Lee Beal III
Cabot
Summary
Dynamic customer service professional with a proven track record at Verizon Wireless, excelling in complaint handling and problem-solving. Enhanced service delivery through process improvements, achieving a 20% increase in customer satisfaction. Adept at account management and fostering a customer-focused environment, mentoring teams to elevate performance and operational efficiency.
Overview
21
21
years of professional experience
Work History
Customer Service Coordinator
Verizon Wireless
Little Rock
06.2015 - 12.2025
- Coordinated customer inquiries and resolved issues efficiently using CRM software.
- Assisted in training new team members on customer service protocols and systems.
- Monitored service levels to ensure adherence to company standards and enhance customer satisfaction.
- Developed and implemented process improvements, resulting in streamlined operations for service requests.
- Collaborated with cross-functional teams to address escalated customer concerns effectively.
- Analyzed feedback data to identify trends and recommend solutions for enhanced service delivery.
- Led initiatives to optimize workflow, improving response times for customer interactions.
- Mentored junior staff on best practices in communication and problem-solving techniques.
Customer Service Lead
Cardinal Health
Sherwood, AR
03.2010 - 06.2015
- Led customer service team to improve response times and enhance client satisfaction.
- Developed training materials to onboard new staff and streamline operational procedures.
- Implemented quality control measures, resulting in improved service consistency and accuracy.
- Analyzed customer feedback to identify trends and drive improvements in service delivery.
- Mentored team members, fostering skills development and enhancing overall performance levels.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Front Desk and Night Auditor
Hilton Little Rock
Little Rock, AR
10.2007 - 03.2010
- Managed nightly audits, ensuring accuracy of financial transactions and revenue reporting.
- Reconciled cash drawers and resolved discrepancies to maintain balanced accounts.
- Coordinated end-of-day reports for management, highlighting key financial metrics.
- Supervised front desk operations, providing exceptional customer service during overnight shifts.
- Monitored security systems to ensure guest safety and compliance with hotel policies.
- Assisted in maintaining inventory control, overseeing supplies for the front desk operations.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
Customer Service Representative
Hilton Reservations And Customer Care
Carrollton, TX
02.2005 - 10.2007
- Resolved customer inquiries via phone and email, ensuring high satisfaction rates.
- Collaborated with team members to streamline reservation processes and enhance service delivery.
- Trained new staff on company policies and customer service best practices.
- Managed complex customer issues, applying problem-solving skills to achieve quick resolutions.
- Implemented feedback mechanisms to capture customer insights and improve service offerings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
MBA -
Prairieview A&M
Prairie View, TXSkills
- Account management
- Documentation skills
- Complaint handling
- Customer focus
- Payment processing
- Call flow maximization
- Call center experience
- Customer service excellence
- Customer service
- Customer focused
- Meticulous attention to detail
- Problem-solving
Timeline
Customer Service Coordinator
Verizon Wireless
06.2015 - 12.2025
Customer Service Lead
Cardinal Health
03.2010 - 06.2015
Front Desk and Night Auditor
Hilton Little Rock
10.2007 - 03.2010
Customer Service Representative
Hilton Reservations And Customer Care
02.2005 - 10.2007
MBA -
Prairieview A&M