Lillian Leverette

• Participated in various learning and educational opportunities to update and maintain job knowledge, including McIntosh and Crucial Conversations.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Aided interviewing team members

• Participated in ongoing training and compliance activities.
• Exercised versatility in fast-paced, agile work environments.
• Identified needs of customers promptly and efficiently.
• Escalated customer concerns, issues and requirements to supervisors or DAT for immediate rectification.

• Exercised versatility in fast-paced, agile work environments.
• Participated in ongoing training and compliance activities.
• Identified needs of customers promptly and efficiently.

• Evaluated benefits for each caller to determine service needs and address concerns.
• Upheld strict quality control policies and procedures during customer interactions.
• Consulted with customers to determine best methods to resolve service and billing issues.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Exceeded company productivity standards on consistent basis.

Provided quality communication services to the public as well as providing accurate and timely dispatch support to police officers

• Assisted departments with special requests such as BOLOs.
• Used radio, telephone and computer system to update first responders with new information.
• Handled emergency phone calls calmly and obtained pertinent information with composed approach.
• Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.

Resolved customer concerns, suggested itineraries for travel, advise customers of travel guidelines, schedule reservations for travel, top sales each year

• Performed all duties with personable communication and professionalism, including bus operation and passenger interaction.

• Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.