Sophie Leishear

Experience

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  Food Lion

  Jun 2019 - Jul 2021

  Assistant Manager
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  Best Egg

  Jul 2022 - now

  - Delivered exceptional customer service by proactively addressing funding errors and out-of-sync issues, ensuring timely follow up resolutions to enhance customer support and foster positive experiences.- Conducted thorough fraud analysis and promptly escalated issues as needed.- Orchestrated team culture activities to foster a cohesive and motivated work environment.- Demonstrated leadership by guiding agents through challenging situations and addressing their inquiries.- Assisted customers in navigating document verification processes, facilitating loan funding. Show less During my internship and while working alongside the Innovation team, I effectively utilized the innovation process to tackle various tasks. I conducted customer journey analyses to identify the root cause of a funding errors trend. By aggregating solutions and prioritizing them based on importance and feasibility, I streamlined our processes.Additionally, I identified and addressed issues with our dynamic dashboard messaging for the VEL department. Through research and communication with agents, I developed and implemented prompts to enhance customer self-service, resulting in reduced inbound calls and increased application submissions and funding.I also revamped existing prompts and introduced new ones to improve agent-customer communication. I successfully published these prompts to agents and am currently working on integrating them into our system for seamless usability.Furthermore, I created a baseline for the personal loan department to optimize application processes. This baseline serves as a foundation for the development of a new system aimed at ensuring a quick and smooth experience for both agents and customers. Show less

  • Operations - Verifications Agent II

    Jul 2023 - now

  • Innovation/CDE Intern

    Aug 2023 - Dec 2023

  • Operations - Verifications Agent I

    Jul 2022 - Jul 2023