Leon Brown
Rosedale,USA
Summary
Customer Service Professional with extensive experience in operations and collections, focused on enhancing customer satisfaction and driving revenue growth. Proven track record of mentoring teams and managing projects effectively while ensuring compliance with regulations. Committed to delivering exceptional service and fostering a culture of continuous improvement.
Overview
16
16
years of professional experience
Work History
Territory Support Specialist
Spartan Tool
Deer Park, USA
03.2023 - Current
- As the Territory Sales specialist my responsibilities are to manage the day-to-day operations of my designated territory, provide customers with industry leading customer service and in-depth tutorials of Spartan equipment, including but not limited to:
- Achieved monthly sales targets through strategic implementation of sales techniques and practices.
- Identify and pursue new business opportunities.
- Cultivated strong customer relationships by engaging with clients and addressing their specific needs.
- Conduct equipment training for new and existing customers.
- Analyzed sales data to identify trends, directly informing and enhancing sales strategies.
- Planning and attending routine sales and service meetings with clients.
- Maintain inventory levels consistent with demand.
Customer Service Supervisor
Balkan Plumbing
Queens, USA
09.2018 - 03.2023
- As a Customer Service Supervisor I manage all aspects of customer service, providing excellent in-depth knowledge of company services as well as communicating effectively with team members within the organization, including but not limited to:
- Managed service job metrics, including customer satisfaction and service call activities, to ensure high-quality service delivery
- Oversaw customer service team comprising dispatchers and drain technicians
- Manage projects and quality standards for all sites; manage and mentor employees and build customer relationships
- Ensured timely and effective responses to correspondence from internal and external customers
- Provided updates on team productivity and incidents to senior management, facilitating informed decision-making
- Resolve conflicts or miscommunications quickly and amicably
- Developed and maintained departmental standard operating procedures to enhance operational efficiency and service consistency
Personal Banker
JP Morgan Chase
Brooklyn, USA
01.2015 - 09.2018
- As a Personal Banker I tailor banking services and products for individuals and businesses. I serve as the client’s first point of contact in developing a wealth management plan and assist clients in loan and investment referrals. I also actively follow all AML/KYC procedures in order to maintain a high level of quality and controls within banking consumer banking guidelines.
- Recommended products and services that are tailored to customer needs, enhancing client satisfaction and engagement.
- Opened and closed customer accounts, ensuring accuracy of information and compliance with documentation requirements.
- Collaborated with colleagues to ensure adherence to policies and procedures, promoting a consistent banking experience.
- Safeguarded personal and confidential information by implementing strict data protection protocols.
Accounts Receivable Specialist
Centerplate
Elmont, USA
03.2014 - 01.2015
- Managed accounts receivable processes, ensuring accuracy and timeliness in a dynamic environment.
- Maintained accurate active and archived receivables records, streamlined computer filing processes, and audited receivables to produce precise aging reports for service companies and home product manufacturers.
- Monitored all active accounts receivable activities and generated a weekly report for management.
- Handled vendor inquiries and resolved invoice discrepancies, enhancing vendor relations and ensuring prompt payments.
- Worked with collections to transition past due accounts to the proper status.
- Maintained accurate accounts receivable records using financial software.
- Coordinated with sales team to resolve billing discrepancies effectively.
- Processed customer invoices and ensured timely delivery to clients.
- Processed payments, refunds and adjustments to customer accounts.
- Responded promptly to customer inquiries regarding their account status or payment history.
- Generated, mailed and monitored invoices.
Bankruptcy/Collections Supervisor
Franklin Credit
Jersey City, USA
10.2013 - 11.2013
- Led team of Bankruptcy and Collections Analysts to service defaulted mortgage loans, conducting research using public records, contacting attorneys, and corresponding with homeowners to facilitate debt collection during bankruptcy.
- Executed debt collection processes during bankruptcy proceedings.
- Supervised collections team to ensure compliance with company policies.
- Coached and developed staff to enhance their skills and performance in bankruptcy and collections processes.
- Analyzed collection reports to identify trends and areas for improvement.
- Created reports for management to foster an accuracy-driven culture in bankruptcy and collections operations.
- Identified potential problem accounts and developed plans of action to prevent delinquency.
- Investigated escalated customer inquiries or disputes concerning billing errors or discrepancies.
Customer Care Supervisor II
JP Morgan Chase
Brooklyn, USA
09.2011 - 10.2013
- Managed team of Customer Care Research Analysts to resolve first mortgage and home equity account issues in Foreclosure Look Back Process.
- Setting and monitoring departmental and individual objectives to align with overall business goals.
- Created reports for management to support an accuracy-driven culture.
- Supervised daily operations of customer care team to ensure smooth workflow.
- Trained staff on best practices for handling customer inquiries and complaints.
- Developed training materials to enhance team knowledge and service skills.
- Collaborated with management to align team goals with company objectives.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
Bankruptcy Supervisor
RJM Acquisitions
Syosset, USA
06.2010 - 09.2011
- Advanced to supervisory position from collections representative through attention to detail and achieving 98% customer satisfaction scores, effectively managing call volume and compliance for 6 employees.
- Facilitated communication between direct reports and customers' attorneys regarding bankruptcy statuses.
- Ensured compliance with FDCPA, FCRA, and all State and Federal bankruptcy guidelines.
- Developed training programs that improved employee performance and fostered a motivated workforce.
- Monitored employee performance metrics to ensure goal attainment using various reporting methods.
- Delivered departmental goals and strong adherence to guidelines.
Education
Mechanical Engineering
QUEENSBOROUGH COMMUNITY COLLEGE
Bayside, NY06-2001
Skills
- Technical Product Training
- Accounts Receivable
- Collections
- KYC
- AML
- Regulatory compliance
- Operations management
- Inventory Management
- Complaint resolution
- Service supervision
- Microsoft Excel
- Microsoft Word
- Equipment Operation
- Satisfaction enhancement
- Compliance
Phone
cell, 347-721-8550
Timeline
Territory Support Specialist
Spartan Tool
03.2023 - Current
Customer Service Supervisor
Balkan Plumbing
09.2018 - 03.2023
Personal Banker
JP Morgan Chase
01.2015 - 09.2018
Accounts Receivable Specialist
Centerplate
03.2014 - 01.2015
Bankruptcy/Collections Supervisor
Franklin Credit
10.2013 - 11.2013
Customer Care Supervisor II
JP Morgan Chase
09.2011 - 10.2013
Bankruptcy Supervisor
RJM Acquisitions
06.2010 - 09.2011
Mechanical Engineering
QUEENSBOROUGH COMMUNITY COLLEGE