Leslie C. Email & Phone Number

San Marcos, Texas, United States

● Delivered technical support and diagnostics for a leading fiber-optic internet service provider, resolving complex connectivity and network configuration issues.● Provided end-to-end troubleshooting for hardware and software performance problems, ensuring: Upload Speeds ranging from 1137 Mbps - 8119 Mbps, Download Speeds ranging from 1140 Mbps - 8086 Mbps, average Latency of 13 ms under optimal conditions, and low to no packet loss.● Assisted in the configuration and optimization of customer devices for seamless integration with high-speed networks.● Collaborated with cross-functional teams to escalate and resolve advanced technical issues, demonstrating strong analytical and problem-solving abilities.● Operated Genesys for contact center solutions and Salesforce for customer relationship management, maintaining accurate data tracking and resolution processes.● Leveraged expertise in network protocols, device configuration, and customer support to drive service reliability and maintain minimum CSAT of 90%.

Georgetown, Texas, United States

● Assembled and tested server hardware, including 3U PCIe expansion servers, 1U PCIe expansion servers and power distribution units, DDR4 2667MHz DIMM cards, CPU, heatsinks, in compliance with Project Olympus standards.● Routed and connected cables to PDBs and LGA motherboards, ensuring proper 12V power conversion and hardware functionality.● Assisted with troubleshooting power distribution issues, verifying correct component installation, and inventory management.● Trained new hires on assembling the Riser 2 card case on server chassis, supporting the company’s onboarding process.● Pioneered assembly line redesign, setting a new benchmark of 27 1U servers built per hour.

Richardson, Texas, United States

● Optimized risk assessment by conducting daily searches for driving data on 35-40 customers.● Drove underwriting excellence by analyzing client profiles, reducing processing times by 20%.● Underwrote policies for multiple non-resident states (OK, KS, NM, CO) while ensure compliance with diverse regulations and liability standards.● Cold-Call/Outbound-Call to discuss updates on insureds’ driving records and probe for additional details.● Assessed risks and coverage needs based on internal records and claims data● Made decisions on policy cancellations, renewals, and non-renewals based on policy holders’ life changes● Experience with LexisNexis Risk Solutions, LexisNexis C.L.U.E., NAIC, and TexasSure

Richardson, Texas, United States

● Leveraged cross-departmental experience to conduct call audits, ensuring service standards.● Monitored 5 – 10 calls per agent monthly across three teams (6 – 10 employees) to ensure adherence to company call handling.● Monitored new hire orientation calls for adherence to company call handling standards, providing feedback to training managers and supervisors.● Communicated new processes and system operations to floor agents (Sales/CSR/Underwriting) based on C-level directives.● Filled in for floor supervisors: handling escalated calls, making real-time policy decisions, and managing administrative tasks for supervised associates● Submitted policies to the underwriting department for decisions on policy cancellations, renewals, and non-renewals based on policy holders’ life change● Streamlined the signature process using Docu-Sign, improving document turnaround time.● Ensured seamless technology integration by rigorously testing new operating systems, reducing system errors by 30%.● Developed comprehensive training materials and call navigation guides, enhancing agent efficiency.

Richardson, Texas, United States

● Enhanced customer satisfaction by efficiently updating policy holder policies to reflect risk exposure, servicing 60-90 in-bound customers daily.● Actively listened to and addressed customer concerns with appropriate responses to ensure satisfaction.● Consistently met metrics including first call resolution (FCR) and achieved high customer satisfaction survey results.● Probed insureds for additional information during calls to identify major life changes impacting risk and coverage accuracy.● Upsold coverage and identified coverage gaps to enhance policyholder benefits and increase company profitability● Handled calls for multiple non-resident states (CA, CO, KS, WV, DE, MI, PA, NY) while navigating diverse regulations and liability standards.● Spearheaded agent training programs as a team lead, boosting team performance.● Achievements:○ Chairmans Club Bronze Tier 2016○ Chairman’s Club Gold Tier 2015○ Chairmans Club Silver Tier 2013○ Rewarded Top Performer○ Awarded for Call Status Time○ Achieved Associate of Month● Professional Development:○ Moratorium Out-call Project○ Voice of A Counselor – EDGE Testing○ WORKDAY Testing Project○ Geospatial Telemetry (GEOTEL) Agent○ New Hire Real Job Preview

San Antonio, Texas Metropolitan Area

- Cold calling a range of 30 - 50 calls per day- Debt analysis- Reconciliation of aged accounts- Delinquent account recovery and establishment of payment plan options- Filed medical claims through Medicare/Medicaid/Private Insurance

San Antonio, Texas Metropolitan Area

Mobile Department- Kept current with mobile phone updates/releases, carrier monthly plan changes, and vendor advertisement- Obtained consumer demographics to determine deposit amounts and applicable payment methods- Managed customer accounts- Filed sales contract and receipts- Filed insurance claims for defective devices and accidental damage

Bachelor Of Business Administration - Bba, Computer/Information Technology Administration And Management

Activities and Societies: Information Technology Students of America

Bachelor Of Business Administration - Bba, Computer/Information Technology Administration And Management

Associate Of Science - As, Business Administration And Management, General

Activities and Societies: The Society for Collegiate Leadership & Achievement

High School Diploma, General Studies

Activities and Societies: AFJROTC Drill Team | Chorale | CantateGifted and Talented Program (GT) Courses: Algebra 1 (MA ALG 1).