Leslie Strickland
Community Choice Financial Inc.
Bethlehem
20
years of professional experience
Results-driven Customer Service Manager with strong problem-solving skills and a focus on team building. Proven ability to enhance customer satisfaction through effective communication and efficient process improvements.
Work History
Customer Service Manager
3 Years 11 Months- Supervised daily customer service operations, ensuring high-quality support and satisfaction.
- Developed training programs for new staff, enhancing team competency and performance.
- Implemented process improvements that reduced response times and increased efficiency in support workflows.
- Analyzed customer feedback to identify trends, driving strategic changes in service delivery.
- Collaborated with cross-functional teams to enhance customer experience initiatives and solutions.
- Resolved escalated customer issues, maintaining positive relationships and promoting brand loyalty.
- Conducted collection calls via Unitas and Service Star, negotiated payment plans, and recorded commitments in CRM
Customer Service Representative
2 Years 9 Months- Resolved customer inquiries efficiently, ensuring high satisfaction levels and repeat business.
- Managed inventory levels, accurately tracking stock for timely replenishment.
- Trained new staff on customer service protocols, enhancing team performance and service quality.
- Implemented process improvements, reducing response times to customer issues and increasing efficiency.
- Developed strong product knowledge to assist customers effectively in making informed purchasing decisions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Manager
12 Years 1 Month- Monitored key performance indicators, ensuring alignment with organizational goals and standards.
- Facilitated regular team meetings to discuss performance metrics and share best practices among staff.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Education
High School Diploma
Skills
Customer service
Problem-solving
Microsoft outlook
word
and Excel
Customer focused
Customer relations
Time management
Training and mentoring
Excellent time management skills
Cash handling
Adherence to high customer service standards
Exceptional interpersonal communication
Complaint resolution
Team building and leadership
Timeline
Customer Service Manager
Community Choice Financial Inc.
2022.07 - CurrentRead More
Customer Service Representative
Publix
2019.02 - 2021.11Read More
Customer Service Manager
Mazzios Call Center
2006.04 - 2018.05Read More
Winder Barrow High School
High School Diploma
Read More