Leon Browne
Washington,DC
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated Customer Service Representative with extensive experience in the marketing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Customer Service/Manager
NFG marketing
Washington, DC
01.2011 - 01.2024
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Achieved cost-savings by developing functional solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Collaborated with others to discuss new opportunities.
- Understood and followed oral and written directions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Evaluated employee job performance and motivated staff to improve productivity.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided exceptional customer service to ensure customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Conducted training and offered staff development opportunities to decrease process lags.
- Recruited and trained new employees to meet job requirements.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
High School Diploma -
Springarn High School
Washington, DC01-2008
Skills
- Training and Mentoring
- Quality Assurance
- Sales Promotion
- Sales Expertise
- Decision-Making
- Research and Due Diligence
- Personnel Training and Development
- New Hire Training
- Staff Management
- QA
- Persuasive
- Training and Coaching
- Team Building and Leadership
- Time Management
- Product Knowledge
- Sales Proficiency
- Performance Evaluations
- Relationship Building
- Positive and Constructive Feedback
- Management of Remote Employees
- Focused on Customer Satisfaction
- Skilled Multi-Tasker
- Expertise in Sales
- Customer Service
- Customer-Focused
- Customer Retention
- Marketing Savvy
- Problem-Solving
- Staff Training
- Workforce Management
- Work Prioritization
Accomplishments
- i have been awarded a top saleman/manager in marketing
- great team performance and professionalism
- great teamwork and team building
Timeline
Customer Service/Manager
NFG marketing
01.2011 - 01.2024
High School Diploma -
Springarn High School
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