Leonard Mais
Orlando,FL
Summary
Experienced Customer Service Representative and coach bringing 6+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Results-driven Supervisor accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors for people management.
Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success.
Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
Concentrix/ Goldman Sachs Bank USA
Orlando, FL
11.2020 - 07.2022
- My roles it handle and de escalate customers with escalated matters or who have had unpleasant experiences
- I also assist fellow agents with customer issues when needed and give accurate information and directions for a number of issues
- I have several nominations for employee of the month.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Resolved account issues to build rapport and relationships with clients.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
Assistant Soccer Coach
IdeaSport
Orlando, FL
04.2019 - 04.2020
- Assist coaches with training sessions and planning as well as report the development of players to coaches when needed
- Take charge of teams when asked to or when the primary coach is not available.
- Improved player behavior through modeling and disciplinary interventions.
- Developed and implemented team rules.
- Motivated athletes to become stronger, more agile and more effective through training habits and proper nutrition.
- Promoted stretching, mobility work and proper form to help athletes safely build strength.
- Prepared athletes for special competitions and tournaments.
- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
- Readied athletes for tough games by implementing coordinated regimens of practices and physical conditioning.
- Promoted love of game by assisting players with understanding positioning, play techniques and teamwork strategies.
- Implemented exercise programs and training strategies to bolster individual and team performance.
- Directed ambitious practice sessions to boost athletic abilities and teamwork.
- Boosted performance of individual athletes by devising strategic personal training programs.
- Conferred with assistant coaches to determine weaknesses in current team roster and develop recruitment plans.
Cashier/Customer Service/Sales Associate and Shift Supervisor
DoubleTree by Hilton
Orlando, FL
04.2018 - 03.2020
- Provide customer service to guests of the hotel
- Take and carry out food orders
- I was awarded employee of the month for December 2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Maintained cash drawer of $Amount or more per shift.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Greeted over Number patients per day.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Completed inventory counts and ordered merchandise.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
Education
Associate - Business
Valencia College
High School Diploma -
Titchfield High School
Port Antonio 11.2016
Skills
- Customer Service
- Crew Member
- Microsoft Office
- Business Management
- Accounting
- Sports Coaching
- Team Building
- Problem solving
- Customer Service Skills
- Microsoft Excel
- Retail sales
- Public Speaking
- Microsoft Word
- Teaching
- Organizational Skills
- Restaurant Experience
- Management
- Shift Management
- Budgeting
- Strategic Planning
- Recruiting
- Team Management
- Research
- Assessments
- Customer Focus & Orientation — Highly Proficient
- December 2019
- Responding to customer situations with sensitivity
- Full results: Highly Proficient
- Retail Customer Service — Proficient
- Comprehending and responding to retail customer needs
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Work Prioritization
- Leading Team Meetings
- Verbal and Written Communication
- Positive and Constructive Feedback
- Office Management
- Staff Training
- Special Assignments
- Handling Escalations
- Issue Resolution
- Call Center Operations
- Workflow Management
- Continuous Improvements
- Maintaining Clean Work Areas
- Time Management
- Customer Implementation
- Corrective Actions
- Job Assignments
- Call Monitoring
- MS Office
- Quality Assurance
- Employee Scheduling
- POS Inventory System Operation
- Employee Performance Reviews
- Friendly and Relatable
- Compliance Adherence
- Research and Analysis
- Microsoft PowerPoint
- Daily Timekeeping
- Supervising Employees
- Leadership
Timeline
Customer Service Supervisor
Concentrix/ Goldman Sachs Bank USA
11.2020 - 07.2022
Assistant Soccer Coach
IdeaSport
04.2019 - 04.2020
Cashier/Customer Service/Sales Associate and Shift Supervisor
DoubleTree by Hilton
04.2018 - 03.2020
Associate - Business
Valencia College
High School Diploma -
Titchfield High School
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