Leslie Dutcher Email & Phone Number

Herndon, Va, Us

Herndon, Va

K12 Insight works with more than 30,000 school administrators to strengthen the relationships that power education. Our custom solutions combine technology, research and expert training to help school leaders build trust and drive positive change in their local communities. Whether you're looking to survey your school community on important issues, or engage parents, teachers, students and staff, we can help. Let’s Talk! Think of Let’s Talk! as your always-on listening station — one simple, cloud-based solution that lets you: scan your community for potential communications risks, proactively connect with parents, teachers, students, staff and others, and leverage data from each conversation to make smarter, more informed decisions. Engage Engage combines the latest research and technology with actionable results for a survey experience unmatched in K12 education. Ask the right questions, bring every stakeholder to the table and earn the community’s trust ahead of important school district decisions. Advisory Services Our team of veteran communications professionals works alongside your staff to conduct a top-to-bottom audit of your school or district’s communications program. Discover what works. And establish benchmarks to measure the success of your initiatives over time.

Reston, Virginia

K12, Personal Admissions Liaison, August-October 2013• Developed relationships with parents as an enrollment advisor and assisted in collecting all required compliancy documentation.• Managed inbound calls and made outbound calls to families throughout the student enrollment process by utilizing interpersonal and product knowledge skills.• Completed Admissions Conferences with applicants, which included verifying data and explaining school specific policies in detail. • Recorded all communication and contact data on a timely basis with accuracy including detailed notes into the Customer Relationship Management tool.

Herndon, Virginia

Managed the daily operation & oversaw productivity of a 10 member customer service team. Ensured team operated within audit compliance & contractual requirements for a global billing & payment processing service, Travel Agency Commission Settlement, in all travel business service lines (hotel, car rental, cruise, meeting & conference, & tour companies). Supported over 25,000 contracted customers in more than 160 countries to over 200,000 travel agencies globally. * Operated in multiple proprietary database systems to coordinate, communicate, track and document all aspects of service delivery for customers & prepared report analysis for various internal & external customers. * Created & streamlined procedures to improve efficiency on a continuing basis through report analysis of customer queries, resulting in maximized productivity. * Leveraged customer service skills to address time sensitive inquiries received from calls, emails, faxes, & website tickets within service level agreements measurably impacting positive customer satisfaction.* Oversaw team on over 500 weekly data entry profile customer update requests & tracked over 300,000 yearly contacts for efficient payment processing & records database integrity. * Planned & participated in employee, customer & vendor meetings to gather information on needs & priorities, which provided growth & retention efforts to build & enhance positive working relationships. * Executed enrollment, provided security access, & trained customers on website that offered user 24/7 payment details & ad hoc report capabilities. * Organized existing policies & procedures, provided recommendations & maintained Customer Service Policy & Procedure guide that increased compliance consistency. * Provided support for variety of human resources functions including onboarding new hires, scheduled & conducted performance evaluations, verified time & attendance records, corrected & approved hours for payroll.

Herndon, Va

Ensured efficient and courteous customer service through telephone, email, web access and personal contacts. Resolved routine and unique customer questions and complaints, referring complex issues to higher levels. * Served as liaison among customers, management and Product and Business Development, Finance, Operations, and Project Management teams.* Proactive in resolving customer inquiries and basic customer questions ranging from electronic transaction data file issues, thus, preventing incorrect payment processing; to commission payment inquires, thus, resulting in resolving issue immediately.* Researched accounting invoice records, contacted client and resolved wire transfer discrepancies for efficient payment processing. * Maintained confidentiality on critical and sensitive information while creating process to obtain and update bank account records to pay out 76% of the funds electronically to the beneficiaries, which resulted in reduced processing costs. * Tracked processing in proprietary database system of existing and new Travel Agency Payment Direction Agreements and monitored through report generation for audit compliance.* Created and maintained Excel spreadsheet of contract deliverables to ensure Customer Service Policy and Procedure guide is current based on audit compliance requirements.