Leslie Rodgers-Buck
Ladson
Summary
Director of Customer Service with proven expertise in enhancing client satisfaction and driving operational efficiencies. Skilled in decision-making, training, and relationship building, ready to elevate customer experience initiatives.
Results-driven customer service leader with over 20 years of experience in directing successful teams. Expertise in implementing training programs and analyzing feedback to drive service improvements and enhance customer loyalty.
Overview
23
23
years of professional experience
Work History
Director of Customer Service
Fabric Services
2002.08 - 2025.09
- Directed customer service strategy, enhancing client satisfaction through tailored engagement initiatives.
- Implemented training programs, boosting team performance and knowledge in service delivery standards.
- Analyzed customer feedback to identify trends, driving improvements in service processes and policies.
- Collaborated with cross-functional teams to ensure alignment on customer experience goals and objectives.
- Led crisis management efforts, resolving escalated issues effectively while maintaining customer trust and loyalty.
- Established best practices for service operations, streamlining workflows to enhance efficiency across departments.
- Developed metrics for evaluating service quality, facilitating data-driven decision-making for operational enhancements.
Education
High School Diploma -
Elkhart Central High School
Elkhart, IN1990-05
Skills
- Complaint handling
- Call center management
- Customer satisfaction measurement
- Policy enforcement
- Sales support
- Escalation management
- Returns management
- Service improvement
- Customer service
- Problem-solving
- Time management
- Excellent time management skills
- Verbal and written communication
- Cash handling
- Decision-making
- Adherence to high customer service standards
- Relationship building
- Customer relations
- Training and mentoring
- Deadline oriented
- Positive and constructive feedback
- Work prioritization
- Meticulous attention to detail
- Exceptional telephone etiquette
- Issue resolution
- New hire training
- Administrative support
Timeline
Director of Customer Service
Fabric Services
2002.08 - 2025.09
High School Diploma -
Elkhart Central High School