Leonard Floyd
Simpsonville,SC
Summary
Experienced professional with 16 years of quality assurance and process documentation experience. Proficient in data entry and providing administrative support. Skilled in coaching, training development, and statistical analysis of production processes. Extensive background in customer service, leading and supporting teams to achieve goals. Strong problem-solving, communication, and conflict resolution skills with a flexible approach to dynamic environments. Reliable and results-driven, fostering a collaborative atmosphere to consistently exceed expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Last-Mile Delivery Driver
Door Dash
01.2022 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Managed customer inquiries and complaints in polite and professional manner.
- Expedited deliveries to meet customer deadlines and requirements.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Demonstrated flexibility by covering additional routes as needed, supporting team workload balance.
- Achieved record of zero accidents through adherence to traffic laws and safety protocols.
- Ensured timely and accurate delivery of packages to customer locations, enhancing overall satisfaction with service.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
Production Associate, Team Trainer, Quality Lead
BMW Manufacturing LLC.
01.2013 - 01.2024
- Monitored production processes to maintain quality standards and documented pertinent data for deviation analysis and potential warranty claims
- Provided comprehensive documentation for manufacturing activities in compliance with regulatory requirements
- Coached team members to enhance efficiency, safety, and adherence to quality benchmarks
- Assessed employee capabilities, identified training needs, and developed programs aligned with organizational goals
Quality Technician
Drive Automotive
01.2008 - 01.2013
- Entered and maintained accurate records in the SAP system, ensuring data integrity and accessibility
- Updated and managed spreadsheets to support departmental operations and reporting requirements
- Coordinated with vendors through phone and email to follow up on orders, facilitating timely procurement and inventory management
Lead Customer Service Representative
TeleTech Holdings
02.2008 - 03.2012
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Science - Cyber Security
ECPI University
Virginia Beach, VA05-2027
High School Diploma -
Petal High School
Petal, MS05-2003
Skills
- Data Entry Accuracy
- Data Quality Management
- Data Cleansing and Validation
- Data Analysis and Reporting
- Database Management
- Data Entry Procedures and Standards Development
- Cross-Functional Collaboration
- Troubleshooting and Error Resolution
- Time Management and Efficiency
- Data Entry Form Creation and Maintenance
- Data Retrieval and Updating
- Confidentiality and Regulatory Compliance
- Attention to Detail
- Organizational Skills
- Knowledge of Using Equipment Like Printers and Scanners
- Ability to Provide Administrative Support to Business Operations
- Ability to Interact With Customers and Clients
- Capable of Updating and Maintaining Information in Company Database
- Positive attitude
- Customer service
- Valid Driver's license
- Attention to detail
- Time management
- Dependable and reliable
- Punctual and reliable
- Problem-solving
- Safe driving
- Time management skills
- Loading and unloading
- Clean driving record
- GPS and route planning
- Safe driving record
- GPS navigation
- Delivery scheduling
- Vehicle cleaning and maintenance
- Order picking and processing
- Order verification
- Shopping orders
- Complaint handling
- Team member training
- Call management
- Call center experience
- Customer complaint resolution
- Customer support
- Willingness to lead
- Help desk support
- Fast learner
- Complaint resolution
- Customer account management
- MS office applications
Certification
Certification of Completion, ISC2 Domain 1: Security Principles
Timeline
Last-Mile Delivery Driver
Door Dash
01.2022 - Current
Production Associate, Team Trainer, Quality Lead
BMW Manufacturing LLC.
01.2013 - 01.2024
Lead Customer Service Representative
TeleTech Holdings
02.2008 - 03.2012
Quality Technician
Drive Automotive
01.2008 - 01.2013
Certification of Completion, ISC2 Domain 1: Security Principles
Bachelor of Science - Cyber Security
ECPI University
High School Diploma -
Petal High School
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