Leslie Wood
Odessa,FL
Summary
Diligent Desired Position with proven track record in leading teams to success through effective management and strategic planning.
Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs.
Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment.
Known for enhancing team performance through innovative instructional techniques and fostering collaborative learning environment.
Reliable and adaptable, with focus on achieving measurable results.
Overview
5
5
years of professional experience
Work History
Account Manager
ADT Security
04.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Provided exceptional customer service to maintain a high client retention rate.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Streamlined internal processes for better efficiency in account management tasks.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
Escalations Manager
Trulieve
02.2020 - 02.2023
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
- Championed the implementation of best practices in handling difficult cases across all support teams within the organization.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
Education
GED -
Dunedin High School
Dunedin, FL2006
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Customer satisfaction
- Strategic planning
- Goal oriented
- Sales development
- Account oversight
- Issue resolution
- Networking skills
- Team Training
Accomplishments
Top escalations team for Trulieve with 23 agents 6 months in a row.
Timeline
Account Manager
ADT Security
04.2023 - Current
Escalations Manager
Trulieve
02.2020 - 02.2023
GED -
Dunedin High School
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