The document provides a summary of Leslie Tatum's qualifications and experience. It outlines her education in history and Asian studies from the University of North Florida, including a minor in Chinese language. It also details her professional experience in customer service, sales, and management roles at Windstream Communications, where she consistently exceeded goals and implemented initiatives to improve customer experience. Her technical skills include Microsoft Office and she has extensive training and experience in Chinese culture and language.

1. LESLIE TATUM
Leslie.Tatum87@gmail.com
Summary
 Trained and Experienced in management.
 Experienced Customer Service Representative who maintains a high level of
professionalism, patience and efficiency to minimize customer dissatisfaction and
increase customer loyalty.
 Resourceful sales consultant who consistently meets and exceeds productivity goals.
 Superior computer skills and telephone etiquette, as well as s trong verbal and written
communication skills.
 Technically skilled in Microsoft Outlook, Word, Excel, and Powerpoint.
 Strong background in Chinese Language.
 Extensively trained and experienced in Chinese culture.
 Well versed in modern and contemporary Chinese history.
Bachelor of Arts, History August 2005 - December 2010
University of North Florida - Jacksonville, FL, USA
Minor in Asian Studies
 Concentration in Modern and Contemporary Chinese history and culture.
Minor in Chinese Language
 Received Chinese Language Academic Achievement Award by the Department of World Languages.
 Only student in Chinese Language program to receive recognition.
Member of National Society of Collegiate Scholars
Study Abroad, Chinese Language Program July 2009 - August 2009
Nanjing Normal University - Nanjing, China
Intensive Short-term Language Study
 Awarded Scholarship for study by the Confucius Institute, Beijing, China.
 HSK Level 3 Certified (internationally recognized Chinese proficiency exam)
by the Confucius Institute
Professional Experience
Premier Service Group Supervisor April 2014 - August 2014
Windstream Communications - Charlotte, NC
 Responsible for leading a team of 12 highly engaged individuals focused on increasing
business critical NPS (Net Promoter Score) challenges.
 Responsible for administrative functions for direct reports (approving time sheets,
approving time off & vacation requests, documenting and reporting agents' monthly
bonuses, end of year reviews, and yearly raises).
 Responsible for handling customer escalations.
 Created and implemented coaching strategies to improve the customer experience.
 Partnered in creation and launch of this team that was completely unique to the company.
 Achieved record setting team NPS and First Call Resolution scores in first month after
launch.
 Increased overall departmental NPS score by 18%.
Education

2. LESLIE TATUM
Leslie.Tatum87@gmail.com
Multimedia Specialist Mar 2013 - April 2014
Windstream Communications - Charlotte, NC
 Responsible for handling online chat interactions, increasing Next Generation product sales,
and attaining a revenue quota via non-traditional channels (email inboxes, account
management for third party vendors, etc).
 Consistently surpassed quota attainment while in this role, averaging 109%.
 Partnered in Next Generation sales support and product knowledge, increasing product
sales by 104% in 2014.
 Partnered in the creation and launch of the "White Glove" Team in October 2013,
whom I led to tackle business critical Net Promoter Score (NPS) challenges.
 Coached and monitored White Glove team to drive the desired customer experience,
which led to highest achieved team level NPS score in the department in Feb 2014.
 Partnered in initiative to formalize the White Glove Team into the Premier Service
Group in March 2014.
Business Sales and Service Representative Aug 2011 - March 2013
Windstream Communications - Charlotte, NC
 Responsible for selling Windstream products and services to new and existing
customers, and to resolve customer service issues in a thorough manner.
 Achieved 118% of quota while in this role.
 In January 2013, was elected by management team to join the mentor program in which I
supported and coached newly joining team members.
 Partnered in creation of "The Gauntlet" in January 2013, which was a department-wide initiative
aimed at creating best practices that impacted the customer experience.
 Actively pursued additional responsibilities in this role, including team promotions,
communicating order accuracy to my team, acted as point of contact in
my supervisor’s absence, and actively coached to sales and the customer experience to
my teammates.