Leigh-Ann Laduke
Rossville
Summary
Dynamic Customer Service Supervisor with over 20 years of experience at in customer service, excelling in team management and crisis intervention. Proven track record in enhancing team performance and compliance, leveraging strong communication skills and expertise in Microsoft Excel to drive results and foster a high-performing work environment.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
The MedServ Group
Chattanooga
01.2023 - Current
- Over see a team of 12-15 CSR's
- Coach them to be successful and move forward in their careers
- Monitor daily dashboard/ PBI scorecards of team members
- Monitor Five 9
- Monitor multiple group chats on Teams daily
- Monitor Verint schedules
- Monitor daily and monthly compliance
- Monitor Medallia reviews
- Weekly 1:1 coachings with team members
- Assist manager with daily task
- 90 day evaluations of CSR's
- Assist with escalated patient calls
- Work in a high stress environment.
Sales Manager/Media Manager
The Shoppe
Fort Oglethorpe
09.2020 - 12.2022
- Responsible for maintaining weekly sales and bringing in new customers.
- Responsible for all social media ( Facebook, Instagram, TikTok, Website, Etc.)
- Ordering products and keeping the shelves stocked.
- Meeting and speaking with vendors in a daily/weekly occurrence.
- Maintain and keep a friendly work environment for customers.
Customer Service Representative
Erlanger Health System
Chattanooga
01.2018 - 09.2020
- Answered, screened and redirected high volume calls for Erlanger Health, Children's Health Care of Chattanooga and other offices affiliated.
- File and maintain daily paperwork.
- Enter and send daily emails.
- Answer and schedule ASL interpreters.
- Prepared daily and weekly scheduling for certain patient groups.
- File, check and maintain daily paperwork.
- Work in a high stress environment.
911 Emergency Dispatcher
Walker County
Rock Spring
03.2017 - 11.2019
- Receive emergency and non-emergency calls and record significant information
- Address problems and requests by transmitting information or providing solutions
- Receive and dispatch orders for products or deliveries
- Prioritize calls according to urgency and importance
- Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
- Monitor the route and status of field units to coordinate and prioritize their schedule
- Provide field units with information about orders, traffic, obstacles and requirements
- Enter data in computer system and maintain logs and records of calls, activities and other information
- Work in a high call volume environment , answering multiple calls at once
911 Emergency Dispatcher
Catoosa County Government
Ringgold
03.2016 - 03.2017
- Receive emergency and non-emergency calls and record significant information
- Address problems and requests by transmitting information or providing solutions
- Receive and dispatch orders for products or deliveries
- Prioritize calls according to urgency and importance
- Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
- Monitor the route and status of field units to coordinate and prioritize their schedule
- Provide field units with information about orders, traffic, obstacles and requirements
- Enter data in computer system and maintain logs and records of calls, activities and other information
- Work in a high call volume environment , answering multiple calls at once
911 Emergency Dispatcher
Bartow County Sheriff's Office
Cartersville
02.2006 - 03.2016
- Lieutenant and Sergeant at this job position. Over scene 4-5 people at any given time, also responsible for monitoring a whole entire county for 12 hours at a time.
- Trained and helped hire new employees for the center.
- Receive emergency and non-emergency calls and record significant information in life changing emergency events.
- Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
- Monitor the route and status of field units to coordinate and prioritize their schedule
- Provide field units with information about orders, traffic, obstacles and requirements
- Enter data in computer system and maintain logs and records of calls, activities and other information
- Work in a high call volume environment , answering multiple calls at once
Sales Manager
Rent A Center
Cartersville
01.2002 - 02.2006
- Sale furniture to new clients
- Repo furniture from past due accounts
- Organize the sales floor
- Make sales calls and call past due accounts
- Assist the manager with daily tasks
- Take payments from customers on a daily basis
Education
High School Diploma -
Woodland High School
Cartersville, GA01.2001
Skills
- Quick learner (10 years)
- Social media marketing (10 years)
- Microsoft Excel, Teams, Office,Word
- Mondaycom (2 years)
- 40 wpm (10 years)
- Complaint handling (10 years)
- Excellent phone skills, answering multiple at once (10 years)
- Multi-line Phone Systems
- Scheduling
- Dispatch
- Organizational Skills (10 years)
- Supervising experience (10 years)
- Customer service (15 years)
- Crisis management (15 years)
- Training & Development (10 years)
- Team management (10 years)
- HIPAA (5 years)
- Phone skills (15 years)
- Sales Management
- Conflict Management
- Recruiting
- EPIC
Certification
- Active Shooter Training August 2018 to Present
- FEMA April 2007 to Present Introduction to Incident Command
- Georgia Post Certified Communications April 2007 to Present Certificate for communications in the state of Georgia
- FEMA March 2007 to Present National Incident Management System
- Security and Awareness April 2018
- CJIS Network Operator April 2018
- GCIC/NCIC terminal certification
- Medical billing 2023-present
- EPIC
Languages
English - Fluent
References
References available upon request.
Timeline
Customer Service Supervisor
The MedServ Group
01.2023 - Current
Sales Manager/Media Manager
The Shoppe
09.2020 - 12.2022
Customer Service Representative
Erlanger Health System
01.2018 - 09.2020
911 Emergency Dispatcher
Walker County
03.2017 - 11.2019
911 Emergency Dispatcher
Catoosa County Government
03.2016 - 03.2017
911 Emergency Dispatcher
Bartow County Sheriff's Office
02.2006 - 03.2016
Sales Manager
Rent A Center
01.2002 - 02.2006
High School Diploma -
Woodland High School
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