Adeca Leak
Cornelius
Summary
Results-oriented and resourceful customer experience professional with 10+ years of experience supporting high-volume operations across phone, chat, and email channels. Known for excellent communication, problem-solving, and process efficiency. Currently supporting customers at Lemonade, I am eager to transition into a more strategic role that involves managing vendor relationships, driving operational improvements, and leveraging data insights. Equipped with strong interpersonal and analytical skills, and recently completed an MBA to deepen my business acumen.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Lemonade Inc.
01.2022 - Current
- Support 80+ customer interactions daily across chat, phone, email, and SMS with 95% satisfaction.
- Collaborate with internal teams and vendor escalations to ensure accurate, timely resolution of claims and support issues.
- Conduct CRM data entry and case tracking that supports reporting and performance trend analysis for management.
- Contributed to a 30% reduction in escalation volume through improved efficiency and internal collaboration.
- Maintain vendor-facing documentation and customer interaction quality to ensure consistency in outsourced team performance.
Customer Service Representative
Arise Virtual Solutions Inc.
01.2019 - 01.2021
- Acted as liaison between internal teams and external vendors on technical support issues.
- Provided insights to management on recurring vendor-related customer pain points.
Children's Targeted Case Manager
Life Changes Human Services
01.2016 - 01.2018
- Coordinated services with external vendors, community resources, and state organizations.
- Maintained accurate and timely documentation for over 50+ client records daily.
Education
Master of Business Administration -
Southern New Hampshire University
Manchester, NH05.2024
Bachelor of Arts - Criminal Justice
University of North Carolina at Charlotte
Charlotte, NC05.2016
Bachelor of Science - Psychology
University of North Carolina at Charlotte
Charlotte, NC05.2016
High School Diploma -
Hopewell High School
Huntersville, NC06-2010
Skills
- Vendor Relationship Support
- Cross-functional Coordination
- SLA Monitoring & Quality Review
- CRM & Case Management Systems
- Conflict Resolution
- Data Analysis & Reporting
- Project Support & Internal Workflows
- Strategic Communication & Team Collaboration
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Timeline
Customer Service Representative
Lemonade Inc.
01.2022 - Current
Customer Service Representative
Arise Virtual Solutions Inc.
01.2019 - 01.2021
Children's Targeted Case Manager
Life Changes Human Services
01.2016 - 01.2018
Bachelor of Arts - Criminal Justice
University of North Carolina at Charlotte
Bachelor of Science - Psychology
University of North Carolina at Charlotte
Master of Business Administration -
Southern New Hampshire University
High School Diploma -
Hopewell High School
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