Leslie Ormand
Mangum
Summary
With a proven track record at Oklahoma Department of Corrections, I excel in customer service and critical thinking, effectively resolving complaints and enhancing satisfaction. My experience spans from call centers to healthcare, demonstrating exceptional active listening and complaint resolution skills, leading to significant loyalty and repeat business.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
17
17
years of professional experience
Work History
Customer Service Representative III
Oklahoma Department of Corrections
02.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Food Manager
Keystone Food Services
01.2020 - 02.2022
- Managed daily operational tasks such as staff scheduling, budgeting, ordering supplies, and quality assurance checks.
- Reduced food waste by closely monitoring inventory levels and adjusting purchasing decisions accordingly.
- Enhanced customer satisfaction by implementing new food safety protocols and ensuring proper food handling procedures.
- Achieved consistent Food Safety Inspection scores by maintaining a clean, organized, and compliant working environment.
- Developed a culture of continuous learning among the staff by providing opportunities for skill development and knowledge sharing in the food industry.
CNA
Grace Living Center
03.2014 - 10.2019
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
Call Center Representative
Impereon
10.2013 - 04.2014
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Yakety Yak Wireless
08.2007 - 02.2012
- Conducted regular inventory checks, ensuring adequate stock levels were maintained at all times.
- Assisted customers in troubleshooting issues, enhancing their user experience and satisfaction.
- Boosted overall customer satisfaction by providing personalized recommendations and product demonstrations.
- Handled cash transactions accurately and efficiently, minimizing discrepancies in end-of-day reports.
- Performed data transfers between devices for customers while preserving their important files without any loss of information.
- Developed strong rapport with clients, resulting in repeat business and positive word-of-mouth referrals.
Education
GED -
Oklahoma Department of Education
Altus, OK05-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Complaint handling
- Complaint resolutiont
- Complaint resolution
Timeline
Customer Service Representative III
Oklahoma Department of Corrections
02.2022 - Current
Food Manager
Keystone Food Services
01.2020 - 02.2022
CNA
Grace Living Center
03.2014 - 10.2019
Call Center Representative
Impereon
10.2013 - 04.2014
Customer Service Representative
Yakety Yak Wireless
08.2007 - 02.2012
GED -
Oklahoma Department of Education
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