Destiny Francis
Summary
Dynamic B2B/B2C professional with a proven ability to drive business growth by elevating client satisfaction and retention through the implementation of strategic solutions. Expert in developing comprehensive user/client onboarding and support programs, leveraging exceptional organizational and critical thinking skills to resolve complex challenges and foster continuous success across diverse projects.
Overview
6
6
years of professional experience
Work History
Product Specialist
PDI Technologies
04.2025 - Current
- Met with clients to discuss needs, building rapport and providing product recommendations.
- Analyzed client feedback surveys to uncover trends in customer satisfaction levels and recommend improvements accordingly.
- Utilized data analytics to track product performance, develop insights, and inform strategy decisions.
Technical Onboarding Specialist
Amplify
07.2024 - 09.2024
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Completed troubleshooting and diagnostics on company resources.
- US
Client Advocate
Pair Eyewear
09.2023 - 09.2024
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction, and maintain high CSAT scores of 95% and higher.
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes for better results.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided ongoing coaching to team members, fostering a culture of continuous improvement and growth.
- US
Account Executive
Yelp
07.2023 - 10.2023
- Collaborated with key decision makers to identify opportunities and develop ideas to deliver sales results.
- Managed accounts by providing ongoing technical support after sale was completed.
- Utilized CRM to collect, organize and manage sales data and customer information.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- US
Technical Specialist
Cision
10.2021 - 05.2023
- Collaborate with Sales, Implementation, Engineering and other teams to ensure customer success.
- Track bug and feature requests in support ticket management systems.
- Trained and mentored new hires on effective client inquiry management.
- Contributed to the creation of a comprehensive knowledge base for future reference and issue resolution.
- Analyzed system logs and monitored performance metrics for proactive problem resolution, and to meet and exceed all CSAT's.
- US
Network Specialist
Toast, Inc
05.2021 - 10.2021
- Resolved complex networking issues related to ISPs, Meraki appliances, and DHCP.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Analyze customer usage data to identify trends, anticipate challenges, and proactively address potential issues, ensuring high client satisfaction rates.
- US
Technical Specialist
Conduent (Apple)
04.2020 - 05.2021
- Monitored resolved cases to ensure quality and prevent future escalations.
- Led escalation management, drastically reducing resolution times and enhancing customer satisfaction for complex technical issues.
- Mentored junior technicians, fostering a learning environment that significantly improved team performance and knowledge retention.
- Implemented rigorous follow-up protocols, ensuring consistent high-quality customer service and preventing recurring issues.
- Analyzed performance metrics for proactive problem resolution, and to meet and exceed all CSAT's of 92% and higher.
- US
Education
Bachelors of Science - Interdisciplinary Studies
Clayton State University
Morrow, GA07.2021
Associates of Arts - Mass Communications
Georgia Military College
Atlanta, GA05.2019
Skills
- Creative solutions
- Client engagement
- Conflict resolution
- Attention to detail
- Verbal and written communication
- CRM software
- Application support
- SaaS
- Time management
Timeline
Product Specialist
PDI Technologies
04.2025 - Current
Technical Onboarding Specialist
Amplify
07.2024 - 09.2024
Client Advocate
Pair Eyewear
09.2023 - 09.2024
Account Executive
Yelp
07.2023 - 10.2023
Technical Specialist
Cision
10.2021 - 05.2023
Network Specialist
Toast, Inc
05.2021 - 10.2021
Technical Specialist
Conduent (Apple)
04.2020 - 05.2021
Bachelors of Science - Interdisciplinary Studies
Clayton State University
Associates of Arts - Mass Communications
Georgia Military College