Leontyne Burbridge
Madison,AL
Summary
Professional with 20+ years in client and customer support services, specializing in enhancing customer satisfaction through effective communication and problem-solving skills. Proven ability to understand human behavior and apply interpersonal skills to resolve issues efficiently. Authorized to work in the US for any employer.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Client Support Representative
Kelly Benefits
09.2022 - Current
- Facilitated effective service delivery to current and former consultants.
- Managed resolution of issues concerning benefits programs, billing, enrollment, COBRA, and administrative procedures.
- Executed timely follow-up with customers and multiple organizational tiers.
Senior Account Specialist
AT&T
01.2018 - 12.2022
- Achieved a 91% customer satisfaction rate by resolving escalated issues effectively.
- Exceeded customer expectations as Subject Matter Expert, fostering trust and credibility.
- Supported team initiatives by attaining significant metrics and improving satisfaction scores.
Tech Support
Comcast
01.2016 - 12.2018
- Maintained 91% customer satisfaction rate by resolving complex escalated issues.
- Developed trust with customers as Subject Matter Expert, surpassing expectations.
- Supported team objectives by improving metrics and overall customer satisfaction scores.
Owner and Tutor
Pink Ivy Tutoring
01.2012 - 12.2016
- Evaluated secondary students to uncover academic challenges and needs.
- Partnered with students, parents, and school personnel to design effective tutoring strategies.
- Conducted one-on-one and small group sessions focused on reading, writing, grammar, vocabulary, and English literature.
- Analyzed academic performance and produced detailed progress reports for educational settings.
Program Representative
Youth Villages
01.2008 - 12.2012
- Developed and executed outreach strategies, including social media marketing and community partnerships to present programs and bolster recruitment.
- Maintained key relationships with state program providers and private institutions, designed to proactively address issues of children and families in crisis situations.
- Served as liaison between clients, family services, clinics, courts, and doctors to develop treatment plans.
- Presented programs to address truancy, delinquent behavior and mental or physical impairments.
- Developed and reviewed service plans, follow-up assessments and arranged for support services needed.
Case Manager
State of Georgia DFCS
01.2001 - 12.2004
- Executed interviews with clients and families to evaluate service requirements.
- Documented extensive case histories and authored detailed reports.
- Coordinated efforts with parents, educators, and healthcare professionals for ideal child placements.
- Recommended suitable temporary foster care options including medical facilities and adoptive homes.
Education
B.S. - Business
University of Arkansas at Pine Bluff
Pine Bluff, ARSkills
- Software troubleshooting
- Microsoft Excel and Google Docs
- Windows operating systems
- Technical support and customer service
- Zendesk and CRM software
- Social work and mentoring
- Tutoring and training development
- Marketing strategies
- Office management and supervision
- Upselling and negotiation skills
- Research and analysis skills
- Typing proficiency
- Conflict management techniques
- Salesforce and SharePoint expertise
- Financial services knowledge
- HIPAA compliance awareness
- Relationship management
Certification
Driver's License
Timeline
Client Support Representative
Kelly Benefits
09.2022 - Current
Senior Account Specialist
AT&T
01.2018 - 12.2022
Tech Support
Comcast
01.2016 - 12.2018
Owner and Tutor
Pink Ivy Tutoring
01.2012 - 12.2016
Program Representative
Youth Villages
01.2008 - 12.2012
Case Manager
State of Georgia DFCS
01.2001 - 12.2004
B.S. - Business
University of Arkansas at Pine Bluff
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