Summary
Overview
Work History
Education
Skills
Timeline
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Leslie Adkins

Topanga,CA

Summary

Driven, Analytical, and Results-Focused Customer Success Professional with in-depth experience in translating insights into progressive strategies, contributing to the success of various operations within competitive environments. Exceptional communication skills, and goal-driven work ethic excelling in increasing sales and improving the customer experience.

Overview

12
12
years of professional experience

Work History

E-commerce Support Specialist

Savannah King Jewelry
11.2021 - Current
  • Content, product & inventory management for a fine jewelry designer brand with an inventory of over $10,000 at any given time.
  • Spearheads photography and content creation, propelling a 200+ increase in social media followers within the inaugural month.
  • Optimize E-commerce order processes, managing client interactions, enhancing operations and customer satisfaction.
  • Facilitate seamless supplier communication, ensuring timely completion of orders and fostering efficient supply chain operations

User Experience Specialist

YogaGlo.com
11.2014 - 03.2020
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
  • Customized class regimens for members to assist them in reaching their optimal wellness goals and commitment to their practice
  • Followed-through on all critical inter-departmental escalations with the engineering team to increase customer retention rates
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Created and maintained a detailed database to organize user research to assist and inform the intuitive design of new features
  • Utilized User Research to spearhead a diversity committee and inform inclusive design decisions and social media campaigns. As a result, the company is committing to the next three yoga instructors to be of
    a diverse background
  • Contributed to raising the average CSAT rating from 95% to 98% by developing customized responses to member inquiries
  • Developed a UX case study for developing a beginner center to assist new customers in finding the right classes. Performed a variety of research and usability testing to inform design for case study
  • Developed a collaborative communication style for the Customer Experience team and Content team to effectively share information in order to inform decisions for new content based on user feedback
  • Led a collaborative discussion across teams to strategically address communication of pricing changes, class content changes, and the decision-making process for changes that would impact members
  • Improved service quality and increased sales by developing strong knowledge of company's products and services
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions
  • Mentored junior team members and managed employee relationships
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement

Wellness Nurse, LVN

Sunrise Senior Living
05.2012 - 06.2014
  • Administered medications as directed by healthcare providers and documented this information on patient charts
  • Created individualized care plans for each patient based upon their health needs
  • Provided individual health coaching to help clients optimize personal choices
  • Monitored, tracked, and reported on individual progress with wellness plans
  • Served as liaison between families and other healthcare providers on behalf of residents
  • Evaluated patient care needs, prioritized treatment, and maintained patient flow
  • Accurately recorded and reported test results according to established procedures
  • Discussed methods to help relieve stress and anxiety without medication such as yoga and meditation
  • Delivered high level of services and care to over 100 patients in assisted living center

Education

Certificate - UX Design

General Assembly
Los Angeles, CA
03.2019

Bachelor of Arts - Art & Design

Columbia College Chicago
Chicago, IL
05.2013

Certificate - Yoga Instruction

Absolute Yoga Academy
Koh Samui, Thailand
2013

Associate of Science - Nursing

Parkland College
Champaign, IL
12.2006

Skills

  • Client Education Market
  • Research & Analysis
  • KPI Operations
  • Value Building
  • UX/UI Skills
  • Project & Operations Management
  • Quality Assurance & Control
  • Account management
  • Technical support
  • Figma
  • Sketch
  • Zendesk
  • Iterable
  • Stripe
  • Familiar with NPS and KPIs
  • MS Office proficiency
  • User research analysis
  • User interface understanding
  • Upselling Products and Services
  • Product knowledge
  • Proficient in Sketch
  • Team building
  • Multi-tasking
  • Detail Oriented

Timeline

E-commerce Support Specialist

Savannah King Jewelry
11.2021 - Current

User Experience Specialist

YogaGlo.com
11.2014 - 03.2020

Wellness Nurse, LVN

Sunrise Senior Living
05.2012 - 06.2014

Certificate - UX Design

General Assembly

Bachelor of Arts - Art & Design

Columbia College Chicago

Certificate - Yoga Instruction

Absolute Yoga Academy

Associate of Science - Nursing

Parkland College

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Leslie Adkins