Leslie Summers
Poteau
Summary
Results-oriented professional with extensive call center experience. Recognized for strong teamwork and adaptability, consistently achieving goals through effective communication and reliable customer service.
Overview
18
18
years of professional experience
Work History
Senior Call Representative
Taleigh Management
Poteau, OK
01.2024 - 03.2026
- Managed high-volume inbound calls to resolve customer inquiries and issues effectively.
- Developed junior representatives' skills to enhance overall team effectiveness and customer service standards.
- Refined call management procedures to minimize average response times and improve customer service.
- Evaluated customer feedback to uncover trends and propose service enhancements.
Call Representative
TTEC
Poteau, OK
10.2023 - 02.2025
- Managed high-volume inbound calls while providing exceptional customer service and support.
- Resolved customer inquiries efficiently by utilizing problem-solving skills and product knowledge.
- Documented customer interactions accurately in CRM systems to maintain data integrity and track resolutions.
- Collaborated with team members to enhance communication processes and improve overall service quality.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
Call Representative
Foundever
Poteau, OK
10.2019 - 06.2023
- Trained new representatives on call handling techniques, system usage, and company policies for consistent performance.
- Developed scripts for common inquiries to streamline responses and reduce call handling time effectively.
- Monitored call metrics to identify areas for improvement, contributing to enhanced team performance standards.
- Implemented feedback mechanisms for customers, gathering insights to refine service delivery strategies continuously.
- Maintained contact with customers to request referrals.
- Managed escalated calls with professionalism, successfully deescalating tensions while addressing the root cause of their issues.
- Exceeded monthly targets for upselling additional services or products, contributing to overall company growth.
Crew Member
Braums Ice Cream And Dairy
Poteau, OK
06.2008 - 12.2010
- Delivered exceptional customer service by efficiently processing orders and addressing inquiries.
- Maintained cleanliness and organization throughout the dining area to enhance guest experience.
- Operated cash register accurately, ensuring correct transactions and handling of payments.
- Collaborated with team members to prepare and serve high-quality menu items promptly.
Education
High School Diploma -
Panama High School
PanamaNo Degree - Nursing Practice
Kiamichi Technology Center
Poteau, OK06-2012
Skills
- Workload management
- CRM software
- Call handling
- Script adherence
- Goal oriented
- Resolving issues
- Customer communications
- Answering questions
- Gathering information
- Call center experience
- Teamwork
- Customer service
- Problem-solving
- Multitasking
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Teamwork skills
- Customer relations
- Phone etiquette
- Microsoft office
- Data entry
- Task prioritization
- Self motivation
- Product knowledge
- Medical terminology
- Information gathering
- Goal setting
- Professionalism
- MS office
Timeline
Senior Call Representative
Taleigh Management
01.2024 - 03.2026
Call Representative
TTEC
10.2023 - 02.2025
Call Representative
Foundever
10.2019 - 06.2023
Crew Member
Braums Ice Cream And Dairy
06.2008 - 12.2010
High School Diploma -
Panama High School
No Degree - Nursing Practice
Kiamichi Technology Center