Leonard Allen
Atlanta,GA
Summary
Resourceful Manager with over 8 years in Leadership and success in coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Brand Advisor (Lead Customer Experience Specialist)
Delta Air Lines
05.2022 - Current
- Role models Delta's Rules of the Road and core values
- Help establish effective relationships and feedback loops between specialists and Customer Engagement Center leaders
- Conduct and evaluate observations of customer interactions to drive customer satisfaction
- Focus on elevating teams’ performance through continuous feedback and recognition
- Foster first specialist’s resolution through the following activities: real-time support, skill transfer and building confidence in decision making
- Promote Great Place to Work through creating brand right environment and supporting office and community events
- Side by Side Ambassador (meeting with executives from GO office to allow them to listen to calls and answer questions)
Program Manager
Dekalb County Recreation, Parks & Cultural, Exchange Recreation Center
05.2012 - Current
- Built teams to address project goals and objectives for multiple projects.
- Participated in vendor selection and management process for program initiatives.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
Social Services Case Manager
Georgia Department of Human Services, DHS/DFCS
01.2017 - 01.2018
- Coordinated with social, public and welfare agencies to obtain and provide client information.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Gathered information from mental and physical health and educational records to make recommendations and determine appropriate care plans.
- Assisted clients in accessing services and benefits by providing education and information about community resources, successfully assisting more than 30 clients in acquiring needed aid.
Education
Bachelors of Science - Sociology
University of West Georgia
Skills
●MS Office
●Multi tasking
●Conflict Resolution
● Scheduling
●Attention to Detail
●Critical Thinking
- Time Management
●Verbal and written
communication
● Scheduling
●Employee Training and
Onboarding
Certification
CPR Certified – Atlanta, Georgia, United States
Case Manager Certified (CCM) – Decatur, Georgia, United States
Timeline
Brand Advisor (Lead Customer Experience Specialist)
Delta Air Lines
05.2022 - Current
Social Services Case Manager
Georgia Department of Human Services, DHS/DFCS
01.2017 - 01.2018
Program Manager
Dekalb County Recreation, Parks & Cultural, Exchange Recreation Center
05.2012 - Current
Bachelors of Science - Sociology
University of West Georgia
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