Callie Franklin
Atlanta,GA
Summary
Dynamic customer service professional committed to exceeding the expectations of internal and external clients. Proven track record in enhancing customer satisfaction and loyalty through effective relationship building and issue resolution. Skilled in analyzing problems logically, fostering collaboration among team members, and adapting to diverse situations with empathy. Proficient in Microsoft Office Suite and quick to master proprietary systems, ensuring seamless operations while consistently meeting client needs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Support Specialist
Primerica Life Insurance Company
05.2017 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
- Provided quotes upon request.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Dispatcher for thermostat
Honeywell SGS
08.2014 - 04.2017
- Assisted clients on information on energy efficiency plans and troubleshooted thermostats for clients. Also assisted with rebates on new appliances purchased. Also was responsible to up sell clients new and improved energy efficiency plans. Worked overnight shift dispatching HVAC technicians when facilities were having issues with their HVAC systems.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Co-Manager
Journeys
11.2010 - 10.2012
- Responsible for the resolution of a wide variety of customer service concerns. Logged shipped and received orders, handled cash stock and inventory balances and prepared weekly sales reports. Trained new employees by providing knowledge of specific store tasks and policies. Promptly responded to general inquiries from customers, members and staff regarding merchandise and pricing. Managed wide variety of customer service and administrative tasks. Organized store merchandise racks by size, style and color to promote visually appealing environment.
- Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
Customer Service Representative
ORKIN Pest Control
11.2009 - 10.2011
- Received incoming customer service calls and responded to a wide range of inquiries. Scheduled visits, assisted customers with their accounts, processed payments and directed escalated calls to appropriate departments to ensure satisfactory problem resolution.
Education
High School Diploma -
Central Gwinnett High School
Lawrenceville, GA05-2001
Skills
- Customer service
- Customer focus
- Multitasking and organization
- Critical thinking
- Decision-making
- CRM software
- Assertiveness
- Call center experience
- Customer relations
- Computer proficiency
- Microsoft Excel
- Product knowledge
Certification
- ALMI
- FLMI level 1
- ACS
- Licensed Customer Service Specialist -(life insurance) March 2025
Timeline
Customer Service Support Specialist
Primerica Life Insurance Company
05.2017 - Current
Dispatcher for thermostat
Honeywell SGS
08.2014 - 04.2017
Co-Manager
Journeys
11.2010 - 10.2012
Customer Service Representative
ORKIN Pest Control
11.2009 - 10.2011
High School Diploma -
Central Gwinnett High School