Leisa Anwar
Valley Stream,NY
Summary
Accomplished customer service professional with 15+ years of expertise in providing exceptional support and ensuring customer satisfaction across various industries. Demonstrated acute proficiency in handling customer inquiries, resolving issues, and delivering personalized solutions as a Customer Service Support Specialist (2018–2024). Developed strong organizational and time-management skills while working as a Mail Carrier at City Wide Construction & Renovations Support (2006–2014). Acquired leadership and financial services experience as Head Teller at First National Bank of Long Island (2000–2006), overseeing transactions and mentoring staff to improve operational efficiency. Recognized for excellent communication, adaptability, and a proactive approach to enhancing customer experiences.
Overview
32
32
years of professional experience
Work History
Experienced Customer Service Support
City Wide Construction & Renovations Inc.
01.2018 - 03.2024
- 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
United States Postal Service, USPS
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
- Willing 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
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
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 - undefined
John F Kennedy Lane High School
Brooklyn, NY06.1990
Skills
- Customer Service
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Multitasking
- Active Listening
- Reliability
- Help Desk Support
- Analytical thinking
- Friendly and Patient
- Risk assessment
- Empathy Display
- Customer communication and empathy
- Call center experience
- Professionalism
- Complaint Handling
- Time management abilities
- Adaptability
- Quality assurance
- Customer needs assessment
Timeline
Experienced Customer Service Support
City Wide Construction & Renovations Inc.
01.2018 - 03.2024
Mail Carrier
United States Postal Service, 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
High School Diploma - undefined
John F Kennedy Lane High School
Associate of Science -
Queens College
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