Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Leilani Payne

Pawtucket,RI

Summary

Licensed Massage Therapist certified in multiple techniques including prenatal and reflexology. Continuously trains in massage methods to give clients best possible experiences and results. Empowers and supports clients dealing with stress and physical ailments. Dedicated to promoting health, healing and well-being through therapeutic massage remedies. Contributes to supportive team environment to advance massage skills and education.


Willing To Relocate: Anywhere

Overview

10
10
years of professional experience
1
1
Certification

Work History

Massage Therapist

Healing Touch By Shaira
03.2022 - Current
  • Increased client caseload by researching new techniques to stay up to date with trends and developments in massage therapy industry.
  • Maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
  • Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
  • Assessed medical histories and conditions of clients to determine contraindications to massage services.
  • Offered aromatherapy, hot stones and cupping as part of massage treatments.
  • Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
  • Registered and managed case files, detailed notes and progress on database to enable tracking history and maintain accurate records.
  • Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
  • Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.

Direct Support Coordinator

Avatar Corporation
08.2021 - 10.2023
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Multi-managed 5-6 patient caseload while providing support to supervising staff.
  • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Monitored clients to assess and report physical and behavioral changes to clinical staff.
  • Assisted disabled clients to support independence and well-being.
  • Maintained clean, safe, and well-organized patient environment.
  • Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.

Lead Customer Service Representative

IGT Global Solutions Corporation
01.2022 - 08.2022
  • Provided administrative support as well as technical assistance for retail lottery terminals and equipment malfunctions.
  • Processed incoming and outgoing calls while coordinating data for internal resources.
  • Communicated with internal departments to resolve customers’ complaints.
  • Provided diagnostic solutions and troubleshooting for terminal equipment.
  • Demonstrated an ability to diffuse situations and escalate issues appropriately.
  • Ensured retailer solutions were documented in CRM tool with suitable call reason, issue, and notes.
  • Resolved customer inquiries and suggestions courteously and professionally.
  • Reviewed associate performance to identify training needs.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative

HEALTH SOURCE RI
10.2019 - 02.2021
  • Organized team meetings and training sessions to stay informed about product updates and changes.
  • Directed inbound customers inquiries assisting with health and dental insurance to appropriate internal departments.
  • Provided support to staff to de-escalate customer inquiries.
  • Handled overflow of high-volume customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Call Center Representative

AAA
01.2017 - 10.2019
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Sought out professional development opportunities to enhance customer relationship management abilities.

Shift Supervisor

Burger King
06.2014 - 09.2019
  • Trained new employees and delegated daily tasks and responsibilities.
  • Enforced company policies and regulations with employees.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Completed store opening and closing procedures and balanced tills.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.

Education

Associate of Science - Massage Therapy

Lincoln Technical Institute
Lincoln, RI
02.2022

High School Diploma -

Charles E. Shea High School
Pawtucket, Rhode Island
08.2016

Skills

  • Interpersonal Communication
  • Relationship Management
  • MS Office Applications
  • Customer Support
  • Administrative Support
  • CRM Software
  • Data Entry
  • Medical Terminology
  • Escalation Management
  • Customer Consultation

Certification

  • Basic Life Support (BLS), 08/01/21, 08/01/23
  • CPR And AED program
  • First Aid Certification

Timeline

Massage Therapist

Healing Touch By Shaira
03.2022 - Current

Lead Customer Service Representative

IGT Global Solutions Corporation
01.2022 - 08.2022

Direct Support Coordinator

Avatar Corporation
08.2021 - 10.2023

Customer Service Representative

HEALTH SOURCE RI
10.2019 - 02.2021

Call Center Representative

AAA
01.2017 - 10.2019

Shift Supervisor

Burger King
06.2014 - 09.2019

Associate of Science - Massage Therapy

Lincoln Technical Institute

High School Diploma -

Charles E. Shea High School

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Leilani Payne