Leilani Leao
Oakland
Summary
Skilled Customer Service Representative and Clerk Typist, adept in critical thinking and Microsoft Excel, enhanced City and County of San Francisco Police Department's operational efficiency. Excelled in high-stress conflict resolution, boosting customer loyalty through empathetic service. Demonstrated exceptional data entry accuracy and confidentiality, maintaining a professional demeanor, contributing to a positive work environment.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
The Job Shop
04.2023 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for services, and company information.
- Entered data from officers' tow slips regarding customer's vehicle, including collecting payments and releasing of towed vehicle
Clerk Typist
City and County of San Francisco Police Department
09.2006 - 10.2022
- Increased operational efficiency through proficient use of office equipment such as printers, copiers, scanners, and computers.
- Eased workload for managers by taking on delegated tasks efficiently without compromising quality or attention to detail.
- Delivered exceptional customer service when interacting with clients, addressing their needs promptly, and professionally.
- Optimized time management by effectively multitasking across various responsibilities while adhering to strict deadlines.
- Entered data entry for the courts containing restraining orders, criminal record information, background checks etc.
- Assisted officers by ensuring accuracy of records by consistently updating and maintaining databases with up-to-date information, including informing officers of these updates and whereabouts of their clients
- Maintained a high level of confidentiality when handling sensitive information, ensuring the privacy of clients and colleagues alike.
- Typed court documents with 45 WPM at 10% error rate.
- Developed advanced proficiency in microsoft records management software.
- Promoted a positive work environment through professional interactions with coworkers and supervisors alike.
Education
High School Diploma -
Roosevelt High School
Honolulu, HI09-1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Complaint handling
- Problem resolution
- Microsoft Excel
- Payment processing
- POS systems expert
- Professional telephone demeanor
- Paperwork processing
- Recordkeeping strengths
Timeline
Customer Service Representative
The Job Shop
04.2023 - 08.2024
Clerk Typist
City and County of San Francisco Police Department
09.2006 - 10.2022
High School Diploma -
Roosevelt High School
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