Hi, I’m
Leslie Wilson
Omaha,NE
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
14
years of professional experience
1
Certification
Work History
First National Bank Of Omaha
Senior Customer Service Representative
08.2019 - Current
Job overview
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
CareOne At Omaha, NE
Certified Nursing Assistant
07.2017 - 01.2019
Job overview
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Helped patients with self-feeding and assisted feeding, based on individual needs.
Remedy Intelligent Staffing
Data Entry Clerk
04.2017 - 07.2017
Job overview
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
Bucky's Express
Cashier
09.2016 - 02.2017
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
Sliver Ridge Assisted Living
Certified Nursing Assistant
06.2016 - 09.2016
Job overview
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
West Corporation
Senior Customer Service Representative
06.2012 - 06.2016
Job overview
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
Papa Murphy's Take And Bake Pizza
Team Member
03.2010 - 09.2012
Job overview
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Contributed to team success by completing jobs quickly and accurately.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Worked different stations to provide optimal coverage and meet production goals.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Maintained productive, efficient approach to all tasks.
- Developed strong cooperative relationships with coworkers and managers.
- Operated register to process payments and collect cash payment for order totals.
- Addressed and resolved customer complaints in polite and professional manner.
- Trained new team members by relaying information on company procedures and safety requirements.
- Assisted with inventory counts and stocking of merchandise.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
Education
Omaha Northwest Magnet High School, Omaha, NE
High School Diploma
05.2011
Skills
- Order Fulfillment
- Conflict Management
- Documentation Review
- Database Research
- Service Recommendations
- Account Management
- Call Control
- Credit Card Processing
- Customer Support
- Staff Training
- De-Escalation Techniques
- Following Scripts
- Calm Under Pressure
- MS Office
- Understanding Customer Needs
- Data Entry
Certification
- CNA - Certified Nurse Assistant
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Representative
First National Bank Of Omaha
08.2019 - Current
Certified Nursing Assistant
CareOne At Omaha, NE
07.2017 - 01.2019
Data Entry Clerk
Remedy Intelligent Staffing
04.2017 - 07.2017
Cashier
Bucky's Express
09.2016 - 02.2017
Certified Nursing Assistant
Sliver Ridge Assisted Living
06.2016 - 09.2016
Senior Customer Service Representative
West Corporation
06.2012 - 06.2016
Team Member
Papa Murphy's Take And Bake Pizza
03.2010 - 09.2012
Omaha Northwest Magnet High School
High School Diploma
- CNA - Certified Nurse Assistant
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