Leslie Hill
Lancaster,CA
Summary
Accomplished Business Owner/Operator and former Bank of America Quality Analyst, adept in small business operations and customer relations. Leveraged sales tactics and quality assurance to enhance customer satisfaction and drive profitability. Excelled in personnel management, fostering a culture of continuous improvement and collaboration. Achieved significant customer loyalty through innovative marketing and personalized service.
Overview
25
25
years of professional experience
Work History
Business Owner/Operator
Pampered Lux Nails
02.2017 - Current
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.
- Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.
- Consulted with customers to assess needs and propose optimal solutions.
- Performed statistical analyses to gather data for operational and forecast team needs.
Professional Development
08.2016 - 02.2017
Started new career and started school after layoffs at Bank of America
Call Center Quality Analyst
Bank Of America
09.1999 - 08.2016
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Established a culture of continuous improvement by fostering open communication channels and encouraging feedback on data analysis methodologies.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
Customer Service Manager
Bank Of America
09.1999 - 08.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
Education
High School Diploma -
John Muir High School
Pasadena, CA06.1986
Skills
- Small business operations
- Sales tactics
- Personnel Management
- Financial Reporting
- Customer Relations
- Quality Assurance
- Business marketing
Timeline
Business Owner/Operator
Pampered Lux Nails
02.2017 - Current
Professional Development
08.2016 - 02.2017
Call Center Quality Analyst
Bank Of America
09.1999 - 08.2016
Customer Service Manager
Bank Of America
09.1999 - 08.2016
High School Diploma -
John Muir High School
Similar Profiles
Julie CampbellJulie Campbell
Certified Nail Technician/Supervisor at Pretty And Pampered NailsCertified Nail Technician/Supervisor at Pretty And Pampered Nails
Dao Tram Anh HuynhDao Tram Anh Huynh
Nail Technician at Lux Nails CreationNail Technician at Lux Nails Creation
Aaron NguyenAaron Nguyen
Cashier Assistant at LUX Nails and SpaCashier Assistant at LUX Nails and Spa