Brenda Franquez
Hampton ,GA
Summary
Document Processing Specialist developing and implementing document control and management strategies. Stores documents correctly for easy employee access. Excellent communication and organizational skills, with proficiency in standard office software and attention to detail.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Retail professional with extensive knowledge of fashion industry, including current trends. Enjoys helping customers find stylish and affordable clothing and accessories.
Results-oriented Store Manager focused on increasing profits, reducing costs, inventory management and transforming customer service standards.
Overview
20
20
years of professional experience
Work History
Scanner and Couch
Home Depot
McDonough, GA
09.2021 - Current
Return Product Scanner and Couch
Home Depot
McDonough, GA
09.2021 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Collaborated with and managed external partners in product development process.
- Supported growing business plan to meet revenue and profitability goals.
- Collaborated with cross-functional product development teams to deliver products and solutions.
- Trained new hires to perform cross-training exercises with experienced workers.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
Project Manager and Administration
Expert Construction Concept LLC
Hampton , GA
02.2020 - Current
- Supervised hiring processes and vendor relationships to maintain smooth operations for company.
- Learned and applied preferred systems for scheduling, purchasing and problem-solving.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Assigned tasks and directed team of office clerks.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Completed bi-weekly payroll for Number employees.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Program Manager
Road To Recovery Inc
Forest Park, Georgia
10.2011 - 07.2014
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
- Created and presented data using MS Excel spreadsheets and other MS Office tools.
- Administered $Amount budget and tracked expenses.
- Resolved problems and provided solutions to customers by communicating requirements to subordinates.
- Assessed performance and scheduled cost control while maintaining contractual and internal performance requirements.
- Devised tools and benchmarks to improve team performance and monitor production.
- Identified system needs and designed processes to support business requirements.
- Developed and organized routine and special programming by factoring in slot timing, demographics and other important parameters.
- Designed infrastructure solutions to resolve business issues and improve delivery processes.
- Strategically balanced technology and business needs of organization.
- Pitched and built new programming strategies and one-off feature shows to boost audience interests and diversify offerings.
Waitress and Bartender
Frontera Mex Mex Grill Restaurant
Stockbridge, GA
08.2009 - 09.2012
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Greeted new customers, discussed specials and took drink orders.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Stayed up-to-date on menu changes to help customers make food choices.
- Upsold drink specialty items, wine selections and desserts to increase overall sales and exceed targets.
- Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Prepared specialty desserts for customers for special occasions.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
Manager and Service
Mercadito Y Taqueria Restaurant
Galveston, TX
04.2005 - 05.2007
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Created customer support strategy to increase customer retention.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
Cashier
Dolphin World Inc
Galveston, TX
02.2004 - 12.2006
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
Education
Bilingual (Spanish And English) - GED
Galveston College
Galveston, TX05.2007
Skills
- Customer Experience
- Bilingual Customer Service
- Maintaining Clean Work Areas
- Storage and Supply Management
- Efficient Routing
- Daily Logs
- English And Spanish Fluent
- Fast Reaction Time
- Problem Anticipation and Resolution
- Team Goals
- Workplace Safety
- Quality Checks
- Teamwork Skills
- Time Management
- Data Documentation
- Invoice and Manifest Review
- Inventory Organization
- Performance Goals
- Box and Container Packing
- Cash Counting
- Inventory and Supply Control
- Payment Transactions
Timeline
Scanner and Couch
Home Depot
09.2021 - Current
Return Product Scanner and Couch
Home Depot
09.2021 - Current
Project Manager and Administration
Expert Construction Concept LLC
02.2020 - Current
Program Manager
Road To Recovery Inc
10.2011 - 07.2014
Waitress and Bartender
Frontera Mex Mex Grill Restaurant
08.2009 - 09.2012
Manager and Service
Mercadito Y Taqueria Restaurant
04.2005 - 05.2007
Cashier
Dolphin World Inc
02.2004 - 12.2006
Bilingual (Spanish And English) - GED
Galveston College
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