Virgie Leon
McHenry
Summary
Hardworking professional with proven relationship-building and time management skills in fast-paced environments. Strives to meet client and customer needs, drive satisfaction and promote long-term loyalty.
Overview
26
26
years of professional experience
Work History
Customer Care Client Specialist
Alight Solutions
Lincolnshire
12.2016 - Current
- The Client Specialist is responsible for delivering a broad spectrum of tasks, including:
- Client Delivery
- Project & Administration Delivery
- Team Development
- Personal Ownership
- Responsibilities
- Working on escalations from our client that are urgent in nature.
- Participating in quality assurance testing efforts to ensure our projects move to the production environment per requirements.
- Cleaning up participant accounts that result from systematic defects or bad data.
- Partnering with our Client Managers in the development of a project's requirements.
- Completing participant workflows or systematic edits.
- Helping teammates close out work activities if they have a larger workload.
Server
D.C. Cobbs
McHenry
08.2024 - Current
- Greet guests, present menus, answer questions about food and beverages, and recommend items.
- Assisted in training new servers on menu items and service standards.
- Accurately take food and drink orders and relay them to the kitchen and bar staff.
- Promptly and efficiently deliver food and beverages to tables.
- Handle payments using the POS system and ensure accurate financial transactions.
- Set and clear tables, maintain a pleasant dining atmosphere, and ensure cleanliness.
- Work with kitchen staff and other team members to provide a smooth dining experience.
- Address guest inquiries and complaints professionally and promptly
Bartender/Server
Copper Fiddle Distillery
Lake Zurich
01.2023 - 09.2024
- Mixed and served craft cocktails/beverages to 100+ weekly customers.
- Ensure a clean working environment for customers as well as other employees.
- Open and close multiple times a week.
- Perform opening duties, including setting up bar and prepping for evening crowd.
- Take inventory on bar stock.
- Perform all end of day duties including tallying up and verifying all cash and credit card transactions.
Senior Customer Service Representative
Alight Solutions
Lincolnshire
08.2009 - 12.2016
- Company Overview: Formerly Aon Hewitt Associates
- Respond to inbound service calls from plan participants on multiple clients in a fast-paced, high-volume call center.
- Empathize with participants and provide a resolution in a timely manner.
- Administer Health and Welfare, Defined Benefits and Defined Contribution plans.
- Reinforce plan requirements and provide adequate documentation to participants.
- Assist employees in retirement process from start to finish.
- Act as an on floor supervisor on escalated issues.
- Monitor colleague's callbacks and ensure timely resolutions.
- Train temporary and new staff members on standard call center procedures and plan requirements.
- Process behind the scenes paperwork and requests.
- Respond to online messaging sent by customers.
- Evaluate colleague calls and give feedback on performance.
- Process inbound documents from customers.
- Processed paperwork for payment requests through special procedures.
- Formerly Aon Hewitt Associates
Subcontract Collections Coordinator
LifeWatch Inc
Rosemont
03.2008 - 08.2009
- Managed patient account for clinics and hospitals.
- Researched and corrected discrepancies in patient invoices.
- Accurately billed clinics and hospitals for monthly services.
- Performed special handling for specific accounts.
- Communicated with clients via phone and/or e-mail regarding special requests or discrepancies.
- Created and executed agreements between LifeWatch and clinics and hospitals.
Teller Supervisor
Amcore Bank
Algonquin
03.2007 - 03.2008
- Maintained a high level of customer satisfaction.
- Supervised full and part time employees daily.
- Created opening and closing checklists to ensure that duties were being completed properly.
- Ensured that several branches met compliance deadlines.
- Introduced a program called 'Bragging Rights' to recognize employee achievements.
- Prepared work schedule and prioritized work.
- Resolved difficult and complex issues presented by tellers or other staff.
- Examined tellers' reports of daily transactions for accuracy.
- Validated daily cash totals when overages/shortages occurred.
- Trained new employees.
Bank Teller II
Amcore Bank
Algonquin
09.2006 - 03.2007
- Reported money discrepancies to the teller supervisor.
- Provided quality customer service.
- Assisted all customer transactions accurately and efficiently.
- Handled deposits, withdrawals, transfers and other issues concerning customer accounts.
- Responsible for all Teller I duties.
Bank Teller I
Amcore Bank
Algonquin
01.2006 - 09.2006
- Performed daily balancing duties and procedures.
- Assisted customers with banking transactions.
- Answered customer inquiries regarding their accounts or company products and services.
- Balanced secretary of state license plate stickers.
Bank Teller/Personal Banker
TCF Bank
Algonquin
04.2005 - 01.2006
- Helped customers with all of their banking needs.
- Handled complaints from unsatisfied customers.
- Assisted customers with opening new accounts.
Sales Associate
Radioshack Corp
Elgin
09.2003 - 04.2005
- Answered customer questions and helped them find solutions.
- Assisted manager with daily deposit.
- Activated new wireless accounts.
- Managed store operations when the store was without a manager.
- Cleaned and stocked store.
Customer Service Associate
TheHoneyBaked Ham Co
Rolling Meadows
09.1999 - 09.2003
- Assisted customers with orders.
- Prepared catering orders.
- Prepared deli foods.
- Made lunches to order.
- Took orders over the phone.
- Made deliveries of catering or lunch orders.
- Cleaned and sanitized work areas.
Education
Home School -
Home School
ElginSkills
- Quality assurance
- Problem solving
- Training new staff
- Task prioritization
- Complaint resolution
- Client consultation
- Project management
- Effective communication
- Time management
- Call center operations
- Escalation handling
Additional Information
Experience with inventory control and management in the retail industry., Knowledge of Human Resources Customer Service Tools., Experience with Call Center operations and technologies., Customer service, problem solving and analytical skills., Experience with government regulations as it relates to Health and Welfare plans, Defined Contributions plans and Defined Benefits Plans., Strong interpersonal communication skills, capable of mentoring and building good working relationships., Supervisory practices and principles., Basic and specialized teller functions., MS tools (Excel, PowerPoint, Word, and Access).
Personal Information
Work Permit: Authorized to work in the US for any employer.
Timeline
Server
D.C. Cobbs
08.2024 - Current
Bartender/Server
Copper Fiddle Distillery
01.2023 - 09.2024
Customer Care Client Specialist
Alight Solutions
12.2016 - Current
Senior Customer Service Representative
Alight Solutions
08.2009 - 12.2016
Subcontract Collections Coordinator
LifeWatch Inc
03.2008 - 08.2009
Teller Supervisor
Amcore Bank
03.2007 - 03.2008
Bank Teller II
Amcore Bank
09.2006 - 03.2007
Bank Teller I
Amcore Bank
01.2006 - 09.2006
Bank Teller/Personal Banker
TCF Bank
04.2005 - 01.2006
Sales Associate
Radioshack Corp
09.2003 - 04.2005
Customer Service Associate
TheHoneyBaked Ham Co
09.1999 - 09.2003
Home School -
Home School