Leslie Leal-Gobey
Leander,TX
Summary
Encouraging supervisor and analytical problem-solver with talents for team building, leading and motivating. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Success Supervisor
Premier Research Labs
08.2023 - Current
- Connected with my team about their daily tasks and discussing any delays or obstacles in their workload.
- Coached each of my team members on better customer service communication.
- Gathered and organized training material to help my team transition to taking customer calls.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Private Label Specialist
Premier Research Labs
12.2021 - 08.2023
- Received sales orders from the CSRs and initiated private label project with the Production, Accounting, and Sales departments.
- Communicated between Production Planning and CSRs regarding edits and any changes needed to a customer's private label order.
- Informed Accounting when payment can be collect for each private label order.
- Emailed updates to CSRs about their customer's current private label order.
- Gathered, organized and input information into digital database.
Returns Processing Specialist
Premier Research Labs
01.2020 - 12.2021
- Managed complaints and order questions from customers.
- Emailed or called customers with updates about their complaint and informed them that a refund or a replacement was being processed.
- Notified Quality department of product issues and customer reactions to certain products.
- Communicated with FedEx and UPS about tracking or delivery information needed for each order inquiry.
- Organized and scheduled return boxes back to the facility.
Quality Assurance Private Label Associate
Premier Research Labs
08.2018 - 01.2020
- Reviewed Private Label Production Batch Records and job packets for completeness and cGMP compliance, and initiate associated corrections.
- Routinely communicated data to ensure that continuous improvement is visible and monitored.
- Worked with respective manager to train other employees in the department, further developing their skills and providing information they need to perform their jobs successfully.
- Developed and ensured robust processes are in place to maximize department efficiencies and to ensure that product batches are delivered on time and in the most cost-efficient and compliant manner.
Returns Processing Specialist
Premier Research Labs
11.2015 - 12.2017
- Processed refunds for customers that returned products and applied discounts to new replacement orders.
- Communicated via phone call or email with FedEx or UPS about issues with orders in transit.
- Trained Sales reps on how to initiate a return or file a complaint and the best solutions for handling various types of
complaint situations. - Communicated between Quality Assurance and Sales Department with results from complaint investigations.
Administrative Assistant
Premier Research Labs
06.2015 - 11.2015
- Assisted coworkers and staff members with special tasks on daily basis.
- Cashier for store purchases using S2K and BatchMaster software in the ERP system.
- Received returns information from CSRs and transferred it over to an Excel spreadsheet for future reference.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Education
BBA - Business Management
Concordia University Texas
Austin, TX05.2015
Skills
- Team Leadership
- Administration and Reporting
- Project Planning
- Decision-Making
- Process Improvement
- Training and mentoring
- Problem Resolution
- Computer Skills
- Business Administration
- Proficient in Microsoft Office
Timeline
Customer Success Supervisor
Premier Research Labs
08.2023 - Current
Private Label Specialist
Premier Research Labs
12.2021 - 08.2023
Returns Processing Specialist
Premier Research Labs
01.2020 - 12.2021
Quality Assurance Private Label Associate
Premier Research Labs
08.2018 - 01.2020
Returns Processing Specialist
Premier Research Labs
11.2015 - 12.2017
Administrative Assistant
Premier Research Labs
06.2015 - 11.2015
BBA - Business Management
Concordia University Texas
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