Frakesia Frazier
Bunkie,La.
Summary
Always maintained a 97% satisfaction rating
Always exceeded my daily work goals
Always have a positive impact on other coworkers
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AT&T
01.2023 - Current
- Company Overview: Customer Service Authorized Retailer
- Help Customers process their bill payment
- Sale & activate phones
- Customer Service Authorized Retailer
Retail Assistant Manager
Cricket Wireless
09.2021 - 12.2022
- Developing store strategies to raise customers' pool, expand store traffic and optimize profitability
- Meeting sales goals by training, motivating, mentoring and providing feedback to store staff
- Ensuring high levels of customer satisfaction through excellent service
- Hire and train as needed to ensure adequate personnel is on hand to provide outstanding customer-service
- Ensure the store remains clean and presentable at all times
- Implement cross-training of employees and Assistant Managers to maintain productivity at all times
- Devised and implemented effective strategies to keep profit at or above 90%
- Used strategic merchandising to improve store displays and appearance
- Organized weekly meetings with store associates to discuss sales and customer service objectives
- Was in charge of disciplinary actions
- Kept an eye on security issues and kept shrinkage to a minimum
- Educated new hires on proper protocol and customer service expectations
- Coached persons on sales team on how to use effective sales techniques and provide excellent customer service
- Routine store inventories were completed by me
Consultant
Sutherland Global Services
01.2014 - 06.2016
- Kept accurate and current customer account data with manual form processing and digital information updates
- Collaborated with coworkers and managers to resolve difficult and high-level customer issues
- Was able to resolve issues by working with the Veterans department's team
- Used resourcefulness, skill, and advanced use of internal knowledge bases to respond to customer requests for products, services, and information
- Communicated with customers to assess and address individual needs, as well as provide timely and high-quality support
- Promoted the company as a superior provider dedicated to the needs and satisfaction of customers
- Provided accurate responses to questions and inquiries by maintaining advanced product knowledge
- Entered customer interaction details to track requests, document problems, and record solutions offered
- By staying on top of call scripts and maintaining control over the direction of conversations, I was able to increase productivity
- Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information
- Looked for training opportunities to improve my customer relationship management skills and increase customer satisfaction
Education
High School -
Bunkie High School
Bunkie, LA01.2014
Skills
- Sales
- Typing speed 40 WPM
- Reliable and Dependable
- Advertising
- Staff Training/development
- Detail-oriented
- Analytical
- Relationship Selling
- Perfect attendance record
- Decision-making skills
- MS Office proficient
- Positive outlook
- Delegation
- Customer satisfaction
- Customer service
- Time management
- Strong communication skills
- Highly motivated
- Team Leadership
- Organized
- Multi-task Management
- Credit and collections
- Problem solving strength
Timeline
Customer Service Representative
AT&T
01.2023 - Current
Retail Assistant Manager
Cricket Wireless
09.2021 - 12.2022
Consultant
Sutherland Global Services
01.2014 - 06.2016
High School -
Bunkie High School