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Crystal J. Franklin615 E Wonsley Dr. Apt.246 Austin, TX 78753 (512) 774-4779 [email protected]
Extensive experience in call center management, customer service, office support, word processing, specific tools /procedures/ resources, and computer applications, coupled with a strong educational background. Possess impeccable spoken and written communication skills, an advanced ability to evaluate/ adapt to changing situations, and an unmatched commitment to productivity.
Supervise Team of 55+ Budget Preparation Perform QA/ Side by Sides
55 W.P.M./ 99% Accuracy Train/ Mentor Maintain Multiple Data Bases
Telephone: Cloud-Based System; Automated OB/ IB Call System; 6 Line System; Data Collection; Debt Collection; Appointment Setting; Customer Complaints
Computer: Workforce; Qarma; Help Spot; Microsoft Office Suite: Word, Power Point, Excel, Access, Outlook, Publisher, InfoPath; Chrome, EI
Experience:
Customer Experience Associate / Work at Home AgentFULL Creative - Austin, TX 78753 April 2016 – Present
Manage a high-volume workload within a deadline-driven environment. Resolve an average of 750 inquiries in any given week and consistently meet performance benchmarks in all areas (speed, accuracy, volume).
Consistently earn 100% marks in all categories including data collection, communication, listening, problem resolution, and call quality.
Adapt to an ever changing call flow of more than 1,500 clients including doctor's offices, law firms, insurance companies, and much more.
Record accurate and concise messages, transfer calls to correct person or department, schedule appointments, assist the customer with online purchases.
Flexible with constant changing customer communication such as web chat, email, and phone.
Supervisor/ Work at Home AgentNexxlinx (Golfnow Campaign) - Austin, TX 78753 May 2014 – January 2016
Maintain a high level of professionalism, patients, and efficiency to minimize customer dissatisfaction and increase customer loyalty. Administer “On the Floor” training, mentoring, and coaching, ensuring success of all agents
Attain fast-track promotion through series of increasingly responsible positions. Received recognition of Operations Manager, Supervisor, QA Supervisor and Nexxlinx VP.
Analyze call center metrics and reports, identify areas to improve, implement measures that improve service levels and achieve team objectives.
Generate hourly/ end of day reports; draft email promo(s), receipts, and overrides; regularly communicate with other locations providing best possible customer support.
Improve agent morale and retention by increasing team participation, leveraging idle time, and offering performance incentives, generating higher customer satisfaction and loyalty.
Crystal J. Franklin615 E Wonsley Dr. Apt.246 Austin, TX 78753 (512) 774-4779 [email protected]
General Line Grocery Broker (Assistant)Best Buy-Foods - Alto, MI 49302 April 2004 - March.2007
Cultivate an immediate rapport with new/ existing clients while promoting a company image of professionalism, integrity, and quality through all forms of communication.
Increase territory sales volume by advising operators on how to manage their food cost, add bottom line sales and marketing new products.
Compile in-depth and up to date Data Base of order/ delivery logs and P&L statements. Build and sustain strong professional relationships with food manufacturers, retailers, distributors, and
clients resulting in long term client loyalty. Coordinate presentations at trade shows and with perspective buyers, sales teams, and distribution
representatives developing new opportunities for profit growth.
Telemarketer/ Debt Collection Sun Telemarketing - Grand Rapids, MI 49505 September 2001 - December 2004
Consistently meet/ exceed quotas, by employing a great deal of persistence, patience, and sensitivity to the customer needs and apprehensions
Compose sales/ collection script(s) which were quickly adopted by the department and effectively increased agent success rate.
Train agents on technique/ presentation, creating higher revenues for the client and, higher commission for employees.
Successfully collect money on past due accounts, arrange for debt repayment or establish a payment schedule based on customer’s financial situations.
Attend bi-weekly “Team Efficiency” meetings, offering a diversity of knowledge, ideas, tools, and camaraderie.
Education:
Computer Application Specialist - TrainingGrand Rapids Community College; Grand Rapids, MI
2007
Massage TherapistOlympia Career Training Institute; Grand Rapids, MI
2002
Office Occupations and Clerical Services - CertificateKent Career Tech. Center; Grand Rapids, MI
2001
