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.
Self-motivated retirement services coordinator brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
16
16
years of professional experience
Work History
Retirement Services Coordinator
Teachers Retirement System of Georgia
Atlanta, GA
06.2025 - Current
- Conduct quality control audits of Operations Specialists to ensure compliance with Georgia state law, Board of Trustees policies, and agency regulations.
- Supervise and assign workload to Operations Specialists; monitor productivity, accuracy, and workflow performance.
- Manage complex escalated member and beneficiary cases, including estate and retired death benefit processing.
- Interpret retirement policies and regulations for members, legal representatives, and financial institutions.
- Review ACH transactions and coordinate with Accounting to reconcile discrepancies and ensure accurate cash posting.
Call Center Team Leader (Promoted)
Teachers Retirement System of Georgia
Atlanta, GA
11.2015 - 05.2025
- 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 50 calls per day with a friendly and polite approach to engage callers and deliver exceptional customer service.
- Supervised 15 call center representatives in providing excellent customer service to callers requiring assistance for various types of issues.
Customer Service II
Delta Dental Insurance Company
Alpharetta, GA
11.2009 - 06.2015
- Delivered exceptional service to up to 80+ callers per day and provided 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).
- Completed paperwork, recognizing discrepancies, and promptly addressing resolution.
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
- Office management
- New hire orientation
- Policy and procedure modification
- Handling complaints
- Staff training
Timeline
Retirement Services Coordinator
Teachers Retirement System of Georgia
06.2025 - Current
Call Center Team Leader (Promoted)
Teachers Retirement System of Georgia
11.2015 - 05.2025
Customer Service II
Delta Dental Insurance Company
11.2009 - 06.2015
Bachelor of Science - Human Services
Southern New Hampshire University