Leilana Juste
Greater Ocala Area,FL
Summary
Dedicated Member Relations Specialist with 4+ years of experience in Contact Center Management, High-Risk Procedure Analysis, Test Script Development, Banking Compliance Standards, Customer Support Services, and Team Member Development. Interested in an opportunity wherein both analytic and interpersonal skills will serve as an asset.
Overview
8
8
years of professional experience
Work History
Member Relations Specialist
AAA, Inc.
11.2023 - Current
- Identified areas of improvement by analyzing member feedback, leading to targeted action plans for enhancement.
- Expedited resolution of complex issues with effective communication between members and internal departments, resolving an average of 25 escalations per week.
- Collaborated with cross-functional teams to develop initiatives aimed at enhancing member experience.
- Maximized efficiency in member data management through meticulous record-keeping practices.
- Assisted in training new team members on best practices for managing member relations, improving overall department performance.
- Recognized as a Subject Matter Expert within the department, serving as an invaluable resource for colleagues seeking guidance on complex issues.
Quality Assurance Manager
Concentrix
01.2023 - 11.2023
- Monitored, evaluated, and audited samples of inbound/outbound calls and other contact methods, including chat and email, that contain High-Risk business procedures, averaging 40 audits per week.
- Created and maintained quality management systems to align with business standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Monitored staff organization and suggested improvements to daily functionality.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
Team Leader, Operations
Concentrix
01.2020 - 01.2023
- Coordinate and supervise the daily activities of business support and production team members (up to 25) including productivity and attendance monitoring.
- Independently drove direct reports to achieve set metrics and business goals though coaching, mentoring, and providing regular feedback.
- Participate in cross-functional meetings to review information received from Operational Support and Business stakeholders.
- Partner to define action plans to resolve Business issues and continuously improve performance/productivity.
- Successfully developed 6+ agents into leadership and senior staff roles.
Customer Service Associate II
Concentrix
02.2018 - 01.2020
- Interface with customers via inbound call, outbound call, chat, and email, averaging 200 communications per week.
- Utilize client software and resources to resolve escalated customer issues.
- Maintain a calm, courteous, and professional demeanor while actively de-escalating customers and resolving their issues in a timely manner.
- Ensure service delivered to customers exceeds the contractual target goals relating to Key Performance Indicators, including but not limited to Issue Resolution%, Customer Satisfaction%, and Quality/Compliance standards.
- Assist customers in troubleshooting escalated issues relating to Financial Service and Banking Software, Tax Software, Payment and Billing issues, Technical Issues for Apple and Microsoft products, Credit Reporting, Fraud Investigation, and Disputes.
- Assisted Operations Leadership as a Subject Matter Expert during group training sessions
Lead Bartender
Orlando Sanford International Airport (SFB)
03.2017 - 06.2018
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors in an agile work environment.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Trained 3+ new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Managed bartending staff including coordinating daily tasks, conducting monthly scheduling, handling staff shortages, and suggesting corrective action to higher management, if necessary.
- De-escalate unruly customers and, if needed, involve police or security teams in a safe and secure manner
Education
GED -
Seminole State College of Florida
Sanford01.2024
Skills
- Operations Management
- Key Performance Indicators (KPI)
- Employee Training
- Issue Resolution
- Coaching and Mentoring
- Data Analysis
- QA Methodologies Mastery
- Training Material Development
Timeline
Member Relations Specialist
AAA, Inc.
11.2023 - Current
Quality Assurance Manager
Concentrix
01.2023 - 11.2023
Team Leader, Operations
Concentrix
01.2020 - 01.2023
Customer Service Associate II
Concentrix
02.2018 - 01.2020
Lead Bartender
Orlando Sanford International Airport (SFB)
03.2017 - 06.2018
GED -
Seminole State College of Florida
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