Florence Lewis
Richmond
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Enterprenue
American Sharman
Sugar Land, TX
02.2019 - 11.2025
- Managed staff recruitment, training, and performance evaluations to build a skilled workforce.
- Developed marketing strategies to increase brand visibility and customer engagement.
- Analyzed sales data to identify trends and implement targeted promotions for revenue growth.
- Fostered relationships with suppliers to negotiate favorable terms and improve product selection.
- Led initiatives for community outreach, enhancing local presence and customer loyalty.
- Managed daily cash flow effectively while adhering to company guidelines on deposits, expenditures, account reconciliations.
- Managed labor, inventory and overhead costs effectively to maintain business profitability.
- Recruited and trained high-quality staff, resulting in increased customer satisfaction and loyalty.
- Oversaw payroll, business planning and marketing for franchise operations.
- Coordinated business paperwork such as contracts, employee files and tax submissions with good organizational skills.
- Established strong relationships with local businesses to foster community support and drive foot traffic to the franchise location.
- Organized successful community events promoting the franchise''s brand to drive increased awareness and customer engagement.
- Successfully resolved customer issues with diplomacy and professionalism, ensuring repeat business from satisfied clientele.
- Adapted to rapidly changing industry trends by remaining knowledgeable about new products, technologies, and competitor offerings.
- Cultivated strong relationships with customers via in-store connections and strong social media presence.
- Implemented inventory control systems to reduce waste and optimize product ordering processes, thereby improving profitability.
Customer Service Representative
Hunts Global LLc
Houston TX
01.2016 - 05.2018
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Coordinated communications between staff, clients, vendors, and management.
- Ordered, tracked, and verified all orders, maintaining up-to-date product knowledge.
- Responsible for maintaining and updating Customer Relationship Management Software.
- Managed large amounts of incoming calls and generate sales leads.
- Identified and assessed customers' needs to achieve satisfaction and resolve any problems with accuracy and efficiency.
- Built sustainable relationships with customer accounts through open and interactive communication.
- Kept accurate records of customer interactions, process accounts, and file documents.
- Followed communication procedures, guidelines, and policies, taking the extra mile to engage customers.
Scheduler/Customer Service Representative
Kinectic Therapeutics
Sugarland Tx
02.2013 - 11.2015
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
- Improved overall workflow efficiency by collaborating with team leads to identify bottlenecks, establish priorities, and develop solutions for process improvement.
- Facilitated smooth handovers between shifts by creating comprehensive documentation of completed tasks and pending items for follow-up action.
- Handled calls (averaging ~75 calls per day)
- Researched and communicated complex information in a clear/concise manner
- Navigated and worked in multiple systems/websites simultaneously.
- Provided assistance to prospective clients and patients, regarding any questions or inquiries related to insurance coverage, financial responsibilities, and/or billing (telephone interactions)
- Received and processed credit card payments over the phone adhering to PCI compliance protocols
- Documented telephone conversations clearly and accurately in the respective systems
- Updated and maintain records in the billing system, including the review of accounts, payment collections and case notes
- Maintained patient confidentiality and adhered to HIPAA guidelines/regulations
- Assisted with other duties as assigned
Education
MBA - Finace
University of Houston - Clear Lake
Houston, TX05.2013
Bachelor of Arts - Finace
Howard University
Washington, DC05.2003
Skills
- Data Collection
- Scheduling
- Consultative Sales
- Paperwork Processing
- Appointment Scheduling
- Data Entry
- Call Management
- Problem-solving abilities
- Microsoft Office Suite
- Customer Service
Timeline
Enterprenue
American Sharman
02.2019 - 11.2025
Customer Service Representative
Hunts Global LLc
01.2016 - 05.2018
Scheduler/Customer Service Representative
Kinectic Therapeutics
02.2013 - 11.2015
Bachelor of Arts - Finace
Howard University
MBA - Finace
University of Houston - Clear Lake
Personal Information
Title: Customer Service