Looking for a job

Leah Cobb

@leahcobb

Message

I lead high-volume customer service operations, escalations, coaching, and workflow improvements.

United States

Message

What I'm looking for

I'm looking to lead customer service or operations teams where I can improve workflows, coach employees, resolve escalations, and strengthen customer satisfaction in a high-volume environment.

I've led customer service and retail operations across Spectrum, Charter Communications, Stop & Shop, and AT&T Retail, improving customer satisfaction, team performance, and day-to-day execution.

At Spectrum, I managed daily store operations, inventory control, audit preparation, reporting, staffing, scheduling, and escalated customer concerns while coaching team members on sales and engagement.

On Charter Communications' Video Repair Escalations Team, I resolved complex billing, service, and technical issues, trained 20+ agents on tools and system efficiency, and earned multiple awards for exceeding performance metrics.

Across call center and retail environments, I've built stronger workflows, maintained accurate records and compliance standards, and helped teams deliver consistent service in high-volume settings.

Experience

Work history, roles, and key accomplishments

Assistant Store Manager

Spectrum (Charter Communications)

Mar 2025 - Mar 2026 (1 year)

Managed daily retail operations including inventory control, audit preparation, and reporting. Oversaw store performance, ensuring operational efficiency and compliance with company standards.

Inventory Control Audit Preparation Reporting Team Leadership Coaching Escalation Management Customer Engagement Staffing Scheduling Operational Workflows Performance Metrics

Lead – Video Repair (Escalations Team)

Charter Communications

Jan 2022 - Jan 2025 (3 years)

Handle escalated customer issues including billing, service disruptions, and complaints. Recognized with multiple performance awards for exceeding metrics and provide coaching and feedback to team members.

Escalation Management Customer Service Coaching Training Technical Support Call Center Operations Performance Metrics Collaboration

Video Repair Technical Support Representative

Charter Communications

Jan 2021 - Jan 2022 (1 year)

Handled high-volume inbound technical support calls via phone and email. Resolved customer issues improving overall user experience and maintained system functionality through troubleshooting and testing.

Technical Support Troubleshooting Contact Center Systems Remote Support Documentation Workflow Improvement

Customer Service Department Head

Stop & Shop

Jan 2020 - Jan 2021 (1 year)

Managed day-to-day customer service operations and staff performance. Trained and supervised team members improving service quality and implemented procedures improving workflow efficiency.

Customer Service Team Supervision Training Workflow Efficiency Budget Management Reporting Escalation Management Performance Metrics

Assistant Manager

AT&T Retail

Jan 2013 - Jan 2019 (6 years)

Exceeded sales goals by 150% through strong customer engagement strategies. Managed store operations including inventory control, audit preparation, cash handling, and reporting.

Sales Customer Engagement Inventory Control Audit Preparation Cash Handling Reporting Team Leadership Coaching Escalation Management Operational Compliance Training Mentorship

Event Coordination (Volunteer)

Community Events

Supported coordination of community and local events, assisting with logistics, scheduling, and setup. Collaborated with teams to ensure smooth event execution and guest experience.

Event Coordination Logistics Scheduling Teamwork Communication Skills Organization