Summary
Overview
Work History
Education
Skills
Timeline
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Elisabeth Frank

Portland,OR

Summary

Dedicated to maintaining efficient operations while promoting customer loyalty and keeping inventory flowing. Forward-thinking, resourceful and detail-oriented with a methodical and enterprising nature. Knowledgeable customer service and sales professional well-versed in pawn shop practices and regulations. Basic mathematical skills and a flexible approach to solving routine and complex issues. Desiring to apply experience and skills to a challenging new role with room for advancement. Multi-talented Sales Assistant adept at handling any store department. Talent for inventory management and documentation. ambitious in advancing personal expertise and company sales performance. Proven skills in promoting products and boosting revenue by connecting with customers and effectively communicating sales recommendations. Well-organized, reliable and experienced in setting up displays, restocking shelves and supporting in-store customers with knowledgeable assistance. Enhance store loyalty with unparalleled support. Flexible hard worker ready to learn and contribute to team success. Hardworking Virtual Assistant offering familiarity with Acuity, Active Campaign, Slack, and Ring Central. Passionate about business success and talented at supporting company staff, office personnel and customer needs.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Consumer Cellular
Portland, OR
10.2022 - 12.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Assisted senior agents in resolving complex problems related to digital products and services.
  • Provided technical support to customers via phone, email and chat.
  • Collaborated with other departments to ensure timely resolution of customer issues.
  • Tracked daily performance metrics such as call volume, average wait times.
  • Followed up with customers after completion of their request or issue resolution process.
  • Resolved customer inquiries promptly with a professional attitude.
  • Assisted customers with product returns, refunds, orders, billing inquiries.
  • Adhered to established policies and procedures for handling confidential customer information.
  • Identified potential issues and provided solutions for customer satisfaction.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collected deposits or payments and arranged for billing.

Virtual Assistant

OsteoStrong
Mar Vista, CA
12.2021 - 08.2022
  • Answered telephones and emails, replying to customer and issues quickly and effectively.
  • Maintained filing and recordkeeping systems with efficiency and accuracy.
  • Identified and implemented new processes and systems to reduce costs and increase efficiency.
  • Helped customers select products best fitting personal needs.
  • Educated customers on how to complete transactions through web-based or in-store options, reducing service load by empowering individuals to manage personal needs.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Worked professionally to handle client, vendor and public guest requirements.
  • Attended meetings and took meticulous notes.
  • Elevated customer satisfaction ratings by resolving issues for speedy resolution.
  • Maintained data confidentiality when inputting Personal and Credit Card information into iGo Figure system.
  • Scheduled appointments for team members and maintained updated calendar using Acuity system.
  • Responded to customer issues to provide immediate resolution and improve retention.

Lead Pawnbroker

EZCorp Corporate Office
Portland, Oregon
09.2016 - 11.2021
  • Trained newly hired employees on store procedures, delivering continued coaching to help with task prioritization.
  • Explained store policies and procedures to customers and responded to questions about loan terms.
  • Priced, tagged and resold items not retrieved by owners within specified timeframes.
  • Delivered immediate, friendly and knowledgeable service to customers seeking to bring in or purchase merchandise.
  • Valued items according to current market conditions and negotiated with customers regarding prices.
  • Evaluated item quality and value to determine correct offer amounts.
  • Arranged items for sale in display cases and on racks to achieve profit objectives.
  • Evaluated customer merchandise to make purchasing decisions for store.
  • Accepted and submitted payments to resolve outstanding loan balances or purchases of new items.

Hostess/Server

SpringRidge At Charbonneau
Wilsonville, OR
11.2013 - 09.2016
  • Cleared table and bussed dishes to allow for quick setups.
  • Stocked server areas with supplies before, during and after shifts.
  • Set up dining room to meet hospitality and service standards.
  • Resolved customer concerns with friendly and knowledgeable service.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Developed strong and lasting resident relationships.
  • Implemented sanitary food handling, holding and service protocols.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Discussed dining menu information to aid in decision process for senior residents.
  • Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
  • Observed eating patterns of residents to record proper nutrition during meal times.

Education

High School Diploma -

Sherwood High School
Sherwood, OR
06.2014

Skills

  • Inventory coordination
  • Market trend understanding
  • Training and coaching
  • Item pricing
  • Documentation skills
  • Security standards
  • Evaluation abilities
  • Estimations strength
  • Store audits
  • Negotiation and communication
  • Staff training and motivation
  • Processing payments
  • Stock management
  • Team member motivation
  • Effective customer upselling
  • Merchandising proficiency
  • iManage proficiency
  • Transporting files
  • Scheduling and calendar management
  • Technologically savvy
  • Editing and proofreading
  • Sensitive material handling

Timeline

Customer Service Representative

Consumer Cellular
10.2022 - 12.2024

Virtual Assistant

OsteoStrong
12.2021 - 08.2022

Lead Pawnbroker

EZCorp Corporate Office
09.2016 - 11.2021

Hostess/Server

SpringRidge At Charbonneau
11.2013 - 09.2016

High School Diploma -

Sherwood High School

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Elisabeth Frank