CALVIN FRANKLIN
Customer Service Professional
Canton,GA
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of support desk and providing white glove customer service operations. Proven leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset. Analytical and organized professional experienced in developing strategies, setting goals and training employees. Confident and decisive when communicating goals and vision to succeed. First-class problem solver with excellent interpersonal skills.
Overview
5
5
years of post-secondary education
Work History
SENIOR SPECIALIST
RACETRAC PETROLEUM, INC
Atlanta, GA
2008 - 2021
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Supported department leadership in implementing new policies, procedures and controls. Worked with senior management to develop internal career path increasing promotions and reduction of turnover.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Verified accuracy and effectiveness of reporting processes, effectively using ServiceChannel to track and model data for management review.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration resulting in 25% reduction in turnover.
- Provided information to internal departments through various reports and presentations as requested.
- Senior team leader mitigated and resolved all escalated issues.
- Maintained current understanding of market conditions, compliance standards and best practices.
- Facilitated training and onboarding staff (15+ team members) to enforce quality, safety and sanitation guidelines.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Managed schedule hours
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
Loan Originator
Louisiana Home Mortgage
Baton Rouge, LA
1999 - 2008
- Increased loans and earnings by establishing 15 new accounts weekly.
- Collaborated with sales agents, financial planners and accountants to attract clients and enhance beneficial partnerships.
- Prepared documents for customers, submitting and overseeing through each step of closing process.
- Examined customer loan applications for loan approvals and denials.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Operations Manager educated, trained, and developed loan originators as well as oversaw receptionists and administrative team's daily duties
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Interviewed applicants to assess loan requirements before suggesting offers.
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
- Collected information from banks, institutions and employers to assess applicant eligibility.
Education
BBA - Business Administration
HOWARD PAYNE UNIVERSITY
Brownwood, TX 1988 - 1993
Skills
20 Years experience in providing white glove customer service
Collaborator for effective strategy and performance improvements
Excellent communicator, both oral and written
Problem seeker and solver
Positive atmosphere promoter
Calm under pressure, flexible and adaptiveProactively seeks feedback from all levels of leadership
Engaged and empathic listener
Team motivator and proven leader
Accurate in reporting and documentation
Analytical and Critical Thinking
Training and Development
Dependable and Responsible
Timeline
BBA - Business Administration
HOWARD PAYNE UNIVERSITY
1988 - 1993
SENIOR SPECIALIST
RACETRAC PETROLEUM, INC
2008 - 2021
Loan Originator
Louisiana Home Mortgage
1999 - 2008