Charlzette Leonard

Dedicated Customer Service Professional with over 10 years of experience delivering high-quality support in fast-paced environments, including public utilities and community-focused organizations. Skilled in managing high call volumes, resolving complex issues, and building rapport with diverse clients. Adept at handling front-desk operations, accurately documenting customer interactions, and directing inquiries to appropriate departments.

Committed to delivering compassionate, efficient service aligned with organizational values.

Senior Customer Service Representative at CenterPoint Energy (2019-01 – Present)

• Manage a high volume of inbound calls and online inquiries for gas, electric, and commercial accounts.
• Provide accurate, empathetic assistance to customers regarding billing, service orders, and account changes.
• Resolve complex issues, negotiate payment arrangements, and ensure first-call resolution when possible.
• Document all customer interactions and resolutions in SAP and CRM systems.
• Assist with creating and updating service orders, ESIDs, and permits.
• Collaborate with back-office teams to streamline customer service processes.

HR Helper Coordinator at Ambassador Transportation (2019-01)

• Scheduled interviews, assisted in new hire orientation, and maintained employment records.
• Processed background checks, contacted references, and posted job listings on recruitment platforms.
• Supported administrative functions to ensure efficient HR operations.

Bachelor's Degree in Communication (2015)

Mini Course in Communication & Conflict Resolution