Leslie Houston
Tampa,FL
Summary
Proven leader in customer service excellence, adept at asset management and service support, with a history of enhancing customer satisfaction at Greyhound Lines Inc. Skilled in fostering employee engagement and streamlining operations, I excel in client relations and resolving complaints efficiently, driving repeat business and maintaining high service standards. Background includes administrative, financial, and customer service experience.
Self-Driven as Lead Customer Service Associate with 25 years of excellent customer service experience and solid work ethic. Excels at effective inventory control and stocking in fast-paced environments. Demonstrates company core values and promotes safety and awareness to meet physical demands of position.
Overview
29
29
years of professional experience
Work History
Customer Service Experience
Ashley Furniture Industries - Call Center
05.2021 - 04.2024
- Maintained punctual delivery times for consistent customer service experience.
- Promoted a positive customer service experience while enforcing strict adherence to federal regulations regarding air travel safety measures.
- Improved customer service experience by addressing client concerns promptly and professionally, ensuring timely resolutions.
- Enhanced customer service experience by promptly addressing concerns and resolving issues to maintain trust.
- Ensured optimal customer service experience by addressing inquiries professionally, providing accurate information regarding code requirements.
- Collaborated with team members to consistently deliver an outstanding customer service experience.
- Managed high call volumes during peak hours, ensuring smooth operations without compromising quality or customer service experience.
- Enhanced customer service experience by acting quickly and applying appropriate resolutions for common problems.
- Collaborated closely with other departments to resolve transaction-related issues, improving overall customer service experience.
Assistant Manager
Nativity Trips and Ships
10.2019 - 05.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized terminal environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Generated repeat business through exceptional customer service.
- Mentored team members to enhance professional development and accountability in workplace.
Lead Customer Service Associate
Greyhound Lines Inc. Bus Lines
08.1995 - 10.2019
- Coordinated interdepartmental collaboration efforts aimed at streamlining processes that involved multiple teams.
- Managed scheduling requirements across multiple shifts, ensuring adequate staffing levels were maintained at all times.
- Collaborated with team members to develop strategies for improving customer experience and retention.
- Actively participated in company-wide initiatives designed to enhance workplace culture and promote employee engagement.
- Consistently met performance metrics in call handling, fostering a high-quality service environment.
- Facilitated open communication between team members and management, fostering a positive work culture built on trust and transparency.
- Resolved escalated customer complaints effectively while maintaining composure under pressure.
- Assisted in developing training materials aimed at enhancing employee skillsets and encouraging professional development.
- Navigated complex issues by leveraging internal resources and collaborating with cross-functional departments.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Hillsborough High School
Tampa, FL06.1984
Skills
- Customer service experience
- Asset Management Experience
- Video remote services
- Experienced session musician
- Client Relations and Customer Service
- Experience with account reconciliation
- Maintenance Coordination Experience
- Services Support
- Call Center Customer Service
- Customer and employee rapport
- Customer service excellence
Timeline
Customer Service Experience
Ashley Furniture Industries - Call Center
05.2021 - 04.2024
Assistant Manager
Nativity Trips and Ships
10.2019 - 05.2021
Lead Customer Service Associate
Greyhound Lines Inc. Bus Lines
08.1995 - 10.2019
Hillsborough High School