Georgette Leonard
Bossier City
Summary
Results-oriented Customer Support Manager with many years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations, and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels.
Overview
17
17
years of professional experience
1999
1999
years of post-secondary education
Work History
Customer Support Manager
EFS Company
Atlanta
03.2022 - Current
- Lead and supervise a remote customer support team to ensure high-quality service delivery and client satisfaction.
- Oversee daily support operations, including responding to customer inquiries via phone, email, and chat.
- Develop and implement training programs to enhance team performance and service consistency.
- Monitor and analyze key performance metrics, providing feedback and solutions to improve efficiency.
- Collaborate cross-functionally with administrative and technical teams to resolve customer issues promptly.
- Manage client communications, ensuring all support requests are handled with professionalism and empathy.
Driver (Contractor)
Jett’s K&B Transport
Dallas
05.2011 - 02.2022
- Provided excellent customer service while managing transportation routes and on-time deliveries across regional and national locations.
- Maintained consistent communication with dispatchers, clients, and logistics personnel to ensure service accuracy and safety compliance.
- Documented delivery details and maintained clear, professional communication with customers regarding shipment status and updates.
- Supported client satisfaction through courteous, efficient, and professional interactions.
- Operated independently in a remote environment, demonstrating reliability and accountability.
Customer Service Trainer
KBR – US Express - Afghanistan
Houston
08.2008 - 08.2011
- Conducted customer service and operational training for team members supporting international logistics operations.
- Developed and delivered training materials to enhance communication, conflict resolution, and client service skills.
- Served as a liaison between management and field staff, ensuring customer service standards were consistently met.
- Assisted in coordinating large-scale transportation and service operations for international clients.
- Recognized for improving team productivity and service response times through effective training and leadership.
Education
CDL - Trucking Services
Diesel Driving Academy
Shreveport, LA 04.2011 - 08.2011
Sowela Technical Community College
Crowley, LASkills
- Customer Support & Relationship Management
- Remote Team Leadership
- Communication & Conflict Resolution
- Performance Monitoring & Reporting
- Training & Staff Development
- CRM Software & Ticketing Systems
- Logistics & Operations Coordination
- Time Management & Problem Solving
Technical Skills
- Microsoft Office Suite (Word, Excel, Outlook, Teams)
- Customer Relationship Management (CRM) tools
- Remote communication platforms (Zoom, Slack, etc)
Timeline
Customer Support Manager
EFS Company
03.2022 - Current
Driver (Contractor)
Jett’s K&B Transport
05.2011 - 02.2022
CDL - Trucking Services
Diesel Driving Academy
04.2011 - 08.2011
Customer Service Trainer
KBR – US Express - Afghanistan
08.2008 - 08.2011
Sowela Technical Community College