Leon Harrell

Experience

• 

  Comcast Cable

  Jan 2003 - Jan 2012

  Facilitate the delivery of standardized training content in a classroom setting to build workforce knowledge in Sales and Technical skills and abilities.Responsible for developing and delivering recurrent and New Hire training to Customer Account Executives (CAE) in both Sales and Technical Support organizations. Uses the appropriate training model and a guideline to aiding the support of participant skill strength, gap identification, and developmentManage classroom environment to ensure a quality learning experience.Monitor trainees’ knowledge before and after training to help determine follow-up training required.Proctor class-related LSO e-learning as certifying learners completed courses/modules.Demonstrated experience and understating of adult learning principles and adult learning styles.Provided supervision of employees during training by tracking attendance, addressing inappropriate behavior, and documenting performance and development needs. Show less Motivated and built excitement for all Retention agents in the call center environment.Reviewed, coached, and provided guidance to agents to ensure sales and retention goals established by management are met. Conducted real-time phone monitoring and coaching to service agents in order to maintain required service levels; provided immediate feedback to associates to enhance call quality and increase productivity levels.Ensured competence and continuity of quality by team members through training and development, performance appraisal, and motivation techniques. Established and maintained employee files as required; approved time, managed schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducted routine audits. Assisted in the interview process for new candidates. Developed personal performance plans with agents and provided on-going performance feedback and quarterly performance plan reviews. Established career and personal development goals with employees that enhanced skill sets and knowledge of the industry, products, and quality customer service. Show less Reviewed, coached and provided guidance to Customer Care agents to ensure retention and sale goals established by management were met. Developed and lead an effective team that proactively retained Comcast customers and effectively communicated the benefits of Comcast products and services.Collected and complied data to identify opportunities for service improvement. Ensured competence and continuity of quality by team members through training and development, performance appraisal, and motivation techniques. Established and maintained employee files as required. Assisted in the interview process for new candidates. Implemented policies and procedures as established by Senior Management. Show less Reviewed, coached and provided guidance to Technical Support agents to ensure goals established by management were met. Partnered with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role.Ensured competence and continuity of quality by team members through training and development, performance appraisal, and motivation techniques. Established and maintained employee files as required. Assisted in the interview process for new candidates. Proven leadership ability in a customer service setting; ability to motivate, coach, mentor while building team rapport and loyalty. Show less Sold High Speed Internet and Video products and services.Handled telephone and e-mail inquiries, covering full range of customer services (serviceability, sales, service problems and billing) in a prompt and professional manner. Successfully troubleshot Internet/E-Mail/modem and cable TV problems with customers; handle advanced troubleshooting problems, escalated to technical support group when appropriate. Represented Comcast in a professional and positive manner when interacting with customers (internal and external). Worked closely with the internal IT helpdesk representative and Gold Specialty Team representative to help enhance the customer experience.Assisted with managing the call center floor when needed. Show less

  • Regional Sale/Customer Care Trainer

    Jan 2010 - Jan 2012

  • Regional Retention Supervisor

    Jan 2008 - Jan 2010

  • Learning and Development Professional

    Jan 2007 - Jan 2008

  • Retention Supervisor

    Jan 2006 - Jan 2007

  • IT Support Call Center Supervisor

    Jan 2005 - Jan 2006

  • Customer Account Executive II/Level III

    Jan 2003 - Jan 2005
• 

  Express Employment Professionals

  Nov 2013 - Oct 2015

  Staffing Manager/Business Development Consultant

  During my term at Express, I had the opportunity to help companies find and recruit talent in the following areas:AdministrativeAccounting FinanceITEngineeringHuman ResourcesSalesHealthcareMedicalOffice/Clerical SupportCustomer ServiceDistribution CenterSkilled LaborLight IndustrialI have experience in permanent placement as well as contract and temporary staffing solutions, to include building staffing strategies to account for seasonal/cyclical growth demands. I have also built and manage several large contract accounts in Northern Virginia and the Shenandoah Valley.Founded in 1983, Express Professionals has grown to become the nation's largest privately held staffing firm with over 600 office locations across the US, Canada and South America. Express' mission is to help as many people as possible find good jobs by helping as many clients as possible find good people. Show less

• 

  Panera Bread

  Dec 2015 - Dec 2016

  Customer Service

  In my current role, I am involved in every aspect of customer service to ensure that the customer's experience is an exceptional one.

• 

  PSAV

  Dec 2016 - May 2019

  Audio Visual Technician

  Basic set up and operation of small to large-scale audiovisual systems in a hospitality environment while ensuring complete customer satisfaction.Equipment OperationEnsures a flawlessly executed event through accurate and timely setup, operation, and breakdown of basic audiovisual equipment. Customer ServiceStrives to exceed the expectations and needs of internal and external customers. Maintains a positive relationship with all clients through effective communication. Meets with guests on site to ensure that their needs are met and the equipment setup is working properly. Monitors events and checks in on customers throughout the events' duration. Understands and fosters the hotel/client relationship.Technical AbilityUnderstands the technical aspects of the job and demonstrates basic operational ability to troubleshoot and problem solve with equipment and software issues. Handles equipment challenges and changes in a timely and professional manner. Show less

• 

  AVMS

  May 2019 - Aug 2021

  • Audio Visual Manager

    Feb 2020 - Aug 2021

  • Audio Visual Technician

    May 2019 - Feb 2020
• 

  EXp Realty, LLC

  Jul 2021 - Jul 2024

  Real Estate Agent
• 

  INSPIRE

  Aug 2021 - now

  • Sales Manager

    Apr 2024 - now

  • Sales Manager

    Mar 2022 - Apr 2024

  • Director Of Event Technology

    Aug 2021 - Mar 2022