LESLIE WEBSTER
BROOKLYN
Summary
Achieved high levels of customer satisfaction by implementing effective service strategies. Drove business success by aligning client services with organizational goals. Delivered accurate and efficient task management to enhance operational performance.
Overview
31
31
years of professional experience
Work History
Client Service Manager Lll
Charter Communications
09.2015 - Current
- Closely monitor account activities, services, contracts for all assigned clients.
- Serve as a key liaison between management and the client, supporting client issues.
- Escalate to upper management Analyze client's business objectives and determine the best approach to leverage capability.
- Assist Customer Care Professionals answering questions and/or providing coaching.
- Align expectations with business needs utilizing problem solving skills during customer calls.
- Prepare & Present monthly barometer reports that summarize the overall account activity.
- Closely monitor usage and demand of assigned accounts.
Retirement Plan Analyst
Ascensus Products and Services
07.2014 - 09.2015
- Responsible for protecting, securing, and handling of all confidential data.
- Prepared and loaded plan data necessary to complete compliance testing.
- Responsible for processing fund ads, change client contact and uninvested cash forms.
- Responded to information via email, automated systems.
Vendor Manager
Comcast Corporation
07.2012 - 11.2013
- Coordinated and scheduled training needed for improved performance and development for 3rd party vendors staff.
- Identified and followed thru on Risks and Issues concerning issues.
- Supervised and establish performance objectives for Vendors and staff.
- Attended customer meetings regarding problem resolutions and sales escalations.
- Created training modules.
- Managed resources and assignments to ensure all time lines were met.
- Supported launching of new product and services.
- Managed contracts and statement of work.
Vendor Performance Manager
Comcast Corporation
06.2012 - 11.2013
- Monitored vendor's daily performance & provided valuable feedback.
- Ensured accurate vendor auditing done by in-house staff to ensure in compliance with company guidelines.
- Verified and processed invoices.
- Developed statistical reports of team productivity for tracking measures.
- Executive communication to the Business Unit-and single point of contact as source of truth for program status.
- Developed and managed E2E program plans to ensure completion of projects.
- Attended weekly program level meetings to resolve issues and items that are cross-organizational.
Quality Assurance Manager
Comcast Corporation
09.2001 - 06.2012
- Spearheaded all training with in dedicated call centers to implement new Quality programs.
- Analyzed trends, identified gaps, and implemented processes to track quality data.
- Partnered with supervisors to provide quality coaching.
- Identified and offered solutions for service level problems and quality errors.
- Worked closely with other business units to resolved internal issues.
- Developed regulatory strategies and implementation plans for the preparation and submission of new products.
Customer Service Executive
Comcast Corporation
10.1994 - 08.2001
- Sold products and services and placed orders in systems.
- Identified researched and resolved customer issues.
- Recommended process improvements.
- Troubleshot customer's issues regarding service related problems.
Education
High School Diploma - undefined
Capella University
Clinton, IASkills
- Client Management
- Time Management
- Complex Problem Solving
- Learning Strategies
- Critical Thinking
- Active Listening
- Coordination
- Monitoring
- Persuasion
- Telecommunications & Cable Industry Knowledge
- Judgment and Decision Making
- Customer and Personal Service
Accomplishments
- Sales
- Identified and acquired high-value new clients for the company.
- Process
- Increased team productivity and cut cost per order by more than 50%
COURSES TAKEN DALE CARNEGIE-CERTIFICATE
- Fundamentals of Management
- Fundamentals of Human Resources
- Fundamentals of Marketing and Sales
Timeline
Client Service Manager Lll
Charter Communications
09.2015 - Current
Retirement Plan Analyst
Ascensus Products and Services
07.2014 - 09.2015
Vendor Manager
Comcast Corporation
07.2012 - 11.2013
Vendor Performance Manager
Comcast Corporation
06.2012 - 11.2013
Quality Assurance Manager
Comcast Corporation
09.2001 - 06.2012
Customer Service Executive
Comcast Corporation
10.1994 - 08.2001
High School Diploma - undefined
Capella University