Leighana Munoz
Kailua,HI
Summary
Customer-focused leader with successful 3-year career in the B2B SaaS Tech industry. Dynamic and successful at applying skills in busy environments. Excellent at driving change management when required, and adept in ensuring total knowledge of a subject before teaching it. Greatest strengths lie in straightforward partnership with teammates in order to understand their unique needs and then generating buy-in to jumpstart their next level of success. Committed to serving the bigger picture and executing plans based on overall company/client mission with respect to the needs of a team.
Overview
8
8
years of professional experience
Work History
Team Lead, Scaled Business Success
Indeed
Scottsdale, AZ
11.2021 - 03.2023
- Drove sales and implementation of the Glassdoor Bundle product, contributing nearly $1 million in revenue
- Responsible for handling escalation of Key Account issues from Sales Director, resulting in revenue retention and prevention of churn worth $500,000
- Monitored team progress and enforced deadlines during critical change periods, exemplifying change management and embodying the culture of the company to provide context into team member's importance within the whole.
- Managed multi-channel quality grading over a team of 10, giving out feedback for highlights and opportunities within reference to how actions affect OKRs, and KPIs.
- Managed teammates whenever manager was out, and submitted incident tickets in the event of work stoppage.
Senior Specialist, Scaled Business Success
Indeed
SCOTTSDALE, AZ
03.2021 - 11.2021
- Managed escalation of irate clients, resulting in the retention of over 300+ client relationships
- Educated representatives on phone posturing, resulting in successful expectation setting at the beginning of most calls.
- Crafted personalized email communications to clients in order to increase adoption of complimentary product features they may have not otherwise known about, resulting in high conversion rates.
- Ran team meetings and trainings surrounding important weekly trends, preventing compound errors that occur due to oversight and employee confusion.
Client Success Specialist, Shared
Indeed
SCOTTSDALE, AZ
03.2020 - 03.2021
- Operated in a multi-channel environment, responsible for client interactions on email, chat, and phones.
- Drove teammate engagement by managing weekly emails designed to educate on new products and processes in a fun and enlightening way.
- Developed trainings designed to assist team members understanding new processes and collaborated with Senior Manager to discuss phone workflow.
- Managed quarterly self-evaluations and consistently spoke to both highlights and opportunities, laying out a path for the new quarter and higher expectations.
Fraud and Claims Specialist III - Wells Fargo
Digital Intelligence Systems Corporation
Chandler, AZ
10.2019 - 03.2020
- Documented specific claims by completing and recording forms, reports and logs.
- Established proof of loss by studying documentation and assembling additional information from outside sources.
- Communicated with other departments to establish action plans and manage open claims to closure.
- Researched and reviewed information to determine validity of fraud claims and contacted companies and customers about decisions.
- Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement. if any.
- Worked in accordance with Regulation E guidelines to process claims in an accurate and timely manner for the customer.
Customer Service Associate
Lowes Home Improvement Stores
Buckeye, AZ
05.2018 - 10.2019
- Partnered with Valspar representative to strategize sale of paint products, resulting in expertise of upselling clients to quality paint.
- Developed a sales pitch for clients looking to purchase paint for their homes and listened closely to their unique spending, maintenance, and pre-painting needs in order to tailor solutions to their problems.
- Dedicated time to learning the difference between paint bonds and the formula difference between Valspar, Sherwin Williams, and Olympic Paint - before Sherwin Williams purchased Valspar's best product.
- Became an expert in every single department in the store aside from plumbing and hardware, ensuring clients needs were met if no one else was there to assist them.
- Sold Levelor Blinds, Outdoor Garden Equipment, and other Special Order items to further drive revenue for the store.
Customer Service Associate
Walgreens
Buckeye, AZ
08.2017 - 06.2018
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Followed policies and procedures to meet or exceed established performance requirements.
Customer Service Associate
Walmart
Buckeye, AZ
07.2015 - 11.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Promoted brand and marketing campaigns to create interest with customer.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
Education
Some College (No Degree) - Organizational Leadership
Udemy
Skills
- Team Building
- Trauma-Informed Leadership
- Emotional Intelligence
- Complex Problem Solving
- Employee Coaching and Motivation
- Performance Evaluations
- Employee Development
- Work Planning and Prioritization
- Documentation and Reporting
- Goal Setting
- Verbal and Written Communication
- Project Planning
- Managing Operations and Efficiency
- Scheduling and Coordinating
- Onboarding and Orientation
- Staff Training
- Team Leadership
- Budget Management
- Training and Development
- Quality Control
- Negotiation and Conflict Resolution
- Customer Relationship Management
- Calm Under Pressure
- Process Improvement
- Interpersonal Relations
- Good Judgment
- Time Management
- Business Development
- Knowledgeable in Salesforce
- Knowledgeable in Atlassian Products
- Policies and procedures
- Search Engine Optimization
- Team Building
- Project Management
- Coaching and mentoring
- Verbal and written communication
- Key Performance Indicators
- Interviewing Skills
Languages
English
Native/ Bilingual
Spanish
Limited
Affiliations
- ACE Award Winner
- Team Lead Top Performer
- Top 2% Team Lead
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Team Lead, Scaled Business Success
Indeed
11.2021 - 03.2023
Senior Specialist, Scaled Business Success
Indeed
03.2021 - 11.2021
Client Success Specialist, Shared
Indeed
03.2020 - 03.2021
Fraud and Claims Specialist III - Wells Fargo
Digital Intelligence Systems Corporation
10.2019 - 03.2020
Customer Service Associate
Lowes Home Improvement Stores
05.2018 - 10.2019
Customer Service Associate
Walgreens
08.2017 - 06.2018
Customer Service Associate
Walmart
07.2015 - 11.2017
Some College (No Degree) - Organizational Leadership
Udemy
Similar Profiles
Osvaldo MontalvoOsvaldo Montalvo
Cook's Assistant at IndeedCook's Assistant at Indeed
Nique IrvingNique Irving
Solutions Engineer at IndeedSolutions Engineer at Indeed
Jordan AugheyJordan Aughey
Senior Client Success Specialist at IndeedSenior Client Success Specialist at Indeed
Juanteze GrammarJuanteze Grammar
Seniot Client Success Specialist at IndeedSeniot Client Success Specialist at Indeed
Natasha EvesNatasha Eves
Behavioral Health Specialist at Hawaii Department of EducationBehavioral Health Specialist at Hawaii Department of Education