Leah Moritz Email & Phone Number

Lutherville, Maryland

- Answers incoming calls- Transfers calls to available service technician or documents service request ticket- Monitors ConnectWise Service Board for incoming support request – Creates/Updates tickets- Dispatches Service request tickets- Places orders with vendor, receives orders & tracks shipping status to ensure timely receipt of orders- Books & manages accommodations for Service Technician’s travel- Assist in maintaining appropriate & up to date client documentation- Creates & sends out monthly invoices- Processes client payments- Maintains accurate ledger records- Reviews and maintains financial documentation- Manages all vendor & expense payments- Completes Credit Card & Bank Statement reconciliation- Reviews and approves employee payroll

Baltimore, Maryland Area

-Effectively builds highly motivated teams focused on using customer service to drive revenue.-Implements customer service based standards that build relationships and gains loyalty -Achieves company directed sales targets by setting individual goals for each employee, following up with employee progress through weekly one on one's and coaching performance with best practices-Successfully executed a performance improvement plan at 3 locations from under performing to meeting expectations-Exceeds company standards for organization and cleanliness providing a welcoming environment for customers to shop-Increases revenue by analyzing financial statements and identifying areas of opportunity-Secures company assets by implementing inventory control systems-Holds team accountable to the compliance of company policies, standards and expectations-Effectively communicates to team by holding weekly management meetings

-Modeled proactive customer service-Evaluated customer service survey scores on a weekly basis-Assisted in performance management of about 30 team members- Wrote and delivered performance reviews as well as progressive discipline-Assisted in the hiring and training process -Recruited and interviewed potential new team members-Conducted customer service section of new hire orientation-Was responsible for the overall training of each cashier-Maintained fast checkout-Evaluated daily checkout scores and coached team on best practices to improve checkout speed-Responsible for merchandising and stocking check out lanes -Completed monthly planograms, Researched out of stock item-Responsible for maintaining all the equipment in the store