Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zaina Leonard

Crown Point,Indiana

Summary

Knowledgeable and dedicated customer service professional with extensive experience in various types of industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. 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

11
11
years of professional experience

Work History

Assistant Team Leader

H&r Block
10.2021 - 02.2022
  • Enhanced team performance by implementing efficient work processes and providing constructive feedback.
  • Collaborated with team members to achieve project goals within tight deadlines, ensuring timely completion.
  • Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
  • Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
  • Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.

Supervisor

Teleperformance
06.2019 - 06.2021
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
  • Interviewed, hired and trained new employees for production positions.
  • Handled and reached out to unsatisfied customers to resolve complaints and offer solutions.
  • Managed teams of up to 25 people and improved employee performance and educate on products
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.

Opener/Closer/Shift Leader

Dunkin Donuts & Baskin Robbins
08.2014 - 06.2019
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Directed training and retraining of employees to boost performance and enhance business results.

General Motors Escalation Team

Teleperformance
05.2025 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Education

High School Diploma -

Crown Point High School
Crown Point, IN
06.2016

Skills

  • Performance Monitoring
  • Problem solving
  • Active listening
  • Conflict resolution
  • Customer service
  • Coaching and Mentoring
  • Attention to Detail
  • Call Center Operations

Timeline

General Motors Escalation Team

Teleperformance
05.2025 - Current

Assistant Team Leader

H&r Block
10.2021 - 02.2022

Supervisor

Teleperformance
06.2019 - 06.2021

Opener/Closer/Shift Leader

Dunkin Donuts & Baskin Robbins
08.2014 - 06.2019

High School Diploma -

Crown Point High School

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