Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Lesheal Odoms

Resolution Specialist
San Antonio,TX

Overview

15
15
years of professional experience

Work History

Resolution Specialist

The Walt Disney Company/Hulu LLC
San Antonio, TX
11.2018 - Current
  • Handle complex or escalated contacts from customers by providing a seamless experience across all contact channels.
  • Track issues and outages from start to finish including reproducing issues and escalating to the appropriate teams
  • Provide Tier 1/Tier 2 support through chat regarding account management, billing issues, content and basic site and application navigation.
  • Provide support specifically with regards to software functionality and troubleshooting of system configurations and network settings
  • Give accurate and real-time responses to our Tier 1/Tier 2 and Viewers
  • Prepared written opinions or decisions regarding cases.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Customer Service Representative

Harland Clarke
San Antonio, TX
05.2018 - 10.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Communication Officer

Methodist Health
San Antonio, TX
10.2016 - 07.2017
  • Received and processed both written and verbal instructions, prints and work orders.
  • Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
  • Connected callers with appropriate professional, department or business.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Maintained accurate records of calls placed and received.
  • Maintained up-to-date knowledge of emergency call procedures.
  • Collected and verified telephone numbers, addresses and proper spelling of names.
  • Logged and routed incoming mail, conducted data entry and prepared outgoing mail.
  • Received incoming calls and paged individuals and departments over PA system.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Operated digital paging system to notify recipients of incoming calls.

Dispatch Supervisor

Tac Med Inc
Corpus Christi, TX
03.2011 - 10.2016
  • Managed 10 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
  • Modernized communications systems to improve productivity, reliability and efficiency.
  • Determined number of man hours required to complete assignments after reviewing scope of each project.
  • Maintained meticulous employee records to accurately track attendance and productivity.
  • Directed dispatching, routing and tracking of 10 fleet vehicles.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Coordinated repairs to vehicles to maintain fleet operations.

Credit Card Customer Service Representative

First Data
Corpus Christi, TX
05.2004 - 04.2009
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Received inbound customer calls related to credit card accounts
  • Supported customers with invoices, statements and other basic questions.
  • .
  • Recommended products and services to meet customers' credit card and banking needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered prompt service to prioritize customer needs.
  • Arrange replacement card due to damaged, lost or compromised card.
  • Arrange hand delivery of new card replacement and or by carrier.
  • Set up card replacements a pickup location.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

No Degree - Basics

Del Mar College
Corpus Christi TX

High School Diploma -

Richard King High School
Corpus Christi TX
06.1986

Skills

  • Customer Complaint Resolution
  • Product Selection
  • Settlement Agreements
  • Customer Queries
  • Service Quality
  • Microsoft Excel
  • Customer Feedback
  • Client Satisfaction
  • Customer Accounts Management
  • Problem Resolution
  • Product Knowledge
  • Ability to Be Flexible
  • Client Rapport-Building
  • Effective Problem-Solving
  • Teamwork Skills
  • Call Volume Analysis
  • Customer Care

Timeline

Resolution Specialist

The Walt Disney Company/Hulu LLC
11.2018 - Current

Customer Service Representative

Harland Clarke
05.2018 - 10.2018

Communication Officer

Methodist Health
10.2016 - 07.2017

Dispatch Supervisor

Tac Med Inc
03.2011 - 10.2016

Credit Card Customer Service Representative

First Data
05.2004 - 04.2009

No Degree - Basics

Del Mar College

High School Diploma -

Richard King High School

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Lesheal OdomsResolution Specialist