Leonna Sylvester Harrigan Email & Phone Number

Roselle, Nj, Us

Roselle, New Jersey, Us

• Developed customer-centric training plans and materials for businesses and notary closers, increasing consumer ratings by an average of 34%.• Improved client satisfaction rating by 82% through policy enforcement and alignment, contributing to NJNSA becoming the #1 signing service in New Jersey.• Fostered relationships with customers and the community for long-term business growth, achieving a 99% success rate in customer satisfaction.

• Research and develop emerging technologies while coordinating the work of web &app teams.• Develop and implement processes to optimize customer experience, digitalexperience, and business capabilities/growth.• Ensure delivery of cross-tower development to support products and digitalexperience goals around user engagement, and customer satisfaction.

Basking Ridge, Nj, Us

Boosted department sales by 12% using a customer-centric approach, focusing onproduct and service consultation and up-selling techniques.• Managed billing inquiries, ensuring accurate and timely resolution for customers.• Effectively handled customer escalations, addressing issues and concerns with professionalism and efficiency.• Provided technical support to customers, troubleshooting and resolving technical issues to enhance their overall experience.• Managed customer accounts and used established processes to increase revenue. While provideroutine customer service such as explaining billing statements to customers, handling collectionissues, changes of service, and as required performed basic troubleshooting procedures.• Provided direct customer support by telephone and email to investigate and promptly resolveconflicts such as technical issues, billing disputes, and basic inquiries with an emphasis on first-call resolution. When needed follow through on commitments made to drive a positivecustomer experience.• Working with COA VRepair, IVAPP, IGO, COA, and other tools/platforms to resolve thecustomer issues.• Coordinated with other departments like Dispatch, FSC, SFC, IHD, and ROC to resolvesome of the customer concerns, set up appointments, scrub orders, and many other issues.• Consult with the IT and executives on business products and services transformation andimprovements.

Basking Ridge, Nj, Us

• Led improvement initiatives using Use Cases and Lean Six Sigma to advanceoperational efficiencies and increase revenue.• Utilized customer insights to develop and supervise consumer studies, improvingconsumers' digital experience and net promoter.• Played key roles in focus groups to enhance organizational performance acrossdata, people, processes, and technology to meet customer demands.

Sunnyvale, Ca, Us

As the Owner, I edit and monitor 2000+ postings a month. I also lead in ensuring the member's post followed the group posting rules.Key Accomplishments:• Helped as the Technical Lead for issues and known problems for the group.• Oversaw member’s post such as stuff that they no longer need or wanted to give away for free. • Managed and train a team of 4-6 moderators to maintain and ensure excellent experience of all members.• Served as the Moderator while implementing and designing posting regulations to maintain an organized group.• Gathered and analyze data and provided process improvements and recommendations to improve the community.• Demonstrated leadership in responding to 100+ e-mails daily while managing digital interactions for the group of 24,000+ members.

Minneapolis, Mn, Us

• Led a team of 15+ members in daily operations, ensuring high safety, service, andquality.• Conducted customer interviews and used effective sales strategies to increase salesthrough service process improvements, ensuring the highest level of service.• Identified root causes for under-performing objectives and coached associatesthrough development plans, reducing the re-shop by 25% and overtime hours.

Portland, Me, Us

• Improved new product sales by 120% through referrals and quality interactions,educating consumers about the benefits of services.• Led sales strategies, exceeding daily interaction of more than 50% mall traffic andfour sales goals provided by Pierce Promotions.• Created sales and marketing presentations, ensuring business success and drivingthe formulation of compelling solutions with a customer-centric mentality.

Us

• Resolved customer complaints professionally, restoring and promoting good publicrelations and enhancing customer experiences.• Assisted management in coaching the customer service staff, meeting goals, andadopting customer-centric approaches.• Exhibited an acute awareness of potential loss prevention issues, contributingsignificantly to asset protection through timely identification and reporting of potentialtheft or non-compliance issues.• Analyzed and evaluated opportunities for improving efficiency, leading to bettercustomer experiences and business outcomes.

Masters, Technology Management & Innovation

Bachelor Of Science, Business Administration & International Business