Leslie Young
Augusta,Ga
Summary
Customer-oriented Supervisor with 10 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in Customer Service industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Supervisor/ Escalations Representative
Convergent Outsourcing
Augusta
02.2015 - Current
- Monitor and review individual and team performance
- Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure
- Provide feedback
- Monitor and analyze productivity of agents
- Ensure all client compliance requirements are met
- Monitor and ensure compliance with attendance and dress code.
Escalations Representative
Convergent Outsourcing
Augusta
02.2014 - 02.2015
- Handled in-bound calls for Entergy Corporation
- Created a great customer service experience for callers
- Assisted customers with any inquiries they may have had
- Coordinated support for billing inquiries and work orders
- Spearheaded and resolved complex customer issues.
Customer Service Representative
SITEL Operations Corporation
Augusta
06.2008 - 01.2012
- Verified eligibility for medical insurance under Cigna Healthcare
- Produced resolutions for medical claims filed by healthcare provider
- Assisted healthcare providers with the process of filing medical claims.
Education
Bachelor of Science - Criminal Justice
Valdosta State University
Valdosta, GA05.2021
Criminal Justice
Georgia Military College
Evans, GA05.2013
Skills
- Experience with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Publisher, Office 365
- Excellent customer service and interpersonal skills
- Time Management
- Prioritizing tasks
- Pleasant and dedicated Supervisor who excels at multitasking, prioritizing, organizing, and finishing tasks to completion Detail-oriented with 10 years of managing and improving individual and team performance, while handling daily office tasks from colleagues and clients Flexible, hardworking, and always willing and able to learn and take on new tasks
- Staff Management
- Process Improvement
- Employee Motivation
- Process Monitoring and Improvement
Certification
- Certificate of Achievement FEMA Independent Study Performance Management Program-September 2012
- Certificate of Achievement FEMA Independent Study Diversity Awareness-October 2012
- Certificate of Achievement FEMA Independent Study Command Center-October 2012
Affiliations
- Member of the Order of the Eastern Star Organization under the Jurisdiction of Georgia
- Member of Phi Theta Kappa Honor Society
Accomplishments
- Earner Star of the Year 2017-2018
Timeline
Supervisor/ Escalations Representative
Convergent Outsourcing
02.2015 - Current
Escalations Representative
Convergent Outsourcing
02.2014 - 02.2015
Customer Service Representative
SITEL Operations Corporation
06.2008 - 01.2012
Bachelor of Science - Criminal Justice
Valdosta State University
Criminal Justice
Georgia Military College
- Certificate of Achievement FEMA Independent Study Performance Management Program-September 2012
- Certificate of Achievement FEMA Independent Study Diversity Awareness-October 2012
- Certificate of Achievement FEMA Independent Study Command Center-October 2012
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