Leonie Jackson
Columbia Heights,MN
Summary
Experienced professional with proven expertise in customer service management and exceptional conflict resolution skills. Sharp focus on customer centered approach and streamlining processes. Uses independent decision-making skills and sound judgment to positively impact company success and enhance customer satisfaction. Proficient in Microsoft Office, ensuring efficient administrative support. Achieved significant improvements in PCI/PII compliance and inter-departmental collaboration, driving operational excellence.
Overview
25
25
years of professional experience
Work History
Customer Service Manager Tolling Operations
WSP USA
07.2019 - Current
- Managed a team of customer service representatives, conducted regular performance evaluations identifying areas for improvement and, in a collaborative process, established performance goals and provided feedback on methods for reaching those milestones.
- Interviewed, hired and trained employees on PCI/PII compliance, performance-oriented strategies and customer service techniques.
- Established team priorities, conveyed constructive feedback to improve skills, and contributed to fostering an atmosphere of transparency and open communication between team members and management.
- Managed complex customer issues effectively, navigating multiple internal and external resources, including payment gateway and merchant service provider, to identify and implement the best possible solutions. Maintained a professional demeanor and de-escalated challenging customer service situations.
- Contributed to developing training and customer service manuals. Created new, and improved existing, processes, standard operating procedures, business rules, and quality assurance monitoring. Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Facilitated clear communication between the company, the client, the IT team and the back-office provider. Collaborated with IT department and back office to streamline customer data management.
Office Manager Assistant
Guyton & Thuente Law Offices
10.2017 - 09.2019
- Headed major confidential document retention project, safeguarding sensitive client information through proper documentation handling, data entry, and record maintenance procedures.
- Expedited project completion time by managing deadlines, resources allocation, and progress updates.
- Helped with other special projects of varying degrees of complexity.
- Maintained office inventory, ordering, requisitions, stocking and shipment receiving.
- Proofread and edited outgoing employer communications for accuracy and grammar. Effectively managed new and ongoing client and business associate correspondence, data communications, invoicing and payments.
- Treated clients with friendliness and professionalism at all points of contact, be it incoming or outgoing phone calls, emails, and in person.
Owner
The Toadstool Princess- Vintage Treasures
06.2018 - Current
- Online resale of vintage items.
- Manage day to day business activities including, but not limited to, marketing, social media presence, and shipping.
- Manage financial aspects of the business including purchasing, sales, budgeting, financial reporting, and tax preparation.
Owner/Creator
Max Says - Art & Gifts
07.2018 - Current
- Online art sales and drop shipping.
- Create new content for products.
- Manage day to day activities and financial aspects of an online business.
Owner/Operator
Polly's House Pet Care
01.2008 - 08.2021
- Provided skillful, consistent, safe, reliable and compassionate care to customer’s pets both daily and long-term. Identified potential safety issues and communicated with clients to resolve them quickly.
- Nurtured lasting customer relationships, providing high-quality services to ensure customer satisfaction, repeat business and customer referrals. Negotiated price and service with customers according to their varying requirements.
- Identified underserved needs in the pet care community and created a new service to target that market and increase revenue.
Insurance Agent, Property & Casualty
Amica Mutual Insurance Company
11.1999 - 12.2006
- Built strong relationships with clients through consistent communication and excellent customer service. Educated clients on the importance of good insurance coverage, customized insurance packages, and cross-sold insurance products to meet client needs, enhancing customer satisfaction and loyalty.
- Enhanced client portfolio by conducting thorough policy reviews, analyzing risk factors, identifying gaps in coverage and offering additional protection where needed.
- Reduced policy lapses and facilitated smooth transitions between carriers by maintaining positive relationships with all parties and educating clients on the importance of continuous coverage.
- Negotiated and collaborated with underwriters to assess risk and determine appropriate coverage options and to obtain better coverage and improved rates for clients.
- Evaluated mortgage appraisals to ensure correct coverage levels of homes.
- Evaluated home appraisals and inspections, and coordinated any required property repairs.
- Maintained high level of industry knowledge through continuous professional development, staying current with industry trends and regulatory changes affecting insurance products and services. Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients’ unique situations.
- Trained, and mentored new employees sharing industry insights and best practices for success
- Participated in community outreach programs to raise awareness about the importance of insurance, generating new leads.
Education
Minnesota School of Business -
Associate of Applied Science
Minneapolis, MNUniversity of Iowa -
Paramedic
Iowa City, IASaint Mary's University -
Registered Nursing
Minneapolis, MNSkills
- Proficient in Microsoft Outlook, Word, Excel and PowerPoint
- Call Center Operations
- Conflict Management
- Team Building
- Training and Mentoring
- Employee Development
- Quality Assurance
- Information Security
- PCI/PII Compliance
- Inter-Departmental Collaboration
- Administrative Support
Timeline
Customer Service Manager Tolling Operations
WSP USA
07.2019 - Current
Owner/Creator
Max Says - Art & Gifts
07.2018 - Current
Owner
The Toadstool Princess- Vintage Treasures
06.2018 - Current
Office Manager Assistant
Guyton & Thuente Law Offices
10.2017 - 09.2019
Owner/Operator
Polly's House Pet Care
01.2008 - 08.2021
Insurance Agent, Property & Casualty
Amica Mutual Insurance Company
11.1999 - 12.2006
Minnesota School of Business -
Associate of Applied Science
University of Iowa -
Paramedic
Saint Mary's University -
Registered Nursing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridQuote
"What gets measured, gets managed"
Peter Drucker
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