Leisa Anwar
Valley Stream,NY
Summary
Adept at elevating customer experiences, I leveraged my problem-solving and Microsoft Office expertise at CWCRINC to significantly enhance client satisfaction. My friendly demeanor and meticulous attention to detail have consistently fostered positive outcomes, making me a valuable asset in any customer-focused role.
Overview
32
32
years of professional experience
Work History
Experienced Customer Service Support
CWCRINC
Valley Stream, NY
01.2018 - 03.2024
- Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
- Built strong relationships with clients, through personalized service.
- Reduced wait times for callers by implementing effective call routing strategies based on availability or expertise within the team.
- Achieved swift problem resolutions by employing strong critical thinking and analytical skills during customer interactions.
- Managed high call volume, maintaining professionalism and efficiency under pressure.
- Maintained detailed records of customer interactions, tracking progress toward resolution and documenting any necessary follow-up actions.
Mail Carrier
USPS
Cedarhurst, NY
06.2006 - 04.2014
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Distributed mail on foot to residences and businesses, delivering to approximately 450 customers per shift.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Was always a team player to work extra shifts when needed.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
- Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
- Kept an organized vehicle workspace, ensuring quick access to necessary tools and materials for successful deliveries.
- Displayed professionalism when interacting with customers at their homes or businesses while delivering their mail promptly and courteously every day.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Enhanced customer satisfaction with timely and accurate mail delivery to both residential and commercial addresses.
- Contributed to increased postal revenue by promoting and selling USPS products and services during daily deliveries.
Head Teller Customer Service
First National Bank Of Long Island
Rockville Centre, NY
01.2000 - 05.2006
- Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Answered inquiries regarding checking and savings accounts and other related products.
- Introduced customers to other bank team members to help meet financial needs.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Provided support during audits, gathering necessary documentation and demonstrating compliance with internal controls.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.
- Strengthened client relationships through exceptional service and proactive identification of financial needs.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Maintained up-to-date knowledge of banking policies, procedures, and regulatory requirements for effective guidance of team members and clients alike.
- Provided customers with appropriate literature on banking products and services.
Gate Service Agent
American Airlines
JFK
01.1992 - 01.2001
- Managed boarding pass distribution to ensure an organized boarding process.
- Provided exceptional customer service in high-pressure situations, maintaining professionalism under tight deadlines.
- Verified identification documents, maintaining strict security protocols at all times.
- Collaborated with airline personnel to resolve passenger concerns, demonstrating excellent problem-solving skills.
- Established rapport with frequent travelers, offering personalized assistance as needed.
- Maintained a safe and secure environment for passengers through thorough pre-boarding checks.
- Updated passenger records in reservation system accurately and promptly after any changes or requests.
- Rebooked passengers on alternative flights when necessary due to cancellations or overbooking situations.
- Maintained cleanliness of gate areas, creating a welcoming environment for passengers.
- Facilitated communication between pilots, ground crew, and passengers during delays or unexpected events.
- Assisted customers with special needs, ensuring their comfort and ease of access to the aircraft.
- Enhanced customer satisfaction by providing timely and efficient gate services.
- Contributed to team success by efficiently handling multiple tasks simultaneously during peak travel periods.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Associate of Science -
Queens College
Queens, NYHigh School Diploma -
John F Kennedy Lane High School
Brooklyn, NY06.1990
Skills
- Customer Service
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Active Listening
- Help Desk Support
- Friendly and Patient
- Empathy Display
- Call center experience
- Complaint Handling
Timeline
Experienced Customer Service Support
CWCRINC
01.2018 - 03.2024
Mail Carrier
USPS
06.2006 - 04.2014
Head Teller Customer Service
First National Bank Of Long Island
01.2000 - 05.2006
Gate Service Agent
American Airlines
01.1992 - 01.2001
Associate of Science -
Queens College
High School Diploma -
John F Kennedy Lane High School