Alissa Franklin
Sterling Heights,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer service representative
Hoover Electric, Plumbing, Heating and Cooling
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Unlicensed Benefit Advisor
Willis Towers Watson
Remote
06.2024 - 07.2024
- Implemented innovative strategies to streamline claims processing, reducing administrative burdens for clients.
- Managed extensive caseloads with precision, ensuring timely follow-up and resolution of all client inquiries and concerns.
- Collaborated with insurance carriers to ensure clients received the best possible coverage options and pricing.
- Developed and maintained strong rapport with clients through regular communication and outstanding service delivery, leading to high levels of trust and loyalty.
- Conducted thorough needs assessments for accurate benefits recommendations, resulting in optimal plan selections.
Manager
Dairy Queen
Commerce, White lake, Bloomfield, MI
08.2017 - 03.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High school diploma -
Holly High school
05.2019
Skills
- Communication
- Time Management
- Customer Service
- Leadership
- Problem-solving Skills
- Teamwork
- Flexibility
- Adaptability
- Good work ethic
- Punctual
- Management skills
- Microsoft office like word, excel, or power point
- Quick learner
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Conflict Resolution
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Call Center Operations
- Follow-up skills
- Scheduling
- Product Knowledge
- Appointment Scheduling
- Team Development
- Documentation
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- Product and service solutions
- Product Sales
Timeline
Unlicensed Benefit Advisor
Willis Towers Watson
06.2024 - 07.2024
Customer service representative
Hoover Electric, Plumbing, Heating and Cooling
03.2024 - Current
Manager
Dairy Queen
08.2017 - 03.2024
High school diploma -
Holly High school