Leathia Morse Email & Phone Number

Minneapolis, Minnesota, United States

St Paul, Minnesota, United States

• Ensure the consistent achievement of customer service levels and standards.
• Supervise a team of 10 customer service agents. Plan, assign and monitor tasks for optimum team efficiency.
• Perform monthly staff one-on-one meetings and discuss performance and metrics. Identify and address development needs and provide coaching.
• Successfully implemented Zendesk software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels.
• Develop staff training resources and assist with training and onboarding of new hires. Analyze data and compile accurate and detailed weekly reports. Provide valuable suggestions for improvement and implementation of.

Minneapolis, Minnesota, United States

• Answered incoming phone calls and chats and responded to emails in a timely manner. Resolved technical issues by troubleshooting and finding a solution.
• Communicated with engineer team with product and app issues, provided customer feedback and suggestions.
• Created and updated Standard Operating Procedures, training resources, and knowledge base.
• Managed and reported employee attendance and leave balance on a bi-weekly basis.
• Reported monthly expenses to management and accounting team, maintained and ordered office supplies as needed.

Portland, OR

• Provided positive, accurate, and timely customer service to over 5,000 clients.
• Responded to and triaged an average of 100 emails daily, with a response time of under an hour.
• Handled customer requests and updated client accounts in database.
• Made outbound calls on behalf of clients and scheduled appointments.
• Worked closely with leadership and peers on a daily basis, participated in team and department meetings as well as through Microsoft Outlook and Teams.

• Provided positive, accurate, and timely customer service to over 5,000 clients.
• Responded to and triaged an average of 100 emails daily, with a response time of under an hour.
• Handled customer requests and updated client accounts in database.
• Made outbound calls on behalf of clients and scheduled appointments.
• Worked closely with leadership and peers on a daily basis, participated in team and department meetings as well as through Microsoft Outlook and Teams.

Portland, OR

• Assisted in expanding the customer base by providing outstanding customer service.
• Supported the Store Manager in all store operations, set and achieved daily goals, completed paperwork, and reported to headquarters.
• Provided training and coaching to staff and assisted in hiring, recruiting and scheduling.
• Maintained store appearance through merchandising and visual standards, dressing mannequins and updated window displays.