Leigh Brown
Lansing,KS
Summary
Skilled Resident Engagement Specialist focused on maximizing operational success through effective use of organization, multitasking and critical thinking abilities. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
3
3
years of professional experience
Work History
Resident Engagement Specialist
The Michaels Organization
06.2022 - Current
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted residents' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, organization and customer satisfaction guidelines.
- Attended training programs to deepen professional skillset.
- Developed and managed relationships with residents and partners to drive growth.
- Collaborated with internal departments to align marketing campaigns.
- Developed and implemented systems to track customer feedback and satisfaction.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive improvements.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
Interim Bookkeeper
The Michaels Organization
11.2021 - Current
- Maintained and processed invoices, deposits, and money logs.
- Maintained detailed records of procedures.
- Reconciled and corrected issues with financial records.
- Posted daily receipts and payments in accordance with corporate protocols.
- Identified accounting errors when cross-referencing documents and database information.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Handled day-to-day accounting processes to drive financial accuracy.
- Managed and responded to correspondence and inquiries from customers.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Entered figures using 10-key calculator to compute data quickly.
Resident Specialist
The Michaels Organization
08.2021 - Current
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Responded to resident inquiries and concerns, offering support and guidance.
- Collaborated with residential team to maximize effective and efficient operations.
- Developed, implemented and monitored residential policies and procedures.
- Promoted culture of respect and understanding among residents and staff.
- Helped develop and implement programs to foster community growth and development.
- Solved grievances and complaints by collaborating with residents.
- Facilitated smooth transition of new residents into the community.
- Attended weekly meetings to review goals, address issues and provide support.
- Evaluated progress to identify areas of improvement and provide feedback.
- Developed and maintained relationships to promote positive living environment for all residents.
Customer Service Repre
The Michaels Organization
06.2021 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge; creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic resident relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented customer service processes.
Skills
- Customer Relations
- Customer service
- Advanced communication
- Process improvement
- Team leadership
- Critical thinking
- Conflict resolution
- Cross-functional collaboration
- Organizational skills
- Adaptability
- Time management
- Creative thinking
- Interpersonal skills
- Attention to detail
- Idea Development and Brainstorming
Accomplishments
Rising Star Award recipient September 2021, Best Supporting Role Summer Surge 2022, Achievers Summit 2023, TMO Teammate of the Quarter December 2023
Timeline
Resident Engagement Specialist
The Michaels Organization
06.2022 - Current
Interim Bookkeeper
The Michaels Organization
11.2021 - Current
Resident Specialist
The Michaels Organization
08.2021 - Current
Customer Service Repre
The Michaels Organization
06.2021 - Current
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