Brittney Saenz-Franco
Grand Prairie,TX
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and retention at GM Financial. Leveraged excellent communication and Microsoft Office skills to resolve complex issues, fostering long-term relationships. Achieved significant improvements in customer experience through innovative problem-solving and a customer-first mindset. Adhering to a one call resolution mindset, making a seamless experience for the customer and making a better reputation for the company.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
GM Financial
09.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Created and maintained detailed database to develop promotional sales.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Serviced thousands of customers every month to their tailored needs.
Apartment Leasing Agent
Sterling Leasing
04.2017 - 09.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Created and maintained detailed database to develop promotional sales.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Serviced thousands of customers every month to their tailored needs.
Education
Associates In Progress - Finance
Tarrant County College
Arlington TXHigh School Diploma -
Trinity High School
Euless, TX06.2018
Skills
- Excellent written and oral communication
- Efficient with Microsoft Word, PowerPoint and Excel
- Customer relationship management
- Telephone etiquette
- Complaint handling
- Customer retention
- Active listener
- Customers for life mindset
Timeline
Customer Service Specialist
GM Financial
09.2022 - Current
Apartment Leasing Agent
Sterling Leasing
04.2017 - 09.2022
Associates In Progress - Finance
Tarrant County College
High School Diploma -
Trinity High School
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