Leola Lee
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
AT&T
02.2022 - Current
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Met customer call guidelines for service levels, handle time and productivity.
House Manager
Lee House
03.2021 - 02.2022
- Provided companionship and emotional support to enhance mood and quality of life.
- Addressed member household needs with meal preparation, housekeeping and transportation.
- Inspected stock to identify shortages, replenish supply and maintain consistent inventory.
- Developed and implemented care plans to meet individual member needs.
- Mediated between family members to facilitate conflict resolution and build healthy family relationships.
Transit Customer Service (Dispatch)
High Point Transportation Systems
03.2020 - 03.2021
- Directed dispatching, routing, and tracking of 10 passenger vehicles.
- Monitored vehicle locations to coordinate timely arrivals.
- Facilitated communications between customers, managers, and drivers to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily routes and adjusted quickly to changing demands.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Health Concierge
Randstad LLC
10.2019 - 11.2019
- Handled more than 25 daily inbound calls from health plan customers.
- Helped members navigate enrollment process and choose appropriate options.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Personalized each interaction based on holistic view of member, benefits, health information, and through questioning
- Maintained operations by following metrics, policies and procedures, reporting needed updates and changes
- Protected patients' rights by maintaining confidentiality of personal and financial information, HIPAA compliance.
Customer Care Representative
VERIZON
06.2019 - 10.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Navigated multiple computer systems and applications to find information.
Education
High School Diploma -
Benjamin Franklin High School
Philadelphia, PA06.2013
Bachelor of Science in Psychology -
Pennsylvania State University
Harrisburg, PA05.2017
Skills
- Organizational Skills
- Customer Communication and Empathy
- Problem-Solving Ability
- Conflict Mediation
- Multi-Line Telephone Operation
- Active Listening
- Microsoft Office
- Call Volume and Quality Metrics
- Detail Oriented
Timeline
Technical Support Representative
AT&T
02.2022 - Current
House Manager
Lee House
03.2021 - 02.2022
Transit Customer Service (Dispatch)
High Point Transportation Systems
03.2020 - 03.2021
Health Concierge
Randstad LLC
10.2019 - 11.2019
Customer Care Representative
VERIZON
06.2019 - 10.2019
High School Diploma -
Benjamin Franklin High School
Bachelor of Science in Psychology -
Pennsylvania State University
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