Carlesha Josleyn

Customer Service Professional with over 20 years of experience in leadership, client relations, and operations. Skilled in handling high-volume inbound and outbound calls, resolving customer issues, and delivering excellent service in fast-paced environments. Strong background in team leadership, problem-solving, and performance improvement. Proven ability to balance customer satisfaction with company goals.

Customer Service Representative at Conduent (2024-07 – 2025-07)

• Handled high-volume inbound calls, assisting customers with account inquiries, billing, and service issues.
• Resolved escalated concerns with empathy, professionalism, and efficiency.
• Documented customer interactions accurately in CRM systems while meeting productivity targets.
• Delivered clear communication and tailored solutions to improve customer satisfaction.
• Met or exceeded performance metrics, including quality assurance, call handling time, and customer feedback scores.

General Manager at Wendy's (2004-10 – 2024-11)

• Directed operations for a high-volume location, including staffing, scheduling, and customer service delivery.
• Achieved record-breaking $61K sales milestone, the highest in the region.
• Led, trained, and mentored teams of 25–32 employees to ensure service excellence.
• Handled customer complaints and maintained a positive guest experience.
• Oversaw budgeting, payroll, and compliance with health and safety standards.

Assistant Manager at Family Dollar (2011-09 – 2014-10)

• Supervised staff performance and supported day-to-day store operations.
• Resolved customer issues to maintain satisfaction and loyalty.
• Managed scheduling, payroll, and inventory controls.
• Supported sales growth by analyzing trends and assisting with strategic planning.

High School Diploma – Northwest High School (2006-05)