CALANDRA FRANCIS

Oversees the daily operations of the customer service department, leading customer service agents in successfully achieving company initiatives. Essential responsibilities include training agents, retaining customers, and coordinating with other department heads

• Supervised daily operations, ensuring adherence to customer service standards and protocols.
• Developed and implemented customer feedback processes to improve service quality.
• Resolved escalated customer inquiries, enhancing satisfaction through efficient conflict resolution.
• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Managed scheduling and staffing, ensuring adequate coverage during peak service times.
• Coached employees through day-to-day work and complex problems.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

• Oversaw daily office operations to ensure efficiency and productivity across departments.
• Managed scheduling and logistics for catering events, optimizing resource allocation.
• Developed and implemented organizational systems to streamline inventory management processes.
• Trained and mentored administrative staff, fostering a collaborative team environment.