Summary
Overview
Work History
Education
Skills
Timeline
Generic

Teasha Leaphart

Charlotte,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the technology and financial services industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships and cultivating partnerships.

Overview

23
23
years of professional experience

Work History

Dispatcher Office Assistant

Peak Limousine
06.2024 - Current
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Directed dispatching, routing, and tracking of fleet vehicles.
  • Maintained accurate records of dispatched calls, ensuring thorough documentation for future reference.
  • Monitored real-time GPS tracking of units in the field to optimize routing efficiency during emergency callouts.
  • Schedule and dispatch luxury transportation services for weddings, corporate events, airport transfers, and special occasions.
  • Respond to high volumes of phone, email, and online booking inquiries with professionalism and attention to detail.
  • Use dispatch and reservation software to assign drivers, confirm availability, and maintain accurate ride schedules.
  • Monitor traffic and route conditions using GPS and mapping tools to adjust routes in real-time for efficiency.
  • Serve as the key liaison between clients and drivers, ensuring timely updates and a seamless luxury experience.
  • Maintain detailed logs of reservations, changes, and communications to support internal coordination and billing.
  • Handle cancellations, reschedules, and last-minute requests calmly and efficiently in a high-pressure environment.
  • Demonstrate strong multitasking, communication, and time-management skills in a fast-paced, service-driven setting.

Senior Customer Service Assistant

Verizon
02.2003 - 08.2023
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Watched flagged customer accounts to research and rapidly resolved ongoing issues, client conflicts, and deploy newfound solutions for outstanding concerns while maintaining key accounts.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

National Accessibility Customer Service Rep

Verizon
02.2003 - 08.2023
  • Provided excellent customer care to disability customers in a call center environment by responding to requests, assisting with product selection, and handling ordering functions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Customer Service Representative

Verizon
02.2003 - 08.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Financial Services Specialist

Verizon
02.2003 - 08.2023
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
  • Maintained updated records of all financial transactions to support traceability.
  • Developed and implemented risk management strategies to minimize financial losses.
  • Negotiated agreements with clients and suppliers to cultivate favorable terms.

Relay Operator

Sprint
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations, particularly in mediating between hearing-impaired individuals and hearing customers.
  • Worked well in team setting, providing support and guidance.
  • Strengthened communication skills through regular interactions with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Bachelor of Arts - Communications

Johnson C. Smith University
Charlotte
06.1991

Skills

  • Key stakeholder relationship building
  • Delegation and supervision
  • Documentation review
  • Training and coaching
  • Call control
  • Technical Support
  • Typing Proficiency
  • Customer Relations
  • Collection Management
  • Order Fulfillment and Processing
  • Customer Service Expertise
  • Problem-Solving Ability
  • Customer Complaint Handling Experience

Timeline

Dispatcher Office Assistant

Peak Limousine
06.2024 - Current

Senior Customer Service Assistant

Verizon
02.2003 - 08.2023

National Accessibility Customer Service Rep

Verizon
02.2003 - 08.2023

Customer Service Representative

Verizon
02.2003 - 08.2023

Financial Services Specialist

Verizon
02.2003 - 08.2023

Relay Operator

Sprint

Bachelor of Arts - Communications

Johnson C. Smith University

Similar Profiles

CREATE PROFILE