Brianna Franco
Harrison,NJ
Summary
I am a seasoned Bloomberg Customer Specialist at Bloomberg LP, with over 4 years of customer service experience providing top-notch assistance and troubleshooting for clients. I graduated as a Student Intern at NPower where I learned a robust skill set in security, infrastructure, and troubleshooting and has equipped me to excel in resolving customer issues effectively. I thrive as a collaborative team player, possess a quick learning ability, and am a highly motivated professional committed to continuous growth and excellence in customer success roles. My track record of delivering results and consistently surpassing performance metrics makes me a valuable asset.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Specialist
Bloomberg
01.2022 - Current
- Delivered consistently high levels of customer satisfaction, maintaining a remarkable 98% customer satisfaction rate
- Responded to customer inquiries and resolved issues with efficiency and professionalism
- Proficiently addressed and resolved technical issues, achieving a 89% first-call issue resolution rate
- Collaborated with internal teams to escalate and resolve complex technical challenges promptly
- Actively collected and analyzed customer feedback, both positive and negative, to identify trends and opportunities for enhancement
- Implemented 25% of customer-driven improvements, enhancing the overall user experience
- Collaborated cross-functionally with product development, sales, and marketing teams to share insights and align strategies
- Contributed to the development of client-focused product enhancements.
Bilingual Customer Service Specialist
Premiere Response
05.2019 - 02.2021
- Exceeded performance targets consistently, including meeting or surpassing daily call volume quotas, response time goals, and customer feedback metrics, outperforming peers by 29%
- Collaborated seamlessly with cross-functional teams, including product development, quality assurance, and training departments, resulting in 25% faster issue resolution times and streamlined processes
- Analyzed and leveraged customer feedback, implementing 30% of customer-suggested enhancements that elevated customer satisfaction levels.
Account Executive
Ora Group International
06.2018 - 04.2019
- Surpassed monthly and quarterly quotas by an average of 10%, consistently achieving of the company's revenue targets
- Fostered and expanded client relationships, resulting in a 35% increase in client retention and repeat business year over year
- Analyzed market trends and competitor strategies, providing critical insights that contributed to a 20% increase in market share.
Education
Information Technology Project Management
NPower
Newark, NJ06.2021
Kearny High School
Kearny, NJ06.2018
Skills
- Customer Experience
- Analytical Skills
- Troubleshooting
- Leadership
- Identity and Access Management (IAM)
- Presentation Skills
- Communication
- Problem Solving
- Interpersonal Skills
- CRM Systems
- Software as a Service (SaaS)
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
Bilingual Customer Service Specialist
Bloomberg
01.2022 - Current
Bilingual Customer Service Specialist
Premiere Response
05.2019 - 02.2021
Account Executive
Ora Group International
06.2018 - 04.2019
Information Technology Project Management
NPower
Kearny High School
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