Lela R. Email & Phone Number

Atlanta, Georgia, United States

Florida, United States

Atlanta, Georgia, United States

Alpharetta, Georgia, United States

*Successfully managed a portfolio of 7 international accounts,ensuring customer satisfaction and meeting deadlines.*Identified areas for cost savings within existing accounts,creating innovative solutions that improved efficiency withoutsacrificing quality or service levels.*Planned for key performance metrics at risk and proactivelydevelops strategies and solutions for complex challenges basedon Account analysis.*Leveraged relationships with all internal departments tooversee all customer impacting transactions and interactionsand ensure issues are resolved efficiently and effectively*Developed strong relationships with clients from variouscountries, utilizing excellent communication and interpersonalskills.*Organized virtual meetings between regional offices indifferent time zones around the world.*Created comprehensive reports utilizing Microsoft Excel

Alpharetta, Georgia, United States

*Handled inbound calls for business accounts.*Analyzed and determined behavioral patterns with businessaccounts.*Floor support in the absence of floor management.*Coached and mentored new staff members on effectivecommunication techniques and how to handle difficultcustomer situations.*Utilized problem-solving skills to troubleshoot technical issuesand resolve customer complaints quickly and efficiently

Tampa, Florida, United States

*Trained customer service representatives on customer servicestandards, policies, and procedures.*Strengthened and improved team KPIs with positive interactionand team-building exercises.*Conducted regular one-on-one meetings with team membersto review progress and provide constructive feedback.*Implemented best practices for handling difficult conversationswith customers while maintaining professionalism.*Lead daily huddles with the team to discuss current projects,objectives, goals and challenges.

Tampa, Florida, United States

*Met and exceeded monthly sales and retention objectives viaoutbound/inbound calls for consumer, corporate and employeeliable as well as small and medium businesses.*Performed expert negotiation and problem solving skills toresolve complex and non-routine customer concerns*Effectively utilized tools and resources on every call to makeproposals, substantiated by full account review and analysis.*Decreased Verizon Wireless churn rates while driving growthvia formalized Winback process.*Developed and managed operational policies and proceduresto ensure efficient workflow

Tampa, Florida, United States

*Facilitated Wireless Workshops*Handled customer service and billing escalations*Coached representative on NPS and leadership development.*Performed administrative functions of the store, including cashmanagement and asset protection of store inventory*Exhibits quality customer service from greeting point throughdeparture; ensuring that all aspects of a customers needs aremet and that every customer has a positive experience*Maintained detailed records of inventory levels and purchasingactivities.*Developed and implemented effective inventory managementstrategies to reduce losses and increase sales.*Managed daily store operations including overseeing cashhandling procedures

Dublin, Ohio, United States

*Successfully managed a portfolio of 11 international accounts,ensuring customer satisfaction and meeting deadlines.*Identified areas for cost savings within existing accounts,creating innovative solutions that improved efficiency withoutsacrificing quality or service levels.*Planned for key performance metrics at risk and proactivelydevelops strategies and solutions for complex challenges basedon Account analysis.*Leveraged relationships with all internal departments tooversee all customer impacting transactions and interactionsand ensure issues are resolved efficiently and effectively*Developed strong relationships with clients from variouscountries, utilizing excellent communication and interpersonalskills.*Organized virtual meetings between regional offices indifferent time zones around the world.*Created comprehensive reports utilizing Microsoft Excelspreadsheets for monthly reviews by management team

Dublin, Ohio, United States

*Conducted regular one-on-one meetings with team membersto review progress and provide constructive feedback.*Trained new customer service staff on company policies,procedures, and software systems.*Lead daily huddles with the team to discuss current projects,objectives, goals and challenges.*Fostered a team of 12 coordinators and 4 Global EnterpriseAdvisors to performing/leading performance reviews

Dublin, Ohio, United States

*Handled inbound calls for business and consumer liableaccounts.*Analyzed and determined behavioral patterns with businessaccounts.*Floor support in the absence of floor management.*Coached and mentored new staff members on effectivecommunication techniques and how to handle difficultcustomer situations.*Utilized problem-solving skills to troubleshoot technical issuesand resolve customer complaints quickly and efficiently

Dublin, Ohio, United States

*Handled high-volume customer service calls.*Organized and prioritized follow-ups for customer issues.*Responsible for troubleshooting equipment issues andcorrecting billing issues.*Managed escalated complaints from customers in aprofessional manner while adhering to organizationalguidelines

Dublin, Ohio, United States

*Handled inbound and outbound calls to new customers withinfirst thirty days of service to reduce company churn.*Plan, coordinate, implement and track multiple enterprisemarketing programs simultaneously.*Worked with cross-functional teams including Sales and*Customer Success to ensure successful execution of marketinginitiatives