Leiah Collinsworth
Lancaster,SC
Summary
Dedicated customer service professional with extensive experience in enhancing operational efficiency and team dynamics. Proficient in implementing effective strategies to improve customer satisfaction and engagement, while fostering a collaborative work environment that promotes productivity and morale.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Substitute Teacher/Special Education Paraprofessional
ESS
Lancaster, SC
03.2024 - Current
- Delivered individualized support to increase student participation and engagement in classroom activities.
- Implemented behavior management strategies from special education staff to support student learning.
- Managed classroom behavior, fostering a positive learning environment.
- Monitored student behavior, employing positive reinforcement strategies to enhance engagement.
- Partnered with permanent teachers to align curriculum and enhance student support.
- Assisted students in developing daily living skills and participating in classroom activities.
- Promoted school policies and procedures to maintain a safe atmosphere.
General Manager in Training/Commercial Parts Professional
Advance Auto Parts
Hilton Head Island, SC
03.2024 - 09.2024
- Monitored customer service metrics to ensure quality assurance standards were met.
- Supervised daily operations including scheduling shifts, assigning tasks, and monitoring workflow efficiency.
- Provided customer service to automotive parts customers, including answering questions about product features and availability.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Generated sales leads by maintaining relationships with existing customers and developing new contacts in the industry.
- Negotiated pricing terms with customers, ensuring that both parties were satisfied with the outcome.
- Identified areas of improvement within operational processes and developed strategies for implementation.
- Held weekly meetings with department heads to review workflows, discuss goals, and provide feedback on current projects.
- Analyzed customer survey data to uncover actionable improvement opportunities.
- Implemented business strategies that expanded market reach and contributed to revenue growth.
- Developed strategic plans that aligned with corporate goals and objectives.
- Cultivated lasting partnerships with key clients. strategic relationships with clients.
- Implemented inventory control procedures to minimize stock shortages or overages.
- Created an environment of respect and open communication. of collaboration, respect, and communication across departments.
Regional Training Manager Assistant
Mavis Tires and Brakes
Savannah, GA
09.2018 - 03.2024
- Developed and implemented regional training programs to ensure consistency in teaching methods.
- Organized and conducted workshops, seminars, and presentations for staff members on a variety of topics.
- Conducted needs assessments to pinpoint gaps in employee knowledge and skills, informing targeted training initiatives.
- Compiled detailed reports of regional training activities for Director of Training review, enhancing visibility and strategic planning.
- Provided individual guidance and support to new trainees during the onboarding process.
- Collaborated with team leaders to develop customized training plans that met their specific needs.
- Ensured compliance with all applicable laws, regulations, and policies related to training activities.
- Managed the budget for regional training initiatives, including tracking expenses and negotiating contracts with vendors.
- Coordinated with other departments within the organization to promote cross-functional learning opportunities.
- Evaluated employee feedback on training materials, recommending improvements to enhance training effectiveness.
- Assisted in developing effective methods for measuring the impact of different types of training initiatives.
- Facilitated communication between trainers across multiple regions to share ideas and expertise.
- Evaluated existing curricula regularly to ensure accuracy and relevance to organizational goals.
- Advised management on strategies for improving employee engagement through targeted learning experiences.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
- Provided estimates of repair costs to customers and discussed options with them.
- Processed customer payments for parts and labor charges using a point-of-sale system.
- Maintained accurate records of customer transactions in the company database.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
Customer Services Assistant
Jiffy Lube
Savannah, GA
03.2018 - 02.2019
- Greeted customers and responded to inquiries in a timely manner.
- Assisted customers in selecting products aligned with their needs and preferences, enhancing their shopping experience.
- Facilitated smooth check-out process for customers, ensuring accurate payment transactions and prompt service.
- Maintained knowledge of current sales and promotions, policies regarding payment, and security practices.
- Answered incoming calls from customers seeking information or help with issues related to products or services.
- Guided customers on necessary vehicle repairs and preventive maintenance, promoting safety and vehicle longevity.
- Performed oil changes, tire rotations and other basic maintenance services on customer vehicles.
- Maintained records of all service performed in the shop's database system.
Personal Assistant
Waterway CRNA LLC
Savannah, GA
02.2009 - 01.2019
- Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
- Secured travel accommodations for Renee Shamp,CRNA and scheduled or booked appointments for upcoming events and meetings.
- Planned and coordinated travel arrangements and logistics for out-of-town work opportunities.
- Attended business meetings and took meeting minutes.
- Maintained professional licenses and kept current in order for Renee Shamp, CRNA to keep practicing medicine.
- Coordinated home projects, enhancing functionality and aesthetics of client living spaces.
- Maintained household inventory and maintenance schedules.
- Developed long-term relationships with regular customers, resulting in repeat business.
- Utilized personal and professional networks to secure new clients and address client needs.
- Prioritized timeline-driven items to ensure projects were completed promptly and within budget.
Customer Service Representative
Citigroup Inc
Louisville, KY
02.2008 - 01.2009
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Resolved escalated customer issues promptly to enhance client retention.
- Managed effective communication and customer support, ensuring accurate product representation for each client.
- Answered inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments.
- Consulted with upset customers to identify optimal solutions for service and billing issues.
- Established membership loyalty, executing flawless customer retail account management.
- Stayed updated on developments of rapidly evolving CSR Call Center technology to provide exceptional support, develop proactive issue resolutions, and share benefits of new technologies.
- Answered inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments.
Loss Prevention Officer
American Security
Louisville, KY
06.2007 - 02.2008
- Led team in safety and loss prevention operations, ensuring secure environment for employees and visitors.
- Monitored access control systems, including CCTV systems.
- Restricted access of individuals to ensure the safety of the premises. to prevent security breaches.
- Patrolled the premises regularly to ensure safety of employees and visitors.
- Coordinated with onsite managers, liaison officers, and outside agencies to enhance safety and preventive maintenance efforts.
- Monitored loading dock activities, documenting all incidents and ensuring compliance with safety protocols in daily officer report.
- Communicated with supervisors regarding any issues that occurred while on duty.
- Operated screening equipment, including X-ray machines and hand-wands.
- Greeted employees and guests as they entered and left the property.
Education
High School Diploma -
Assumption High School
Louisville, KY01-2004
Medical Coding
Savannah Technical College
Savannah, GABusiness Administration
Saint Leo University
Saint Leo, FLSkills
- Operations and schedule management
- Data management and entry
- Employee development and training
- Business development strategies
- Sales and customer feedback
- Relationship management skills
- Documentation and administrative support
- Effective communication and phone etiquette
- Active listening and problem-solving
- Technologically savvy and fast learner
- Adaptive teamwork and collaboration
- Organizational strengths and goal setting
- Courteous demeanor
Affiliations
- Volunteered with the a YMCA coaching youth sports; when not coaching, maintained statistical data logs during games.
- Honored by the Tybee Island YMCA for 15 years of volunteer work.
Certification
- Vocational Certificate of Business Administration, 2006
Timeline
Substitute Teacher/Special Education Paraprofessional
ESS
03.2024 - Current
General Manager in Training/Commercial Parts Professional
Advance Auto Parts
03.2024 - 09.2024
Regional Training Manager Assistant
Mavis Tires and Brakes
09.2018 - 03.2024
Customer Services Assistant
Jiffy Lube
03.2018 - 02.2019
Personal Assistant
Waterway CRNA LLC
02.2009 - 01.2019
Customer Service Representative
Citigroup Inc
02.2008 - 01.2009
Loss Prevention Officer
American Security
06.2007 - 02.2008
High School Diploma -
Assumption High School
Medical Coding
Savannah Technical College
Business Administration
Saint Leo University