Yasemenda Leason
Gurnee,IL
Summary
Customer service professional prepared to lead teams with focus on achieving high customer satisfaction and operational efficiency. Brings valuable experience in resolving customer issues and improving service quality. Known for strong team collaboration and adaptability to changing needs, ensuring consistent performance. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses,
Overview
30
30
years of professional experience
Work History
Customer Service Lead
Remke/NSI Industries
10.2021 - Current
- Led customer support team to enhance service delivery and resolve complex inquiries.
- Streamlined communication processes between departments to boost efficiency.
- Analyzed service metrics to identify trends and optimize operational strategies.
- Coordinated cross-functional teams for effective problem resolution and project execution.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
Customer Service Supervisor
Kauffman Engineering
06.2018 - 10.2021
- Handle day-to-day customer contact via phones, and emails.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Coach personnel on how to handle customer conflict.ct
- Generated sales and purchasing reports.
- Oversaw daily operations of customer service team, ensuring efficient workflow and optimal support for clients.
- Trained employees on the company’s MRP system and procedures.
Inside Sales Associate
KingWire
02.2005 - 11.2017
- Managed and recorded all leads from outbound telephone marketing.
- Increased sales of key account from $100,000 to $1 million exceeding sales goals.
- Collected information on sales and service issues to provide effective resolutions.
- Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns.
- Maintained up-to-date knowledge of all available products.
- Answered customers' questions regarding products, prices, and availability.
- Applied mathematical skills to calculating amounts, negotiating prices, and setting up contracts.
- Assisted customers with shipping and special-order requests and arranging merchandise pick-up.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary and communicating variances to customers.
- Managed over 50 customer calls per day.
Date Entry
LTD Commodities
03.2000 - 05.2004
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Completed accurate order entry, including data verification.
- Assisted customers with product and service selections.
- Performed continuous evaluations of employees in order to enhance delivery and improve effectiveness.
- Maintained 95% accurate data by entry success.
Manufacturing Associate
Motorola
02.1996 - 01.2000
- Inspected products and machines to maintain quality and efficiency.
- Assembled parts and components using multiple welding techniques.
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Inspected finished products for quality and adherence to customer specifications.
- Worked closely with others in team-oriented settings to maintain line productivity.
- Assisted quality assurance by visually inspecting items and removing defective parts.
Education
High School Diploma -
St Martin De Porres High School
Chicago, ILSome College - undefined
University of Illinois at Chicago
Chicago, ILSkills
- Innovative problem resolution
- Strong written communication skills
- Skilled in maintaining accuracy under tight deadlines
- Positive interpersonal skills
- Insight into customer requirements
- Proficient in managing customer conflicts
- Effective multitasking
- Leadership and mentoring
- Efficient document management practices
- Inbound and Outbound Calling
- Meticulous attention to detail
- Collaborative decision-making
- Continuous process evaluation
- Experienced with Excel and Word
- Skilled in using Epicor, NetSuite, Salesforce
- Order management
- Team training and development
Timeline
Customer Service Lead
Remke/NSI Industries
10.2021 - Current
Customer Service Supervisor
Kauffman Engineering
06.2018 - 10.2021
Inside Sales Associate
KingWire
02.2005 - 11.2017
Date Entry
LTD Commodities
03.2000 - 05.2004
Manufacturing Associate
Motorola
02.1996 - 01.2000
Some College - undefined
University of Illinois at Chicago
High School Diploma -
St Martin De Porres High School