Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Leslie McClendon

Dallas,TX

Summary

Senior Supervisor skilled in Investigation and managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals. Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

12
12
years of professional experience

Work History

Senior Supervisor

Peloton Interactive Inc.
07.2019 - Current
  • Support Associates with the management of escalations and complex Member inquiries.
  • Provide real time guidance to Associates and act as a subject matter expert regarding product and processes.
  • Oversee and handle escalations with complex Member issues and support other team members to overcome these scenarios.
  • Be proactive in providing outstanding support to Members and team members alike.
  • Communicate and reinforce Peloton initiatives.
  • Actively foster openness and collaboration within the team.
  • Perform ticketing and queue management duties.
  • Member Support Agent.
  • Coordinated fraud investigations with law enforcement agencies, regulatory agencies and other relevant entities.
  • Planned, coordinated and conducted investigations involving broad scope of fraud and related offenses to detect and verify suspected criminal violations.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Developed and implemented procedures to detect and prevent fraud.
  • Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
  • Identified areas of conflict among team members and immediately worked to resolve those issues using negotiation and active listening.
  • Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
  • Mandated policy, procedure and performance adherence for continued and increased operational efficiency and profitability.

Supplies and Controllable Cost Coordinator

Zumiez
11.2014 - 11.2019
  • Manage $1M volume store that consistently rates as district top performer.
  • Maximize result in area of customer satisfaction, sales, merchandizing, operations and marketing.
  • Accountable for overall store performance in perimeter of people development, sales, payroll and inventory.
  • Negotiated contracts with suppliers and vendors, securing best pricing for materials, labor and equipment.
  • Delivered consulting services to advise clients on cost-saving strategies and best practices.
  • Implement marketing strategies.
  • Protect customers and employees by maintaining safe store environment.
  • Increase professional and technical knowledge by attending educational workshops, establishing personal networks, participating in social networks.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Analyzed team performance and identified opportunities for additional training.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Developed individualized training plans to achieve staff readiness.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Facilitated data analysis, search query mining and development of ad hoc reporting.
  • Assisted with content and keyword strategy development to increase rankings on all major search engines.
  • Evaluated back stock and returned extra, sealed and salvageable goods to designated locations.
  • Forecasted requirements and set reorder points to maintain optimal levels.
  • Organized records of vehicles, schedules and completed orders.
  • Created and enforced detailed organization processes to increase quality and service standards.
  • Oversaw warehouse staff and maintained efficiency in fast-paced environment.

Senior Representative

State Farm Insurance Company
07.2013 - 11.2016
  • Provided exceptional customer service to inbound calls.
  • Fulfilled customer requests by ensuring customer needs were clarified and addressed completely.
  • Addressed customer fatality calls with compassion and empathy.
  • Maintained relationships with Q&A.
  • Participated in maintaining database integrity by adhering to company standards and guidelines.
  • Used company intranet and database to immediately resolve customer inquiries.
  • Resolved issues through careful research and follow-up with customers.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Answered questions quickly via email or return phone call within 24-hour period

Store Manager

Footaction INC / Footlocker
05.2011 - 06.2013
  • Achieved financial objectives for annual, monthly, weekly, and daily budgets.
  • Recruit, hire, train, manage and schedule personnel.
  • Continuously monitored and updated floor visuals.
  • Established relationships with customers.
  • Fulfilled online, store to store, or in store orders or shipments.
  • Responsible for daily operations of store.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Education

Associate of Applied Science - Organizational Behavior Studies

McHenry County College
Crystal Lake, IL

Skills

  • Customer Relations
  • Database
  • Financial
  • Leadership
  • Loss Prevention
  • Marketing Strategies
  • Personnel
  • Sales
  • Scheduling
  • Strategic
  • Promotional Support
  • Quality Control
  • Process Payments
  • Legal Solutions
  • Inventory Control Processes
  • Data Protection
  • Health and Safety Regulations
  • Grammar
  • Office Consultations

Affiliations

Increased store sales by $145K in one year Exceeded regional and district Stash goals Two internal store promotions Top Google reviews Produced two employees for $1K Produced first DEOP in store history

Timeline

Senior Supervisor

Peloton Interactive Inc.
07.2019 - Current

Supplies and Controllable Cost Coordinator

Zumiez
11.2014 - 11.2019

Senior Representative

State Farm Insurance Company
07.2013 - 11.2016

Store Manager

Footaction INC / Footlocker
05.2011 - 06.2013

Associate of Applied Science - Organizational Behavior Studies

McHenry County College

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Leslie McClendon