Tawanza Leonard
Jackson,MS
Summary
Detail-oriented and compassionate professional with extensive experience in customer service, call center operations, and customer support. Demonstrated expertise in resolving complex issues while delivering high-quality support in fast-paced environments. Proficient in utilizing CRM platforms such as Zendesk, consistently meeting performance metrics and effectively managing both digital and phone-based communications. Committed to fostering a people-first service culture and dedicated to making a positive impact within organizations that prioritize customer satisfaction.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
PNC Bank, NA
Jackson, MS
07.2025 - Current
- Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
- Streamlined customer support operations by investigating and resolving product and service inquiries across various communication channels.
- Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.
- Maintains high levels of customer satisfaction consistent with PNC's core values while servicing over 50 customers per day. Demonstrates commitment to quality through customer and service partner interactions.
- Documents customer interactions and completes service requests to minimize customer effort or additional action.
Patient Access Specialist / Enrollment Specialist
Working Solutions
10.2024 - Current
- Provide inbound and outbound support to assist patients with accessing medication coverage during the annual enrollment period.
- Reviewed and processed enrollment applications, verifying pre-screening and qualification criteria over the phone.
- Communicated approvals, denials, and next steps to patients and healthcare providers with clarity and empathy.
- Helped patients and providers complete applications, resolve missing info, and navigate DocuSign.
- Responded to inquiries about application status, prescription refills, and shipping updates.
- Documented and escalated reports of adverse drug events and product quality complaints per compliance standards.
- Supported federal employees, retirees, and families with FEDVIP health, dental, and vision benefit enrollment.
- Guided beneficiaries on eligibility, coverage options, and premium costs.
- Troubleshoot enrollment issues, system errors, and discrepancies, while ensuring HIPAA compliance.
- Processed plan changes and cancellations within deadlines and educated users on using their benefits.
Inbound Contact Representative
Humana
Louisville, KY
09.2022 - 07.2024
- Handled 40–50 inbound calls daily, assisting members with prescription refills, benefits, billing, and order status.
- Navigated multiple systems to document interactions, access member info, and ensure data accuracy.
- Explained pharmacy and medical benefits clearly, delivering empathetic and timely service.
- Maintained quality and compliance standards while resolving customer issues efficiently.
Customer Service Representative
Concentrix
Newark, CA
09.2019 - 08.2021
- Ensured consistent adherence to quality and regulatory standards while delivering efficient customer solutions.
- Handled high-volume incoming and outgoing calls in a fast-paced, remote support setting.
- Authenticated user identities, processed account changes, and recorded detailed case notes.
- Delivered expert-level phone assistance for App Store billing, app downloads, Apple ID/iCloud access, and setup/troubleshooting for iOS devices including iPhone, iPad, Apple Watch, and Apple TV.
- Guided users through technical solutions step-by-step with clarity and empathy.
- Addressed account and billing concerns discreetly and professionally, ensuring data privacy.
- Maintained detailed and accurate case records using Apple’s proprietary systems.
- Transferred complex or unresolved issues to appropriate escalation channels for resolution.
- Remained current on Apple product releases, iOS/watchOS updates, and support workflows.
- Collaborated with training teams to support onboarding and development of 300+ new employees.
- Delivered live peer-to-peer chat assistance to support team productivity and accuracy.
Customer Service Representative (Chat)
Nexrep
Portland, ME
03.2018 - 04.2019
- Assisted customers via chat and phone with orders, account issues, and support inquiries.
- Used Zendesk to manage tickets, escalate issues, and track resolutions.
- Maintained knowledge of promotions and ensured timely resolution of customer needs.
- Responded to customer inquiries through live chat in a timely and accurate manner.
- Resolved customer issues related to late or missing orders, refunds or adjustments, payment or billing issues, app or website navigation, account access or login problems.
- Escalated complex issues to appropriate internal teams when necessary.
- Documented customer interactions clearly and accurately in the system.
- Maintained a high level of professionalism, empathy, and a customer-first attitude.
- Stayed informed on company policies, promotions, and service changes.
Aviation Ordnanceman
United States Navy
Virginia Beach, VA
09.2007 - 02.2016
- Provided expert support troubleshooting complex technical systems and resolving issues quickly and efficiently.
- Managed detailed records and documentation of equipment status, maintenance, and operational procedures, ensuring compliance and smooth workflows.
- Utilized specialized software tools to track, document, and report operational activities and maintenance actions, demonstrating strong attention to detail and data accuracy.
- Collaborated cross-functionally with multiple teams to prioritize tasks and ensure readiness and efficiency.
- Led training and mentoring initiatives for junior personnel, delivering clear guidance on technical procedures, safety standards, and best practices to improve team performance.
- Skilled in balancing hands-on technical responsibilities with administrative and documentation duties, ensuring comprehensive support and operational excellence.
Education
High School Diploma -
Troup County High School
Lagrange, Georgia05-2007
Skills
- Managing Multiple Priorities
- Troubleshooting web/app navigation & account Issues
- Excellent interpersonal and communication skills
- Empathetic, adaptable, and goal-oriented
- Remote work & digital communication
- Peer support
- Results-Oriented
- CRM tools (Zendesk, Salesforce, and proprietary systems)
- Decision making
- Strong multitasking, Time management, and Active listening skills
- Live chat, email, Microsoft Teams and Zoom Communication
Timeline
Customer Service Representative
PNC Bank, NA
07.2025 - Current
Patient Access Specialist / Enrollment Specialist
Working Solutions
10.2024 - Current
Inbound Contact Representative
Humana
09.2022 - 07.2024
Customer Service Representative
Concentrix
09.2019 - 08.2021
Customer Service Representative (Chat)
Nexrep
03.2018 - 04.2019
Aviation Ordnanceman
United States Navy
09.2007 - 02.2016
High School Diploma -
Troup County High School