Leilani Schreffler
Anderson,South Carolina
Summary
Diligent Customer Service Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
Gerber Collision
01.2021 - 02.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Assistant Manager | Trainer
WAFFLE HOUSE
01.2014 - 01.2021
- Promoted to support the store manager in the smooth daily operations of this high-volume restaurant and provide guidance for a team of 12 to 15 employees
- Oversee maintenance, record daily sales, and achieve annual sales goals
- Provide critical feedback for hiring, conduct daily balancing of the cash drawers, and make weekly bank deposits
- Lead teams through post-orientation and on-the-job training covering policies and procedures and creating an exceptional customer experience
- Coach employees on diffusing difficult situations and handling customer complaints with understanding and calm
- Drive average daily sales increases by $300 to $400 YoY through effective training and oversight of staff, upselling menu items, improving operational efficiencies, and providing exceptional customer service
- Strictly track food costs, conduct daily inventory counts and resolve issues, and generate corporate reporting to calculate and record needed stock-on-hand for the next shift and to plan the purchasing of up to $4K of products per week
- Initiate strategies to reduce waste by troubleshooting staff training, food preparation, or serving issues at the end of a shift to analyze any issues with the customer's meal
- Overcome staffing challenges as the result of COVID-19, assigning job duties to ensure all job functions are covered despite working with greatly reduced staffing levels.
Server
WAFFLE HOUSE
01.2011 - 01.2014
- Provided excellent service for customers from order-taking through cash-out
- Handled customer complaints with poise and calm to ensure a loyal customer base.
Owner
A+ CLEANING
01.2002 - 01.2011
- Founded this residential cleaning company, marketed services to drive awareness, and performed consistently and reliably to build a broad customer base of around 20 clients
- Managed scheduling and cancellations and monitored and purchased supplies and equipment
- Set up accounts receivable systems to ensure accurate invoicing and bank deposits.
Medical Receptionist
INTERIM HEALTHCARE of GREENVILLE, SC
01.2002 - 01.2003
- Welcomed patients and assisted with scheduling appointments and answering customer inquiries in person or by phone
- Filed and maintained medical records and insurance paperwork
- Provided superior customer service by anticipating customer needs and handling customer concerns effectively and confidentially
- Collected and recorded patient payments and filed, collected, and expedited third-party claims.
Retail Sales
JCPENNEY
01.1999 - 01.2000
- Greeted customers at entry and check out, responded to inquiries and complaints, aided in choosing merchandise, merchandised the store according to corporate standards, and managed hundreds of financial transactions per day
- Maintained up-to-date knowledge of promotions and other sales opportunities.
Office Clerk
WR GRACE
01.1997 - 01.1999
- Performed wide-ranging clerical and administrative activities, including document preparation and retention, meeting scheduling, answering telephones, greeting clients, and filing.
Education
Medical Receptionist Course -
EPCI
Charlotte, NCManufacturing Course -
GREENVILLE TECHNICAL COLLEGE
High School Diploma -
Pasco High School Adult Education
Dade City, FLSkills
- Training and mentoring
- Schedule Coordination
- Handling Escalations
- Customer service excellence
- Payment Processing
- Customer Relationship Management (CRM)
- Data Entry
- Account updating
- Problem Resolution
- Active Listening
- Computer Proficiency
- Microsoft Outlook
- Social Media Support
- Data Collection
- Spreadsheets
- Call center experience
- Time Management
- Order Processing
- Administrative Support
- Problem-solving abilities
Timeline
Customer Service Manager
Gerber Collision
01.2021 - 02.2024
Assistant Manager | Trainer
WAFFLE HOUSE
01.2014 - 01.2021
Server
WAFFLE HOUSE
01.2011 - 01.2014
Owner
A+ CLEANING
01.2002 - 01.2011
Medical Receptionist
INTERIM HEALTHCARE of GREENVILLE, SC
01.2002 - 01.2003
Retail Sales
JCPENNEY
01.1999 - 01.2000
Office Clerk
WR GRACE
01.1997 - 01.1999
Medical Receptionist Course -
EPCI
Manufacturing Course -
GREENVILLE TECHNICAL COLLEGE
High School Diploma -
Pasco High School Adult Education