Summary
Work History
Education
Skills
Websites
Technology And Tools
Timeline
Generic
LeighAnn Walton

LeighAnn Walton

Atlanta

Summary

Customer Success and Client Support professional with experience supporting enterprise users across healthcare, insurance, and government technology environments. Proven ability to manage customer accounts, resolve complex issues, and support the adoption of large-scale platforms used by enterprise organizations. Experienced in Salesforce-based workflows, CRM case management, and cross-functional collaboration. Adept at improving customer satisfaction, retention, and operational efficiency. Seeking Customer Success Account Specialist or Associate CSM roles within a growth-focused technology organization.

Work History

Quality Assurance Analyst

Centers for Disease Control and Prevention
Atlanta
  • Supported enterprise users across complex data, reporting, and compliance systems comparable to large-scale SaaS platforms.
  • Investigated customer-reported issues, documented findings, and partnered with technical teams to resolve recurring system challenges.
  • Developed SOPs and workflow documentation to improve system adoption and reduce repeat support requests.
  • Created KPI and performance dashboards using Power BI to monitor service delivery and operational health.
  • Collaborated cross-functionally with operations, IT, and leadership teams to improve user experience and system reliability.
  • Conducted software testing for public health data systems.
  • Collaborated with teams to identify and resolve software defects.
  • Documented testing procedures and results clearly for stakeholders.

Customer Support Specialist

State Farm Insurance
Atlanta
  • Managed customer accounts end-to-end, serving as a primary point of contact for policyholders.
  • Used CRM-based systems similar to Salesforce to track cases, document interactions, and meet service-level agreements.
  • Resolved complex and escalated customer issues while maintaining compliance with company and state regulations.
  • Educated customers on processes, coverage, and next steps to improve understanding, trust, and retention.
  • Maintained high productivity and customer satisfaction in a high-volume, deadline-driven environment.
  • Collaborated with team members to ensure excellent service delivery.
  • Handled escalated customer complaints with professionalism and care.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Provided exceptional customer service to ensure customer satisfaction.

Executive Assistant

Morehouse School of Medicine
Atlanta
  • Provided high-level administrative and operational support to executive leadership within an academic healthcare environment.
  • Managed calendars, correspondence, and stakeholder communications, ensuring timely follow-up and issue resolution.
  • Coordinated meetings, prepared documentation, and supported cross-departmental initiatives.
  • Maintained confidentiality and accuracy while handling sensitive information and executive-level requests.
  • Improved workflow efficiency by organizing processes and supporting leadership priorities.
  • Assisted in preparing reports and presentations for internal stakeholders.
  • Streamlined office procedures to enhance workflow and communication processes.
  • Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.

Education

Master of Public Health -

Bachelor of Arts - Psychology

Skills

  • Customer Success Management
  • Customer service
  • Cross-functional collaboration
  • Process improvement
  • Software testing
  • Account Support & Retention
  • Salesforce CRM (Cases, Activities, Reporting)
  • Client Onboarding & Enablement
  • Technical Support (Tier 1-2)
  • Enterprise Systems Support
  • Issue Resolution & Escalation Management
  • SLA & KPI Tracking
  • Process Improvement & SOP Documentation
  • Cross-Functional Collaboration
  • Power BI (Foundational Reporting)
  • HIPAA & Data Privacy Compliance
  • Remote Customer Support
  • Time management
  • Stakeholder management
  • Attention to detail
  • Issue resolution

Websites

Technology And Tools

  • Salesforce CRM
  • CRM & Case Management Systems
  • Microsoft 365 (Excel, Word, Outlook, Teams)
  • Power BI (Foundational)
  • Virtual Collaboration Tools (Zoom, WebEx)
  • Secure Data & Reporting Systems

Timeline

Quality Assurance Analyst

Centers for Disease Control and Prevention

Customer Support Specialist

State Farm Insurance

Executive Assistant

Morehouse School of Medicine

Master of Public Health -

Bachelor of Arts - Psychology

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LeighAnn Walton