.
Employee Development Manager
Sprint/T Mobile by Preferred Wireless
05.2016 - 02.2021
- Facilitate new associate training for recent hires to maintain compliance standards with Sprint contract while providing an ongoing career advancement path for motivated associates
- Collaborate with multiple departments to project manage, onboarding and offboarding of employees, prepare employees for facility readiness and new system and product roll outs
- Direct employee management of 30+ retail training managers on store training and employee development
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Develop leadership content for new and tenured managers, including Train the Trainer
- Tested all training software and hardware prior to commencing training programs.
- Management of multiple retail store teams to assist in team development
- Management of 6 regional training managers
- Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits, saving the company $15,000 in my first year.
Customer Care Specialist
Discover Financial Services
11.2013 - 11.2015
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Navigated multiple computer systems and applications to find information.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
Education
Human Resources Certification -
Central Ohio Technical College
Newark, Ohio05.2022
Business Management Certification -
Central Ohio Technical College
Newark, Ohio05.2022
Skills
- Facilitation and Presentation
- Content/Instructional Development
- Reporting Analytics for Sales Locations
- Project Management
- Salesforce
- Fintech
- Telecommunications
- Problem Solving
- Microsoft Office
- G-Suite
- Inventory
- Problem-solving
- Customer support
- Call documentation
- De-escalation techniques
Timeline
Call Center Representative
Truecore Federal Credit Union
07.2024 - Current
Bartender
American Legion Post 85
03.2024 - 07.2024
Operations Manager
Earthworks Cafe & Lounge
05.2023 - 12.2023
Training Operations Specialist
Cardio Partners/Sarnova
02.2023 - 05.2023
Senior Operations Trainer
Upstart
07.2021 - 10.2022
Employee Development Manager
Sprint/T Mobile by Preferred Wireless
05.2016 - 02.2021
Customer Care Specialist
Discover Financial Services
11.2013 - 11.2015
Business Management Certification -
Central Ohio Technical College
Human Resources Certification -
Central Ohio Technical College
Similar Profiles
Michael CharlesMichael Charles
Assistant Vice President of Risk Management at TrueCore Federal Credit UnionAssistant Vice President of Risk Management at TrueCore Federal Credit Union
Brittany SimmonsBrittany Simmons
Assistant Branch Manager at Truecore Federal Credit UnionAssistant Branch Manager at Truecore Federal Credit Union
KIMBERLY FOLTZKIMBERLY FOLTZ
Mortgage Processing Specialist at TrueCore Federal Credit UnionMortgage Processing Specialist at TrueCore Federal Credit Union
Charles Nicholas TurnerCharles Nicholas Turner
Customer Contact Center Manager at Ohio Department of TaxationCustomer Contact Center Manager at Ohio Department of Taxation
Tara BlackstoneTara Blackstone
Store Manager at BluemercuryStore Manager at Bluemercury