Leah Miller

Leah Miller 6109 Township Rd 310 Millersburg, OH 44654 -- Customer Service Professional and Remote Assistant EXPERIENCE SKILLS Clara Labs, San Francisco, CA — Contract Remote Virtual Assistant Leadership of Customer JANUARY 2016 - PRESENT Service teams. Schedule in-person and virtual meetings, through emails from assistants, Calls, email, and chat participants and business partners. Manage escalated requests. Test new handling. processes to improve client experience and increase customer retention. Creative writing. Thirty-One Gifts, Columbus, OH — Real Time Analyst JULY 2015 - JANUARY 2016 Utilized intra-day forecasting tools to analyze real time sta Forum moderation. Call center workforce ng needs. management. Processed schedule changes for PTO, OT, tardies and absences. Provided Call Center daily performance reporting. AWARDS Thirty-One Gifts, Columbus, OH — Consultant Support Supervisor NOVEMBER 2012 - JULY 2015 Managed a team of 2 Team Leads and 30 Customer Support Representatives. Performed human resource actions including hiring, terminations, performance reviews and corrective action. Subject matter expert on products, systems and procedures. Values in Practice Awarded VIP (Values in Practice) twice at Thirty-One Gifts for providing exceptional support as a Supervisor. Thirty-One Gifts, Columbus, OH — Consultant Support Team Lead DECEMBER 2010 - NOVEMBER 2012 Audited team of Customer Support Representatives’ calls and emails and provided training and coaching. Led team huddles to communicate policy and procedure changes, and provided daily updates. Monitored break and lunch times to ensure schedule adherence. Thirty-One Gifts, Columbus, OH — Consultant Support Agent JULY 2010 - DECEMBER 2010 Answered phone calls and emails from clients and documented all interactions. Moderated online forum. Provided support through chat. EDUCATION Licking County Joint Vocational School, Newark, OH — GED July 2006 Received General Education Diploma LANGUAGES English, Spanish (75% fluent)