Courtney Franco
Kroger
Littleton,Colorado
14
years of professional experience
Reliable and organized job seeker with critical thinking skills. Over 9 years in assisting customers professionally and efficiently. Strong training and development skills. Clear communicator and passionate about implementing and supporting training tools on site and remotely. Excited to strategize, collaborate and work hard with various team members and departments of all levels to achieve company goals and long-term success.
Work History
Customer Service Representative
3 Years 2 Months- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Collaborated with team members to develop best practices for consistent customer service experiences.
- Provided training to new team members, fostering a collaborative environment.
- Responded to customer requests for products, services, and company information.
- Participated in training programs to enhance product knowledge and customer service skills.
Business Operations Specialist
5 Months- Collaborated with developers and product owners to effectively modernize and update primary agent-facing tool used when assisting customers with anything related to their services. The main goal is to ensure each agent has the best support available at all times.
- Carried out daily and weekly tests to identify, report and repair issues such as errors and glitches. All tools and processes are constantly being evaluated to guarantee accuracy and full functionality for all users.
- Collaborated with other departments to suggest improvements and facilitate project completions.
Corporate Training Specialist
3 Years 9 Months- Promoted training and professional development-related resources to employees to help them be more successful in their roles, with more clarity and insight about the company and the customer experience from beginning to end.
- Delivered over 300 one-on-one, small group and large group training via face-to-face, phone and web.
- Assisted in workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Provided coaching and mentoring to employees.
Team Leader
3 Years 7 Months- Assisted with new hire processing and existing training programs.
- Trained 50 team members in customer service techniques, providing feedback and encouragement toward reaching brand goals.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Established open and professional relationships with team members in various departments to achieve quick resolutions for various issues.
Customer Service Representative
1 Year 4 Months- Provided customer support to internal and external customers via telephone, email, and chat.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting and resolution tools to evaluate technical problems and find appropriate solutions in a timely manner.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Associate of Arts - Psychology
High School Diploma
Skills
Excellent Communication
Critical thinking
Data entry
Customer education
Product sales
Escalation management
Sales expertise
Assertiveness
Personal Information
Title: Customer Service And Training Specialist
Timeline
Customer Service Representative
Kroger
08.2023 - CurrentRead More
Business Operations Specialist
Dish Network Corp
06.2021 - 11.2021Read More
Corporate Training Specialist
Dish Network Corp
09.2017 - 06.2021Read More
Team Leader
Dish Network Corp
01.2014 - 08.2017Read More
Customer Service Representative
Dish Network Corp
09.2012 - 01.2014Read More
La Feria High School
High School Diploma
Read More
University of Phoenix
Associate of Arts from Psychology
Read More