Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Leora Bozorgnia

Grand Prairie

Summary

Dynamic Customer Service Lead at McLane Food Service with a proven track record in complaint resolution and team development. Enhanced customer satisfaction through effective problem-solving and streamlined processes, achieving consistent performance goals. Skilled in inventory control and interpersonal communication, fostering strong client relationships that drive repeat business.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Customer Service Lead

McLane Food Service
08.1998 - 11.2014
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Improved team efficiency by implementing new training procedures and streamlining work processes.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Established strong relationships with clients, leading to repeat business and positive feedback.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Reviewed associate performance to identify training needs.
  • Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
  • Reduced average call handling time through efficient problem diagnosis and resolution techniques.
  • Responded to customer requests for products, services, and company information.
  • Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed timely and effective replacement of damaged or missing products.
  • Organized regular team meetings to share best practices, driving continuous improvement within the department.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Customer Service Representative

International Multifoods
02.1995 - 03.1997
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Responded to customer requests for products, services, and company information.

Departmental Manager

Oil States International - Elastomeric Actuators
03.1990 - 04.1991
  • Enhanced departmental efficiency by streamlining processes and implementing innovative solutions.
  • Managed conflict resolution within the department, addressing employee concerns and fostering a positive work environment.
  • Optimized workflow processes by utilizing data analysis tools to identify areas requiring improvement.
  • Coached employees on best practices for problem-solving techniques and decision-making skills, enhancing their professional development.
  • Conducted regular performance evaluations for employees, identifying areas of improvement and providing constructive feedback.
  • Oversaw inventory management systems to ensure proper stock levels were maintained while reducing excess waste or shortages.

Engineering Secretary

Oil States Industries
07.1982 - 06.1987
  • Assisted in the preparation of engineering reports, improving the clarity and accuracy of submitted documents.
  • Maintained a high level of confidentiality when handling sensitive information pertaining to company projects or personnel.
  • Collaborated with other departments to ensure timely delivery of necessary materials for engineering projects.
  • Simplified invoice processing by accurately tracking engineering expenses and submitting them promptly for approval.
  • Proactively identified areas where support was needed within the engineering team, offering assistance before being asked.
  • Maintained an organized filing system for easy retrieval of project documentation during audits and reviews.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Performed research to collect and record industry data.
  • Improved overall department efficiency through continuous evaluation and optimization of administrative processes.

Education

Associate of Applied Science - Social And Behavioral Sciences

University of Phoenix
Tempe, AZ

Associate of Arts - Early Childhood Care And Education

Northlake Junior College
Irving, TX

Skills

  • Email etiquette
  • Payment processing
  • Cash handling
  • Business writing
  • Customer complaint resolution
  • Interdepartmental communication
  • Inventory control
  • Product location
  • Telephone etiquette
  • Administrative duties
  • Quality assurance
  • Call flow maximization
  • Order management
  • Interpersonal communications
  • Customer service excellence
  • Customer relations
  • Team training and development
  • Training material updates
  • Complaint handling
  • Administrative support
  • Critical thinking
  • Computer proficiency
  • Problem resolution
  • Data entry
  • De-escalation techniques
  • Complaint resolution
  • Professional telephone demeanor
  • Warehousing functions
  • Call management
  • Team development
  • Paperwork processing
  • Report generation
  • Account updating
  • Minute taking
  • Product knowledge
  • International sales support
  • Credit adjustments
  • Filing
  • Office equipment proficiency

Certification

  • Zinger Miller - Conflict Resolution Training -

Timeline

Customer Service Lead

McLane Food Service
08.1998 - 11.2014

Customer Service Representative

International Multifoods
02.1995 - 03.1997

Departmental Manager

Oil States International - Elastomeric Actuators
03.1990 - 04.1991

Engineering Secretary

Oil States Industries
07.1982 - 06.1987

Associate of Applied Science - Social And Behavioral Sciences

University of Phoenix

Associate of Arts - Early Childhood Care And Education

Northlake Junior College

Similar Profiles

CREATE PROFILE