Leanna Smith
High Point,NC
Summary
Caring and skilled Customer Service representative passionate about positively impacting programs and helping participants by providing expert support. Familiar with Customer Support and relations and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach. Devoted legal support worker brings great people skills, attention to detail and organized approach to managing high workloads. Assists individuals of diverse backgrounds with basic legal needs and coordinates referrals for advanced cases. Great at managing time and advanced with word processing software, legal database research and digital recordkeeping systems. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Aetna One Advocate
Aetna
10.2022 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Maintained positive relationships with community to build and nurture dynamic partnerships.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Assisted with applications and collected required paperwork to help individuals register for supportive services.
- Made referrals to appropriate services, following up to confirm patients received access to required care.
- Reviewing claims and accepting 40-65 cases per shift
VCS Representative
Amazon
03.2020 - 02.2022
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Chat, email and occasional phone support regarding order issue, location and membership details.
Senior Customer Service Specialist
Alorica
08.2018 - 10.2019
- Entered customer data into system and communicated service concerns with Billing department.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Handling over 80-120 inbound and outbound calls per shift
Assistant Store Manager
T Mobile
09.2017 - 08.2018
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Interacted well with customers to build connections and nurture relationships.
Collections Specialist
MRS BPO LLC
01.2018 - 05.2018
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
Data Entry Clerk
QPSI
01.2015 - 12.2015
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Admissions Representative Intern
Bennett College For Women
07.2014 - 12.2014
- Served as primary contact for coordination of application screening and tracking, visit and interview arrangement and marketing communications.
- Advised applicants on prospects for admission and strategies for meeting academic and extracurricular credentials.
- Designed effective and user-friendly processes for both admissions and applicant review.
- Devised and implemented strategic recruitment plan with consideration to both long and short term goals.
Education
Some College (No Degree) - Nursing
North Carolina A & T State University
Greensboro, NCHigh School Diploma -
Willingboro High School
Willingboro, NJ06.2014
Skills
- Customer Relations Understanding
- Critical Thinking
- Customer Service Expertise
- Store Merchandising
- Customer Needs Assessments
- Customer Satisfaction
- Cultural Awareness
- Career Development
- Problem Resolution
- Customer Inquiries
- Complex Problem-Solving
- Customer Relationship Management
- Microsoft Office
- Customer Experience
- Skip Tracing
- Collections processing
Timeline
Aetna One Advocate
Aetna
10.2022 - Current
VCS Representative
Amazon
03.2020 - 02.2022
Senior Customer Service Specialist
Alorica
08.2018 - 10.2019
Collections Specialist
MRS BPO LLC
01.2018 - 05.2018
Assistant Store Manager
T Mobile
09.2017 - 08.2018
Data Entry Clerk
QPSI
01.2015 - 12.2015
Admissions Representative Intern
Bennett College For Women
07.2014 - 12.2014
Some College (No Degree) - Nursing
North Carolina A & T State University
High School Diploma -
Willingboro High School
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