Leola Griffith
Duluth,GA
Summary
Experienced call center team leader skilled in building client relationships and delivering exceptional support. Proficient in handling high call volumes and resolving customer issues. Consistently achieved top customer satisfaction ratings.
Overview
15
15
years of professional experience
Work History
Call Center Team Leader
Teachers Retirement System of Georgia
Atlanta, GA
11.2015 - Current
- Analyzed daily, weekly, and monthly reports to identify customer inquiries or complaint trends.
- Participated in various projects related to call center operations improvement initiatives.
- Resolved escalated customer issues promptly, utilizing problem-solving skills to provide solutions that satisfied customers' needs.
- Answered calls with a friendly and polite approach to engage callers and deliver exceptional customer service.
Customer Service II
Delta Dental Insurance Company
Alpharetta, GA
11.2009 - 06.2015
- Provided excellent service and attention to customers through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Documented each customer encounter and resolution within the appropriate computer tracking system.
- Set up forms for processing supplemental payments, correcting calculations or making key changes (claims/billing/eligibility)
Education
Bachelor of Science - Human Services
Southern New Hampshire University
Hooksett, NH05-2025
Skills
- Information tracking
- Schedule Coordination
- Quality control optimization
- Call Routing
- Reporting skills
- Call Monitoring
- Training Coordination
Accomplishments
- Graduated magna cum laude
Timeline
Call Center Team Leader
Teachers Retirement System of Georgia
11.2015 - Current
Customer Service II
Delta Dental Insurance Company
11.2009 - 06.2015
Bachelor of Science - Human Services
Southern New Hampshire University
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