Lezlie Petit
Lewisburg,TN
Summary
Seasoned and motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. With deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
21
21
years of professional experience
Work History
Manager, Customer Service
Carrier Corporation
Lewisburg, TN
03.2019 - Current
- Resolved escalated complaints from customers in a timely manner.
- Identified areas where operational efficiencies could be improved upon.
- Created survey forms to measure customer satisfaction levels with services provided.
- Performed daily audits of customer accounts for order accuracy and completeness.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Managed day-to-day operations of the Customer Service department.
- Interfaced with vendors regarding product availability or delivery issues.
- Generated monthly reports on key metrics such as average response time, resolution rate.
- Monitored customer feedback and implemented changes based on those insights.
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Maintained accurate records of customer interactions for future reference.
- Participated in weekly meetings with senior management for status updates.
- Developed strategies to increase customer loyalty and retention rates.
- Developed training materials for new employees related to customer service protocols.
- Analyzed customer data to identify trends and opportunities for improvement.
- Reviewed billing discrepancies with customers to resolve any payment issues.
- Assisted in the development of new processes to improve customer service efficiency.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Established relationships with key stakeholders within the organization.
- Coordinated with other departments to ensure customer satisfaction.
- Provided customer service and assistance to customers in resolving issues and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted customers with making payments or establishing payment of disputed items to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
- Monitored phone calls to provide feedback and coaching.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Onboarding of new Sales team members and new customer accounts
- Explained benefits, features, and recommendations to maximize client retention.
- Conducted research and reviewed findings to solve customer issues.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Led team engagement to assist cross-functional departments and achieve goals.
- Conducted training and offered staff development opportunities to decrease process lags.
- Organized client contracts, records, and reports to strengthen traceability.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Reviewed accounts for payments received or approved credit arrangements.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Analyzed business performance data and forecasted business results for upper management.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Created and managed budgets for travel, training, and team-building activities.
- Delegated work to staff, setting priorities and goals.
- Proposed or approved modifications to project plans.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Supervisor, National Accounts
Carrier Corporation
Lewisburg, TN, TN
06.2017 - 01.2019
- Identified and supported all functions within other divisions while assisting in the implementation of a new division at different company locations on a weekly basis.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Directed and supervised small team in daily operations.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Created new strategies for improving customer service standards within the organization.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Collaborated with other departments to coordinate workflow processes between teams.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Complied with company policies, objectives and communication goals.
- Implemented new operational procedures, increasing efficiency.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Negotiated with vendors and suppliers to secure advantageous terms and pricing.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Trained new employees on company policies, job duties, and performance expectations.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Responded to customer questions regarding products, prices and availability.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Managed team of XX employees, ensuring high productivity and quality standards were met.
- Implemented quality control measures, significantly reducing error rates.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Streamlined workflow processes, reducing project completion times.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Monitored operations and reviewed records and metrics to understand company performance.
- Maintained positive working relationship with fellow staff and management.
- Determined consumer needs to provide products and services appealing to larger market.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Assessed company operations for compliance with safety standards.
- Implemented strategies to take advantage of new opportunities.
- Audited company's legal documents to verify compliant policies and procedures.
- Analyzed key performance indicators to identify effective strategies.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Organized client meetings to provide project updates.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Worked closely with human resources to support employee management and organizational planning.
- Set specific goals for projects to measure progress and evaluate end results.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Account Manager
Carrier Corporation
Lewisburg, Tennessee
01.2004 - 06.2017
- Managed the end-to-end process of exporting goods by coordinating with freight forwarders and preparing accurate export documentation.
- Maintained detailed records of all account activity including sales orders, invoices, payments.
- Created customized reports for clients outlining performance metrics such as ROI and sales volume growth.
- Gathered feedback from clients regarding product quality and overall satisfaction levels.
- Identified opportunities for cross-selling products and services to existing customers.
- Identified areas for improvement within existing processes by analyzing operational data.
- Proactively identified areas of improvement within assigned accounts' operations.
- Conducted regular meetings with clients to review performance metrics, progress, and future goals.
- Collaborated with internal departments such as marketing, operations, finance. to ensure successful execution of projects.
- Developed and implemented strategic plans for assigned accounts to increase customer satisfaction.
- Conducted market research to identify new business opportunities and trends in the industry.
- Coordinated closely with colleagues across multiple departments when launching new products or services into an existing account base.
- Attended industry conferences and events as a representative of the company.
- Managed key account relationships, ensuring customer loyalty and retention.
- Implemented process improvements that increased efficiency across multiple departments.
- Resolved client issues in a timely manner while maintaining excellent customer service standards.
- Participated in weekly team meetings with other senior account managers to discuss best practices.
- Utilized job-related software to input customer order details into system, accept payments and update accounts.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Worked closely with executive team to outline company goals and transfer goals to account holders.
- Established, documented, and implemented account management processes and procedures.
- Verified and updated account information to keep details current.
- Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
- Cultivated deep knowledge of customer businesses and relationship to company objectives.
- Gave extensive support to key accounts in sales, technical and business areas.
- Cross-sold additional products and services to increase profitability within accounts.
- Oversaw and supported account management team to improve productivity.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships to boost sales opportunities.
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- De-escalated customer interactions by providing alternative solutions to issues.
- Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
- Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
- Established strong relationships with decision-makers and influencers within client organizations.
- Addressed customer questions and concerns regarding products and services.
- Participated in trade shows, conferences, and networking events to represent the company and attract new business.
- Resolved client issues and complaints in a timely and effective manner, ensuring client satisfaction.
- Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
- Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
- Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
- Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
- Onboarded new team members to integrate into organization.
- Greeted and assisted customers to foster positive experiences.
- Listened to customer needs to identify and recommend best products and services.
- Replenished and arranged items to maintain appearance.
- Identified customer needs by asking questions and advising on best solutions.
Education
Associate of Science - Bachelors of Organizational Leadership
Indiana Wesleyan University
Marion, IN11-2025
Skills
- Schedule Coordination
- Information Security
- Workflow Management
- Call Center Operations
- Audit Support
- Call Monitoring
- Handling Escalations
- Report Preparation
- Service Delivery Optimization
- One Call Resolution
- Sales Promotion
- Technical Support
- Project Management
- Regulatory Compliance
- Complaint resolution
- Quality Assurance
- Talent Development
- Training and mentoring
- Account Management
- Coordinating Service Initiatives
- Superior computer skills
- Cross-Functional Collaboration
- Purchasing and procurement
- Performance Evaluations
- Conflict Management
- Continuous Improvement
- Loss Prevention
- Issue Resolution
- Research ability
- Training and coaching
- MS Office
- Skilled multi-tasker
- Customer Relationship Management (CRM)
- QA
- Industry Trends
- Employee Scheduling
- Deadline-oriented
- Turnover Minimization
- Customer-focused
- Problem-Solving
- Workforce Management
- Research and due diligence
- Administrative Support
- Customer Retention
- Meticulous attention to detail
- Training programs
- Positive and Constructive Feedback
- Time Management
- Personnel training and development
- Microsoft proficiency or SAP software proficiency
- Product Knowledge
- Staff Management
- Schedule Management
- Customer Relations
- Customer Service
- CRM Software
- Account Updates
- Account Authorizations
- Policy Enforcement
- Excellent time management skills
- Relationship Building
- Work Prioritization
- Staff Training
- Client relations and retention
- Conflict resolution techniques
- Management of remote employees
- Focused on customer satisfaction
- Proficient in Microsoft, Work for Management, Five9, SAP, BI, and others
- Talent Allocation
- Persuasive
- Decision-Making
Affiliations
- Community involvement
- Volunteering for youth engagements
- Board of directors
- Treasury for campaigning
- Professional motivational engagements for local high school students
Accomplishments
- People manager program
- multiple employee recognitions for dedication and service
- 25 year employee
- Member of board of alderman
Timeline
Manager, Customer Service
Carrier Corporation
03.2019 - Current
Supervisor, National Accounts
Carrier Corporation
06.2017 - 01.2019
Account Manager
Carrier Corporation
01.2004 - 06.2017
Associate of Science - Bachelors of Organizational Leadership
Indiana Wesleyan University
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