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
Timeline
BBA - Business Administration
HOWARD PAYNE UNIVERSITY
1988 - 1993
SENIOR SPECIALIST
RACETRAC PETROLEUM, INC
2008 - 2021
Loan Originator
Louisiana Home Mortgage
1999 - 2008
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