Leslie Liggins
Houston,Texas
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity efficiency and service quality across various environments.Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.Organized simultaneous office functions and direct administrative personnel to meet needs. Performance-oriented and driven with in-depth understanding of office organization needs. Skillfully coordinate resources and administrative support to keep operations smooth and boost team productivity .Outgoing with experience overseeing multiple tasks and managing employees successfully . Hardworking professional committed to providing outstanding customer service and assistance.
Overview
14
14
years of professional experience
Work History
Tier 2 Customer Service Representative
Spark Energy
Houston, TX
10.2018 - Current
- Handled escalations for 4 brands by establishing accurate expectations from the escalating procedures, bringing relief to the customers, ensuring the consumer satisfaction throughout the escalation process.
- The capability to analyze and articulate contract and billing details.
- The ability to identify opportunities that create mutual benefits for both the customer and the company.
- Ability to handle multiple task in timely manner.
- Work well and accurately under pressure.
- Perform daily managerial duties such as live call listening, peer coaching, customer call backs.
- Developed and trained staff, established goals, conducted performance reviews
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
Optician
America's Best Contacts And Glasses
12.2017 - 10.2018
- Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit
- Filed claims with vision and medical insurance companies to garner payment for optical services
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences
- Instructed patients on proper insertion, removal and cleaning techniques for contact lenses
- Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction
- Measured patients' faces for bridge, eye size and temple length to select comfortable frames
- Recorded Type measures accurately and placed orders with eyeglass manufacturers
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers
- Managed check-in and check-out procedures, verified patient information and submitted lens orders
Benefits Specialist
Aon Hewitt
09.2014 - 11.2017
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email interactions
- Observed strict procedures to maintain data and plan participant confidentiality
- Checked employees' benefits enrollment for accuracy and inputted all data into Software
- Directed and assisted with 401K, medical, dental and vision benefit packages
- Calculates pension statements and estimates
- Step by Step assistance for customers who are retiring or separating from the company
- Processes 401K and RMD's, & other financial institutions
Sales Manager
Flexi Compras
07.2012 - 05.2014
- Handled customer relations issues, enabling quick resolution and client satisfaction
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue
- Identified and trained highly-qualified staff by teaching best practices, procedures and sales strategies
- Inventory
- Monitor sales
Receptionist
Atria Senior Living
09.2011 - 09.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Kept reception area clean and neat to give visitors positive first impression
- Confirmed appointments, communicated with clients and updated client records
- Answered central telephone system and directed calls accordingly
- Resolved customer problems and complaints
- Managed multiple tasks and met time-sensitive deadlines
- Provided clerical support to company employees by copying, faxing and filing documents
- Corresponded with clients through email, telephone or postal mail
- Answered phone promptly and directed incoming calls to correct offices
- Sorted, received and distributed mail correspondence between departments and personnel
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Scheduled and confirmed appointments and meetings for senior management team
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations
- Oversaw inventory materials monitoring, requisitions and supply re-stocking
- Supported various administrative duties by proofreading, transcribing and invoicing
Customer Service Representative
IRT
10.2010 - 11.2011
- 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
- Recommended products to customers, thoroughly explaining details
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Education
Diploma -
Lincoln High
05.2006
Skills
- Self starter
- Excel is a fast paced environment
- Training and development
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Order and Refund Processing
- Customer Account Management
- Issue and Complaint Resolution
- Team Management
- Staff Training
- Effective Multitasking
- Escalation Procedures
- Call Control
- Responding to Difficult Customers
- Escalation Management
Timeline
Tier 2 Customer Service Representative
Spark Energy
10.2018 - Current
Optician
America's Best Contacts And Glasses
12.2017 - 10.2018
Benefits Specialist
Aon Hewitt
09.2014 - 11.2017
Sales Manager
Flexi Compras
07.2012 - 05.2014
Receptionist
Atria Senior Living
09.2011 - 09.2012
Customer Service Representative
IRT
10.2010 - 11.2011
Diploma -
Lincoln High