Summary
Overview
Work History
Education
Skills
Timeline
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Cheryl Frank

Houston,TX

Summary

Driven by a results-focused approach, I leveraged my problem-solving abilities and customer service expertise at MCI Mass Markets to enhance customer satisfaction and loyalty. Skilled in account management and complaint handling, I consistently resolved customer issues, contributing to a significant improvement in service quality and efficiency.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

MCI Mass Markets
09.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.

St. James House Nursing Home

Nursing Home
08.2018 - 06.2020
  • Enhanced staff morale and retention through regular team meetings, professional development opportunities, and open communication channels.
  • Collaborated with interdisciplinary teams to optimize resident care outcomes and promote a holistic approach to healthcare.
  • Coordinated staff schedules to maintain optimal staffing levels throughout the facility while minimizing overtime costs.
  • Conducted performance evaluations for nursing home employees, providing constructive feedback to support their professional growth.

Alorica

Customer Service
08.2012 - 10.2018
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Education

Associate Degree in Culinary Arts - Culinary Arts

Auguste Escoffier School of Culinary Arts
Austin, TX
08.2010

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Money handling abilities
  • Complaint Handling
  • Payment Processing
  • Customer satisfaction measurement
  • Scheduling
  • Follow-up skills
  • Product Knowledge
  • Paperwork Processing
  • Documentation
  • Technical Support
  • Customer Education
  • Recordkeeping strengths
  • Account updating
  • Account Management
  • Reading Comprehension
  • Service Upselling
  • Credit adjustments

Timeline

Customer Service Representative

MCI Mass Markets
09.2022 - Current

St. James House Nursing Home

Nursing Home
08.2018 - 06.2020

Alorica

Customer Service
08.2012 - 10.2018

Associate Degree in Culinary Arts - Culinary Arts

Auguste Escoffier School of Culinary Arts

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Cheryl Frank