Rayshawn Leonard
Miami,Florida
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Patient Experience Advocate
Baptist Health Of South Florida
10.2022 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Investigated customer complaints and escalated issues to address critical requests.
- Facilitated language translation, sign language translation services, and ADA equipment for patients and guests.
- Proactively rounded and assessed patients and families to identify potential issues.
- Identified and determined internal resources required to facilitate a successful remediation of patient and guest complaints with the Performance Improvement and Risk Management teams.
Environmental Coordinator/Clerk
Baptist Health South Florida
10.2020 - 10.2022
- Monitor bed tracking (Cerner) to facilitate patient bed turnover in a timely manner.
- Monitor employee breaks, and log in and out to maintain a productivity level to meet and exceed department standards.
- Provide clerical support to the department which includes: answering phones, greeting vendors, typing, filing, and scanning (Daily Work Assignments, Work orders, and forms as needed).
- Document all calls, complaints, and requests for in-service assignments in a call log/online spreadsheet.
- Coordinate daily furniture moves to accommodate patient or staff needs.
- Assist the Manager, Supervisors, and Director with any of their daily tasks.
- Conduct follow-up discussions with departments to ensure satisfactory service.
- Conduct Inventory of supplies for the department and ensure the department is fully stocked on supplies daily
- Work closely with management to inform them of any issues that are directly related to daily operations.
- Conduct new hire orientation.
Customer Service Agent
WIPRO LLC
03.2018 - 03.2019
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Provided answers to clients by identifying problems, researching answers, guiding clients through corrective steps, and providing technical support as needed.
- Accommodated client disabilities by recommending devices and techniques and assisted clients with training.
- Avoided legal challenges by monitoring compliance with service agreements.
- Improved system performance by identifying problems and recommending changes.
- Monitored calls and provided feedback during coaching sessions.
- Held regularly scheduled staff meetings to provide a forum for open communication and problem resolution to ensure daily goals were met.
Administrative Assistant
Baptist Health Of South Florida
11.2016 - 12.2017
- Performed administrative tasks such as: answering phones, drafting reports, creating and storing files, and working closely with the assistant manager on a variety of tasks
- Worked with KCI Express to ensure patients had wound care supplies
- Stocked and supplied crash carts for the entire hospital
- Worked with Omnicell and Supply Chain to ensure doctors, nurses and clinical partners had all supplies needed to ensure great care of our patients
- Sterilized various equipment for the hospital.
Marketing Supervisor
Casino Miami Jai-Alai
03.2013 - 09.2016
- Set up and executed daily promotional events.
- Counted and organized inventory for the Marketing Department.
- Assisted with payroll using Paycom.
- Supervised other representatives.
- Composed and drafted daily reports for Managers and Directors.
- Resolved conflicts and proposed resolutions with our guests and employers.
- Applied knowledge of Microsoft Office to complete daily tasks such as data entry.
- Provided customer service to a variety of ages and backgrounds.
- Assisted guests with inbound and outbound calls with excellent service.
Education
Bachelor of Arts - Human Resources
Florida International University
Miami, FL04.2024
Associate of Arts - Exercise Science
Miami Dade College
Miami, FL04.2016
Skills
- Ability to Be Flexible
- Customer Service Standards
- Daily Progress Reports
- Work Assignments
- Advanced MS Office Suite Knowledge
- Typing Proficiency
- Data Evaluation
Affiliations
BLS
Timeline
Patient Experience Advocate
Baptist Health Of South Florida
10.2022 - Current
Environmental Coordinator/Clerk
Baptist Health South Florida
10.2020 - 10.2022
Customer Service Agent
WIPRO LLC
03.2018 - 03.2019
Administrative Assistant
Baptist Health Of South Florida
11.2016 - 12.2017
Marketing Supervisor
Casino Miami Jai-Alai
03.2013 - 09.2016
Bachelor of Arts - Human Resources
Florida International University
Associate of Arts - Exercise Science
Miami Dade College
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