WILLIAM LEAKE
Fort Washington,MD
Summary
To secure a Customer Support/Specialist position with a dynamic team and organization. Enhancing my team, department, and organization’s ability to successfully achieve short- and long-range goals through the utilization of my key competencies, knowledge, and education, effectively and efficiently completing various customer support-focused tasks. Resourceful team player who excels at building trusting relationships with customers and colleagues Proficient in a wide range of Microsoft Office applications including Word, Excel pivots), PowerPoint, MS Teams, and more. Excellent communication skills
Overview
8
8
years of professional experience
Work History
Call Center Representative
Department of Transportation
Washington DC
03.2024 - Current
- Serves as the NHTSA Regional Operations subject expert on traffic safety countermeasures and best practices for use by States in their highway safety plans Assists in the review of highway safety plans, annual reports, and other documentation and provides recommendations to regional offices on ways in which States can strengthen the effectiveness of their traffic safety programs
- Provides input into reviews and prepares written material on traffic safety countermeasures and best practices, conducts information webinars, and identifies noteworthy and best practices for sharing across the nation.
Crew Member
AMC Theater
Oxon Hill MD
08.2023 - Current
- Clean and maintain the exterior and interior areas of the theater including auditoriums, restrooms, lobbies, concession areas, and box office areas
- Perform nightly custodial duties as necessary, including but not limited to vacuuming, mopping, seat-cleaning, sanitizing restroom fixtures, etc.
GL EXPERT
UBER DRIVER SUPPORT
UBER GREENLIGHT WASHINGTON D.C
10.2021 - 11.2022
- Provided excellent customer service, policy management and endorsements to over 50 different clients per day, for 20 different states
- Resolve high volume of customer contacts through various support modalities including inbound and outbound calls, email, chat, and tickets
- Rigorous attention to detail and accountability to multiple metrics including customer satisfaction rating of 95 %.
ONLINE TECHNICAL SUPPORT
2U INC
LANHAM, MD
07.2021 - 08.2022
- Handle level 1 cases to resolve technical issues with user's systems including network issues, proprietary systems, Zoom, audio conferencing platforms, general computer issues and other systems
- Maintain 90% ACD availability for incoming calls, chats, and emails
- Provide timely support for hardware, software and network-related issues, responding to and solving 50 weekly tickets
- Operated Zendesk ticketing system to escalate and enter customer issues during interactions
- Perform Active Directory Services administration and management to include design, cleanup and routine maintenance and configuration.
TECHNICAL SUPPORT
MedStar SITEL
Washington D.C
01.2017 - 02.2021
- Provided technical assistance for over 30,000 users developing an automated learning management system to meet present and future needs of the organization's continual education program
- Developed an automated tracking system to record operational deficiencies to provide applicable resources and escalation to resolve internal and external customer issues and queries
- Conducted daily analysis and provided Senior leadership with applicable reports on online training program operations on various devices
- Routinely resolve internal and external customer system operation issues and queries, through applicable standard operating procedures and critical thinking solutions
- Reviewed and analyzed organizational data, providing applicable information to development teams and Senior leadership for development of enterprise solutions
- Prepares and delivers written reports and oral presentations, to effectively demonstrate analysis and recommendations to internal and external stakeholders, using data, visuals, and narratives
- Resolved tickets using remedy operating system regarding server, desktop, printer, phone and office equipment issues for 150+ onsite and remote end users.
Education
Year Up
Arlington, VA06.2017
Suitland Highschool
Forestville, MD06.2009
Skills
- Resourceful team player
- Building trusting relationships
- Microsoft Office applications (Word, Excel, PowerPoint, MS Teams)
- Excellent communication skills
- Customer service
- Policy management
- Resolving customer contacts
- Attention to detail
- Technical support
- Network troubleshooting
- Hardware and software support
- Zendesk ticketing system
- Active Directory Services administration
- Automated learning management system development
- Data analysis
- Written and oral presentations
- Remedy operating system
- Server and desktop support
- Technical Support
- Call Control
- Customer Service
- Communicating with clients
- Customer communications
- Verbal and written communication
- Call Center Operations
- Technical Troubleshooting
- Professional phone voice
- Customer Support
- Cash Handling
- Providing customer support
- Quality Assurance Controls
- Documentation And Reporting
- Call control skills
- Call controlling
- Call Center Customer Service
Timeline
Call Center Representative
Department of Transportation
03.2024 - Current
Crew Member
AMC Theater
08.2023 - Current
GL EXPERT
UBER DRIVER SUPPORT
10.2021 - 11.2022
ONLINE TECHNICAL SUPPORT
2U INC
07.2021 - 08.2022
TECHNICAL SUPPORT
MedStar SITEL
01.2017 - 02.2021
Year Up
Suitland Highschool
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