Leilani Stevens
Jacksonville,FL
Summary
Customer-focused professional with extensive experience managing high-volume inbound calls, documenting customer interactions, resolving account concerns, and providing administrative support in fast-paced environments. Proven ability to gather accurate information, maintain detailed records, and guide customers through complex processes while demonstrating empathy and professionalism. Skilled at triaging calls, resolving issues efficiently, and collaborating with internal teams to ensure timely resolutions. Highly organized, detail-oriented, and eager to build a career in claims and insurance support.
Overview
4
4
years of professional experience
Work History
Assistant Manager
Rainbow Shops
Jacksonville, FL
05.2023 - 10.2025
- Provided high-level customer support by addressing escalated customer concerns, gathering detailed information, and resolving issues quickly and professionally.
- Documented customer interactions, incidents, and resolutions while ensuring accuracy and completeness of records.
- Managed administrative functions including scheduling, reporting, and maintaining operational documentation in fast-paced environments.
- Trained and coached staff on customer service best practices, professionalism, and problem resolution techniques.
- Prioritized multiple tasks while maintaining composure and ensuring efficient daily operations.
- Supported team communication through meetings and operational updates.
Financial Services Representative
Citibank
Jacksonville, FL
03.2022 - 02.2023
- Handled high-volume inbound calls assisting customers with billing inquiries, disputes, account concerns, and payment processing.
- Gathered and documented detailed account information accurately while maintaining compliance and confidentiality standards.
- Provided status updates, explained processes, and guided customers through issue resolution.
- Resolved customer concerns using active listening, empathy, and problem-solving skills.
- Entered and maintained accurate customer records across multiple internal systems.
- Met performance metrics for quality, call handling, and customer satisfaction.
Front Desk Supervisor
Holiday Inn Express & Suites
Jacksonville, FL
05.2021 - 03.2022
- Managed high-volume phone calls, documenting customer requests and providing accurate updates and information.
- Maintained organized records and handled administrative and clerical duties.
- Assisted customers with inquiries, concerns, and service issues while maintaining professionalism.
- Trained team members on customer service procedures and operational systems.
- Prioritized tasks effectively in fast-paced, customer-focused environments.
Education
High School Diploma -
First Coast High School
Jacksonville, Fl05.2018
Skills
Claims Intake and Documentation
Inbound Call Handling and Triage
Customer Service and Conflict Resolution
Claims and Account Status Updates
Administrative and Clerical Support
Data Entry and Record Management
Attention to Detail and Accuracy
Insurance and Financial Account Support
Time Management and Multitasking
Team Collaboration
Verbal and Written Communication
Timeline
Assistant Manager
Rainbow Shops
05.2023 - 10.2025
Financial Services Representative
Citibank
03.2022 - 02.2023
Front Desk Supervisor
Holiday Inn Express & Suites
05.2021 - 03.2022
High School Diploma -
First Coast High School