Leslie J.

Experience

• 

  Southeast Publications USA, Inc.

  Jan 1999 - Sept 2007

  Graphic Artist

  Job includes assisting art department of 15+ artist. Making sure work is assigned to proper artist and assisting with over-see that management responsibilities are done in the absence of management during company meetings. Also responsible for client logo and artwork scanning, map reproductions and ad layouts. Organize and manage large logo artwork file system. Enhance/retouch logo, artwork and photos to improve reproduction quality. Log jobs into our department to keep track of where items are located Show less

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  Maher Wellness

  Dec 2007 - Sept 2008

  Massage Therapist, Office Manager

  • Performing therapeutic massage therapy.•Assisting with therapies such as ultrasound, electric stimulation and range of motion techniques. • Placing patients on traction table when prescribed and applying hydroculator or cold packs when needed.• Developing x-rays.• Light phone answering, and also answering after-hours phone calls from the office.• Scheduling new and existing patients, inputting patient’s personal and insurance information into the computer database Show less

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  Teleperformance - Motorola Dept

  Nov 2008 - Dec 2011

  Supervisor

  • Manage teams of 15-25 employees.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans to management and agents.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Coordinate the interviewing, hiring and training customer service representatives.• Live monitor interaction between staff and callers to ensure quality assurance standards are met.• Review call center processes and policies are met to measure staff performance and the need for improvement.• Providing quality customer service with a high volume technical support call center. • Join call center operations meetings and conference calls between clients, other levels of support and local management to report issues and discuss quality assurance and customer satisfaction rating are met. Show less

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  Motorola | Teleperformance ASD

  Nov 2008 - Jul 2014

  Global Web Content Writer

  Responsible for developing multiple aspects of Motorola's global website support. This includes writing, editing, and proofreading FAQ support content for pre and post sales website content, for contact center agents through internal databases and for customers through external web based knowledge bases for Motorola's premium mobile devices and software support.Job title also includes designing rich image files for Motorola.com within Adobe Photoshop and Guided assistance tools for support pages.Core competencies include:• Improved corporate brand by creating, developing, and managing content for Motorola's worldwide product web presence with content management software (Right Now Technologies), including html editing.• Maintained productivity by coordinating web projects across departments, delivering latest content to call center agents and on Motorola’s online presence.• Created new standard template for digital media of mobile devices on Motorola Web Support pages to create a uniform look and feel of all images globally.• Developed and drove overall user education strategy by collaborating with product and engineering teams for boosting user engagement and product usage.• Optimized user experience and increased online self-help by analyzing user behavior data through analytic reports across thousands of Help Center pages, creating specific help content.• Enhance customer satisfaction by overseeing localization process and developing strategy for helping users worldwide. Show less

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  Xbox One | Teleperformance ASD

  Jul 2014 - Nov 2014

  Xbox customer Service Representative

  • Improved customer satisfaction by managing high volume inbound calls for Xbox customer Support, resolving billing/account issues, troubleshooting technical issues for Xbox 3609 and Xbox One hardware, and providing networking support.• Maintained customer database by capturing and input customer information into central web-based database.• Met and exceeded customer satisfaction goals – top performer 3mths in row out of 300+ employees by providing excellent customer service, managing large caseload of escalated calls, including callbacks for those in need of higher-level support.• Increased staff quality by serving as mentor for new hire agents, ensuring company/account policies, and procedures understood and followed while providing smooth transition from training to production. Show less

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  Motorola

  Nov 2014 - Feb 2020

  E-Services Manager | Web Editor | Web Content Manager

  • Played a key role in reducing Motorola’s “Contact Us” page visits from approx 20,000 by 75% per region by re-designing and creating self service options for US, Brazil and Latam support pages.• Led the development, creation and implementation of new product country selectors to an updated look and feel for Motorola’s support website allowing for improved customer website experience.• Reduce call center costs up to $100K per month by creating, developing, and managing global web content within Oracle (RNT) Cloud services, including FAQs, uploading user guides.• Improve customer web experience by maintaining trouble ticket system, resolving website updates, and enhancements requested by localized teams.• Web support ticket management - reduced average resolution time from 474 hours to 262 hours.• Meet deadlines by collaborating with cross-functional teams, launching mobile devices, and programs successfully.• Generate uniform customer experience by creating (RNT) Marketing Mailing Campaign templates.• Improve brand by developing construct and managing global web content, including FAQs, uploading User Guides, and creating guided assistance tools for web and call center agents.• Increase online registrations for mobile devices by modifying registration files and database entries.• Enhance look and feel of Motorola’s support site by designing images within Adobe Photoshop.• Improve processes by submitting and following up on vanity URL creation process to IT, ensuring product URLS redirect to correct product country selector page on specified launch dates.• Support product/program launches while working in conjunction with IT teams. • Performing of UAT testing before launch of website products and programsProficient in: Online content management, Web Analytics tools, Web development program management, SEO, Oracle CMS. Adobe Photoshop Show less

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  Oracle

  Feb 2020 - now

  Senior Technical Account Manager at Oracle

  • Principal Technical Account Manager

    Sept 2024 - now

  • Senior Technical Account Manager

    Feb 2020 - Sept 2024