Nayenka F. Leandre
Columbus,GA
Summary
Dynamic professional with over 7 years of experience in resolving complex customer inquiries and delivering exceptional service. Committed to fostering strong customer relationships, enhancing brand loyalty, and driving increased customer engagement. Proven ability to navigate challenging situations with a solutions-oriented mindset, ensuring customer satisfaction and retention. Authorized to work in the U.S. for any employer and ready to contribute expertise to a forward-thinking organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Escalations Specialist
Albert Corporation
Remote
11.2023 - Current
- Resolved escalated customer inquiries with effective problem-solving techniques.
- Collaborated with cross-functional teams to improve response times and customer satisfaction ratings.
- Analyzed trends in escalations to identify root causes and recommend process enhancements.
- Developed training materials for team members to streamline escalation handling procedures.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Mentored junior staff on best practices for escalation management and customer engagement strategies.
Escalations Agent
Nations Benefits
Plantation, FL
09.2021 - 05.2023
- Promoted to Escalations Specialist: Handles escalated issues from health plans and IT tickets, conducts outreach to members, provides live chat support, educates others, and transfers issues to higher-ranking representatives.
- Promoted to Team Lead: Helps train new employees, evaluates job knowledge and soft skills, creates plans for individual development, and ensures callbacks for customer queries.
- Promoted to Floor Support: Serves as a mentor and directs initiatives towards achieving 100% customer satisfaction while training staff on improving customer interactions.
- Started as a Member Experience Advisor: Completes inbound/outbound calls to members while adhering to guidelines such as HIPAA and Medicare regulations.
Billing Specialist/Team Lead
Convey Health Solutions
Miramar, FL
01.2020 - 07.2021
- Promoted to Quality and Training Officer.
- Created quality measurements to track improvement in products Executed quality improvement testing and activities Developed quality assurance standards and company processes Adhered to industry quality and safety standards Ensured products meet customer expectations and demand.
- Created reports documenting errors and issues to fixing Worked closely with development team to improve existing products Maintained standards for reliability and performance of production.
- Started as Billing Specialist/Team Lead.
- Updated account information such as billing options and changes of address or phone numbers responded questions pertaining to mailings sent out by company periodically Made concise and detailed notations as it pertains to member records Educated beneficiaries on how plan works, including benefits, cost sharing and levels of coverage Researched premium billing discrepancies and prescription claims processed.
Customer Service Representative/Team Lead
Incomm Payments
Atlanta, GA
02.2019 - 10.2019
- Promoted to Team Lead: Organizing work. Communicating goals. Connecting work to context. Delegating tasks. Leading by example. Allocating and supervising resources. Problem-solving. supervising project progress.
- Started as a customer service representative: responded inbound phone calls in French and English regarding InComm financial service cards. Must follow the Financial Services Customer Service Manual, provide timely and courteous responses, perform basic cardholder services, document activities, and follow escalation procedures for chargebacks, disputes, and fraud. Meet reporting requirements set by supervisor or other management and complete other tasks as designated.
Assistant Front Desk Manager
BMW Surgeons
Margate, FL
01.2018 - 01.2019
- Assisted in managing front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated staff schedules to optimize coverage during peak hours and enhance service delivery.
- Resolved guest inquiries and complaints professionally, fostering a positive guest experience.
- Monitored inventory of office supplies and amenities, maintaining adequate stock levels for efficiency.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
Customer Service Specialist
Digicel Group FWI
Port-au-Prince, Haiti
03.2016 - 03.2017
- Managed French-speaking customers over phone, used product knowledge to determine customer needs, received positive reviews for dedication to customer service, resolved inquiries and complaints in a timely and empathetic manner, educated customers about brand, processed payments accurately, worked night and weekend shifts during holidays, and answered an average of 50-70 calls per day.
Education
Bachelor of Science - Social Work
Georgia State University
Atlanta, GA09-2027
Associate of Science - Social & Human Services
Miami Dade College
Miami, FL04-2025
Diploma - Certified Medical Assistant
Florida Career College
Pembroke Pines, FL04-2022
Diploma in Administrative Assistant -
Cards International
Port au Prince, Haiti12-2016
High School Diploma -
Lycee Du Cent Cinquantenaire
Haiti07-2015
Skills
- Customer service management
- Organizational proficiency
- Staff training and development
- Assertiveness
- Active listening
- Interpersonal skills
- Analytical thinking
- Teamwork and collaboration
- Problem-solving skills
- Computer skills
Certification
- Certified Medical Assistant (AAMA)
- April 2022 to Present
LANGUAGES
French - Fluent
Haitian Creole - Fluent
English - Fluent
HONORS/AWARDS
Miami Dade College, Spring Semester 2023: Dean's List 3.5 GPA Cum Laude
Timeline
Escalations Specialist
Albert Corporation
11.2023 - Current
Escalations Agent
Nations Benefits
09.2021 - 05.2023
Billing Specialist/Team Lead
Convey Health Solutions
01.2020 - 07.2021
Customer Service Representative/Team Lead
Incomm Payments
02.2019 - 10.2019
Assistant Front Desk Manager
BMW Surgeons
01.2018 - 01.2019
Customer Service Specialist
Digicel Group FWI
03.2016 - 03.2017
Diploma - Certified Medical Assistant
Florida Career College
Bachelor of Science - Social Work
Georgia State University
Associate of Science - Social & Human Services
Miami Dade College
Diploma in Administrative Assistant -
Cards International
High School Diploma -
Lycee Du Cent Cinquantenaire