Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies- Dancing
Timeline
Generic

Brittany Franklin

Irmo,SC

Summary

Experienced Customer Service Supervisor bringing over 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

19
19
years of professional experience

Work History

Customer Service Supervisor

T-Mobile
12.2007 - Current
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers and employees to maintain loyalty and satisfaction.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created, prepared, and delivered reports to various departments.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Created customer support strategies to increase customer retention.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Kept high average of performance evaluations.

Dietary Aide

Lowman Home
06.2004 - 12.2007
  • Served meals to residents in accordance with established schedules and dietary procedures.
  • Kept all kitchen areas clean, tidy and free of hazards.
  • Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
  • Followed all food safety regulations while preparing meals for patients.
  • Discarded outdated food products and maintained waste disposal procedures.
  • Reported and documented resident changes in consumption or behaviors.
  • Demonstrated knowledge of menu items and corresponding ingredients.
  • Verified prepared food met standards for quality and quantity before serving to customers.
  • Cross-trained in other kitchen positions to support staff and meet customer needs and demands.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
  • Delivered nourishment and supplements to nurse station for distribution to specific residents.

Education

Associate of Science - Prenursing Studies

Midlands Technical College
West Columbia, SC

High School Diploma -

Dutch Fork High School
Irmo, SC
05.2004

Skills

  • Proficient in Microsoft Software (Word, Excel, Powerpoint, Outlook)
  • Employee Scheduling
  • Quality Assurance
  • Effective Communication
  • Adaptability
  • Product Knowledge
  • Social Media Management
  • Problem Solving
  • Training and Development
  • Call Center Management
  • Multitasking
  • Active Listening
  • Performance Monitoring
  • Data Analysis
  • Decision Making
  • Complaint Handling
  • Data Entry

Accomplishments

  • Supervised team of 40 staff members.
  • Finished Quarter with in the Top 10% of the Company in results.

Hobbies- Dancing

I love to dance! I taught dance to elementary and high school students in my free time during 2015 to 2018.

Timeline

Customer Service Supervisor

T-Mobile
12.2007 - Current

Dietary Aide

Lowman Home
06.2004 - 12.2007

Associate of Science - Prenursing Studies

Midlands Technical College

High School Diploma -

Dutch Fork High School

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Brittany Franklin