LEVONSHE McCracken
Kansas City,MO
Summary
Data-driven Business Operations professional with 10+ years of experience in financial services, logistics, and client account management. Skilled in analyzing performance metrics, optimizing workflows, and leveraging advanced Excel to drive operational efficiency and business decisions. Proven ability to identify trends, improve processes, and support cross-functional teams with actionable insights.
Overview
13
13
years of professional experience
Work History
ACCOUNT MANAGER
Synchrony
Draper UT
07.2022 - Current
- Act as the first point of contact for high-volume inbound customer inquiries, delivering timely, accurate, and empathetic support.
- Resolve a wide range of non-technical customer requests, including account maintenance, billing questions, and product guidance.
- Document customer interactions, categorize issues, and identify recurring trends to improve processes and service efficiency.
- Collaborate with internal teams to escalate complex or specialized issues, ensuring prompt resolution.
- Maintain strong knowledge of financial products and internal systems to provide clear, effective guidance to customers.
- Utilize Excel to track customer data, analyze account activity, and support reporting on performance trends.
- Consistently achieve high customer satisfaction scores through quality assurance metrics and call evaluations.
- Manage multiple customer interactions simultaneously in a fast-paced, high-volume environment while maintaining accuracy.
- Contribute to internal knowledge sharing by documenting common issues and supporting process improvements.
Truck Driver/Owner
Amazon
Lenexa, KS
06.2018 - 07.2022
- Managed daily logistics operations, ensuring timely and accurate delivery of packages in a high-volume environment.
- Coordinated with drivers to optimize routes, improving efficiency and reducing fuel and time costs.
- Monitored delivery issues in real time and resolved operational challenges to maintain service standards.
- Trained new drivers on processes and safety protocols, improving team productivity and performance.
- Operated delivery trucks efficiently to ensure timely package distribution.
- Conducted pre-trip inspections to maintain vehicle safety and compliance standards.
- Communicated with dispatch regarding delays or route changes to enhance service reliability.
- Managed inventory tracking for delivered packages, ensuring accurate documentation and reporting.
- Trained new drivers on operational procedures and safety regulations to improve team performance.
- Implemented best practices for fuel efficiency during long-haul transportation assignments.
Sales Consultant
Stateline Chrysler Jeep Dodge Ram
Kansas City, MO
03.2016 - 06.2018
- Engaged with customers to understand needs and recommend appropriate vehicle solutions.
- Consistently met or exceeded sales targets, contributing to overall revenue growth.
- Managed multiple customer interactions simultaneously while maintaining a high-quality experience.
- Built long-term client relationships through strong communication and customer service, driving repeat business.
- Engaged customers to identify needs and recommend suitable vehicle options.
- Demonstrated product knowledge to enhance customer understanding and satisfaction.
- Assisted in processing paperwork for vehicle sales and financing agreements.
- Built rapport with clients to foster long-term relationships and repeat business.
- Provided post-sale support, addressing customer inquiries and concerns effectively.
- Maintained up-to-date knowledge of inventory and promotions to inform customers accurately.
CNA
Kansas Neurological Institute
Topeka, KS
02.2013 - 03.2016
- Provided direct care and support to patients, ensuring safety, comfort, and well-being.
- Maintained accurate documentation of patient information, care plans, and daily activities.
- Assisted with medication administration and monitored patient responses under strict guidelines.
- Collaborated with healthcare teams to deliver individualized care and support plans.
- Assisted patients with daily living activities, ensuring comfort and dignity.
- Monitored vital signs, reporting changes to nursing staff promptly.
- Supported rehabilitation exercises under supervision, promoting patient mobility and independence.
- Documented patient progress in electronic health records accurately and consistently.
- Trained new staff on best practices in patient care and safety protocols efficiently.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Education
High School Diploma -
Florence High School
Florence ALSkills
- Data Analysis & Reporting (Advanced Excel)
- Process Improvement & Workflow Optimization
- KPI Tracking & Performance Metrics
- Cross-Functional Collaboration
- Customer Data Analysis
- Problem Solving & Root Cause Analysis
- Documentation & Process Mapping
Timeline
ACCOUNT MANAGER
Synchrony
07.2022 - Current
Truck Driver/Owner
Amazon
06.2018 - 07.2022
Sales Consultant
Stateline Chrysler Jeep Dodge Ram
03.2016 - 06.2018
CNA
Kansas Neurological Institute
02.2013 - 03.2016
High School Diploma -
Florence High School