Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Leona Depalma

Cleburne,TX

Summary

With over 5 years of dedicated service at Republic, I have honed my understanding of the company and excelled in building strong customer relationships. Thriving in Customer Service roles, I am committed to delivering exceptional experiences to every customer. Leveraging over 15 years of customer service experience, I have cultivated meaningful relationships while promoting company interests. Continuously refining my skills and embracing growth opportunities, I aim to further develop professionally while maintaining a healthy work-life balance. My proactive approach, strong work ethic, and dedication to customers make me a valuable asset to your team.

Overview

13
13
years of professional experience

Work History

Scale Operator

Republic Services
03.2020 - Current
  • - Dedicated to Republic for over 5 years
  • - Built strong customer relationships daily, through face to face in interactions, emails, and phone calls.
  • - Assists other departments including customer service, accounting, convenience centers, and orgainic recylers, Letco, ect (Is able assist in any questions or concerns with the BU or sales reps concerning, tickets, rates, billing quantities, materials, ect
  • - Managed all incoming communications, addressing queries from dispatchers, Business Units, customers, and management effectively, facilitating smooth operations.
  • - Efficiently managed essential spreadsheets (Dirt loads, ticket logs, Convenience Centers, Special Waste, voids, edits, etc
  • - Created new special waste profiles, updated current profiles, tracked approved quantities, filed and maintained all manifests
  • - Expertly closed out daily operations, ensuring precise cash balancing, accurate report distribution to accounting, and readiness for the following day
  • -Experienced with the program Excel


  • - Assists in generating daily / weekly / monthly / reports
  • -Ability to work in the scale and maintain accurate and detailed records simultaneously
  • Promoted a positive company image by maintaining a clean, organized work area at all times.
  • Operated weigh scales and issued tickets when necessary.
  • Assisted in training new scale operators on company procedures, equipment usage, and safety protocols.
  • Ensured accurate record-keeping for inventory management purposes through diligent data entry.
  • Facilitated effective communication between scale house, yard personnel, and management to ensure seamless operation coordination.

Level 3 Resolution Specialist Walmart Call Center

Walmart
01.2012 - 01.2020
  • - Created customized solutions to acquire new business and customers
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • - Able to proactively promote products and services to new customers and current customers
  • - Able to be communicate verbally and in writing; with calls, emails, and in person with current and potential customers
  • - Handled all daily responsibilities
  • - Dealt with customers daily making sure to meet all their expectations and needs in a timely effective manner
  • - Established good customer relationships daily
  • - Can handle stressful situations in a fast-moving environment
  • - Able to remain calm while dealing with difficult or upset customers
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.


  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
  • Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Improved customer satisfaction by resolving complex issues promptly and professionally.
  • Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.

Education

High School -

Tomlinson Tech
Jackson, MI
05-2004

Skills

  • Proficient in managing high-stress situations
  • Strong Collaborate Skills Organized and proficient at meeting deadlines
  • Self-Directed
  • Excellent Problem-solving Skills
  • Great with building customer relationships
  • Over 15 Years experience in Customer service environment
  • Strong verbal and written communication skills
  • Fast learner and ability to adapt quickly when needed

Accomplishments

  • Honored with the Manager's Choice Award, reflecting a reputation for excellence and dedication within the organization. 2023
  • Honored with Exemplary Customer Service Award 2024

Languages

English
Native or Bilingual

Timeline

Scale Operator

Republic Services
03.2020 - Current

Level 3 Resolution Specialist Walmart Call Center

Walmart
01.2012 - 01.2020

High School -

Tomlinson Tech

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