Althea Leonard Email & Phone Number

Managed customer inquiries and complaints through phone and email communication, with 98% accuracy.Resolved customer issues in a timely and professional manner, while maintaining a company standard AHT that resulted in assisting an increase of 30% more customers.Collaborated with team members to improve overall customer satisfaction that lead to more than 60% increase in customer service surveys.Handled escalated customer concerns with empathy and resolution that generated better… Show more Managed customer inquiries and complaints through phone and email communication, with 98% accuracy.Resolved customer issues in a timely and professional manner, while maintaining a company standard AHT that resulted in assisting an increase of 30% more customers.Collaborated with team members to improve overall customer satisfaction that lead to more than 60% increase in customer service surveys.Handled escalated customer concerns with empathy and resolution that generated better report with the customers and lead to 95% QA rating across multiple teams. Show less

Provided prompt and courteous assistance to customers via phone, email, chat, and remote desktop support for software-related inquiries, technical issues, and account management tasks maintaining a customer resolution rate of 95% over my tenure with the company.Documented and tracked customer interactions and issue resolution steps using CRM software and ticketing systems, ensuring accurate and thorough record-keeping and follow-up to maintain customer satisfaction and… Show more Provided prompt and courteous assistance to customers via phone, email, chat, and remote desktop support for software-related inquiries, technical issues, and account management tasks maintaining a customer resolution rate of 95% over my tenure with the company.Documented and tracked customer interactions and issue resolution steps using CRM software and ticketing systems, ensuring accurate and thorough record-keeping and follow-up to maintain customer satisfaction and retention.Provided cross functional support and served as Subject Matter Experts (SMEs) or second tier resolution to internal and external provider teams.Managed Team of 10 or more to successfully achieving higher scores and improving their records by 40% while boosting morale and encouraging teams to 98% QA scans and lower AHT by 31%. Show less

Lead trainings to promote positive customer service and care to the companies' clients and increasing retention by 60% over the course of 2 years.Maintained client documents and account information while following the HIPPA and state laws. Insured that all medical and care records were updated and accurate and communicated any changes to the necessary departments with 100% accuracy.Created schedules for staff and clients with 0 conflict and creating invoices for services with accuracy… Show more Lead trainings to promote positive customer service and care to the companies' clients and increasing retention by 60% over the course of 2 years.Maintained client documents and account information while following the HIPPA and state laws. Insured that all medical and care records were updated and accurate and communicated any changes to the necessary departments with 100% accuracy.Created schedules for staff and clients with 0 conflict and creating invoices for services with accuracy to ensure timely payments and reduction of client inquiries.Engaged staff in group activities to strengthen the bonds between all staff and clients for better retention of clients and to lower the companies turn over rates by 12% in a 2 year span. Show less