Alesha Maree Franklin
Tampa,FL
Summary
Customer-focused and highly skilled professional with extensive experience in technical support, dispatch services, and hospitality. Seeking to leverage strong communication, problem-solving, and customer service skills in a dynamic customer service role within a modern business environment.
Overview
11
11
years of professional experience
Work History
Online Technical Support Agent
H&R Block
09.2020 - 01.2025
- Provided expert technical support to clients navigating the H&R Block online platform
- Diagnosed and resolved issues related to account access, tax software functionality, and payment processing
- Delivered exceptional customer service through multiple channels including phone, chat, and email
- Educated customers on system features, helping them maximize the platform's potential
- Collaborated with team members to troubleshoot complex technical issues and escalate unresolved matters
Roadside Dispatcher
Allstate
02.2017 - 07.2020
- Handled inbound customer calls and dispatched roadside assistance services to clients in distress
- Managed a high volume of emergency calls while providing calm and professional support
- Communicated effectively with drivers and clients, ensuring timely and accurate delivery of services
- Maintained accurate records of all calls and service requests, prioritizing urgent cases and ensuring customer safety
Server and Bartender
Applebee's
10.2013 - 02.2017
- Delivered high-quality customer service in a fast-paced restaurant environment
- Took customer orders, served food and beverages, and ensured guests' satisfaction
- Worked collaboratively with team members to create a positive and efficient working environment
- Trained new servers and bartenders, fostering team development and promoting excellent customer interactions
Education
High School Diploma -
Gary High
07.2009
Skills
- Exceptional Communication Skills
- Technical Troubleshooting
- Time Management
- Multi-channel Customer Service (phone, chat, email)
- Strong Problem Solving & Conflict Resolution
- Customer Relationship Management (CRM)
- Order Management Systems
- Team Collaboration & Leadership
- Sales & Upselling Techniques (hospitality experience)
Timeline
Online Technical Support Agent
H&R Block
09.2020 - 01.2025
Roadside Dispatcher
Allstate
02.2017 - 07.2020
Server and Bartender
Applebee's
10.2013 - 02.2017
High School Diploma -
Gary High
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