Lanna Leach
Surprise
Summary
Results-driven professional with extensive experience in customer service and team leadership, adept at enhancing guest experiences and operational efficiency. Proven ability to train and supervise diverse teams, demonstrated through managing 45 volunteers while implementing streamlined processes. Strong communication and problem-solving skills ensuring high levels of customer satisfaction and service quality. Known for fostering a positive work environment.
Overview
27
27
years of professional experience
Work History
Food and Beverage Team/ Coffee Shop Lead
Christ's Church of the Valley
Surprise
11.2020 - Current
- Deliver exceptional customer service, enhancing overall customer satisfaction and guest experience.
- Process customer orders and process payments efficiently through POS and cash transactions.
- Maintain optimal stock levels and store products in accordance with health department standards.
- Interview prospective volunteers, train, schedule, and supervise a team of 45 volunteers focusing on beverage preparation, customer service, order processing, payment processing, and adherence to safety protocols.
- Engineer comprehensive code sheets using Excel to streamline operations.
- Demonstrate meticulous attention to detail, ensuring high quality delivery of service.
- Update volunteer profiles in Rock, the central database, ensuring security clearances are up to date for all volunteers.
Customer service/ Online advertising
Genesis Commercial Services
Surprise
04.2009 - 11.2020
- Manage the company's online presence enhancing brand visibility.
- Coordinated appointment scheduling through phone, e-mail, and text for customer convenience.
- Oversaw payment processing from customers, ensuring accuracy and efficiency.
- Responded quickly to meet customer needs and resolve problems.
- Provided efficient and courteous service to customers at all times.
Customer Service Associate
Bank One
Peoria
06.1998 - 12.2003
- Provided superior customer service, conducting research, and resolving issues for consumer and business checking, savings, and loans accounts.
- Accumulated four years in a high volume call center, 1.5 years in a banking center.
- Maintain high quality service and diverse account options for clients.
- Cultivated enduring customer relationships through effective communication.
- Facilitated account openings and closures. Performed transactions including deposits, withdrawals, money transfers, wires, and balanced registers at the end of each shift.
- Train new employees to uphold service standards and operational protocols.
- Demonstrated strong communication skills while interacting with customers over the phone, via email, or in person.
Education
Associate of Arts - Social Services
Cochise College
Douglas, AZ05-1997
Skills
- Microsoft Office
- Data Entry
- Customer Service
- Communication Skills
- Problem Solving
- Multitasking
- Time Management
- Cash Handling
- POS Systems
Timeline
Food and Beverage Team/ Coffee Shop Lead
Christ's Church of the Valley
11.2020 - Current
Customer service/ Online advertising
Genesis Commercial Services
04.2009 - 11.2020
Customer Service Associate
Bank One
06.1998 - 12.2003
Associate of Arts - Social Services
Cochise College