Francee Pointer
Decatur,AL
Summary
Dynamic professional with a proven track record in customer service, technical support, claims processing, and sales. Recognized for delivering exceptional results through meticulous attention to detail and a commitment to exceeding customer expectations. Collaborative team player dedicated to promoting products and services while actively seeking opportunities for professional growth and advancement. Eager to contribute skills and expertise in a challenging role that fosters both personal and organizational success.
Overview
27
27
years of professional experience
Work History
Customer Service Representative (CSR), Customer Service Representatives
Senture/Fema
11.2024 - Current
- Assist applicants with applying for federal level disaster assistance and process of application inquiries and rewards questions
- Implemented process improvements that streamlined operations and reduced response times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Data Entry
- Managed high volumes of calls, demonstrating strong communication and problem-solving skills.
- Actively listen to applicants and resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Met customer call guidelines for service levels, handle time and productivity.
Outbound Sales Representative
SP Data Digital
02.2022 - 10.2024
- Outbound sales for fiber internet, data entry and confirming order
- Conducted outbound calls to engage potential customers and promote services.
- Developed strong product knowledge to effectively address customer inquiries and concerns.
- Utilized CRM software to track leads, manage customer interactions, and update sales progress.
- Leveraged strong negotiation skills to close deals beneficial to both company and customer.
- Maintained accurate records of sales activity and customer feedback for continuous improvement analysis.
Inbound Customer Service Representative
Comcast Cable and Xfinity Internet
05.2022 - 10.2023
- Inbound sales for new customers and assisting with current customers services and needs.
- Proving billing questions, payment arrangements and take payments.
- Create orders for home residential services & mobile sales and schedule installations.
- Resolved customer inquiries regarding service issues and billing discrepancies promptly and effectively.
- Provided technical support for Xfinity Internet services, enhancing customer satisfaction and engagement.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
Technical Support Representative/Sales
Asurion
04.2022 - 01.2023
- Assist customers with activations, bill inquires, troubleshooting devices, and sales
- Resolved technical issues for customers efficiently, ensuring high satisfaction levels.
- Provided timely support through various communication channels, enhancing user experience.
- Collaborated with cross-functional teams to escalate unresolved issues and streamline processes.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Customer Service Representative/ Tech Support
Sitel
07.2020 - 03.2022
- Assist At&t U verse and DTV customers with tv, phone, email and internet
- Assist Intuit software customers with software issues and help with questions regarding their fees and charges for software use.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Schedule technicians, telemarketing, and assist with orders for new service and account billing questions
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed multiple communication channels, ensuring timely responses to client needs.
Sales Associate
Walmart
12.2015 - 01.2019
- Apparel Sales, Restock/Inventory, Price Adjustments, & Claims and loss prevention surveillance
- Assisted customers in selecting merchandise, providing personalized recommendations to enhance shopping experience.
- Maintained knowledge of current fashion trends and product features to effectively communicate benefits to customers.
- Managed fitting rooms efficiently by organizing garments according to size, style, and color while providing personalized assistance to customers as needed.
- Greeted customers, identified needs and provided product advice.
- Assisted customers with selecting clothing items and accessories based on individual needs.
- Managed inventory levels to ensure popular items were always in stock, maintaining customer satisfaction and sales consistency.
- Assisted customers with fitting room needs, enhancing their shopping experience and increasing likelihood of purchases.
Packer and Inspect Cans
Alliance HR- ITW Sexton Cans
08.2014 - 10.2014
- Packing
- Responsible for achieving production requirements.
- Made sure that products were produced on time and are of good quality.
- Monitored product standards and quality-control programs.
- Prepared and maintained production reports
- Maintained necessary level of communications between shifts.
- Operated packaging machinery to ensure efficient can production and quality control.
- Inspected finished products for defects and ensured compliance with industry standards.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
Production Worker
Wayne Farms
03.2001 - 08.2013
- Line Worker
- Packaging Product
- Adage Clerk/ Shipping
- Tender Inspector
- Operated machinery to ensure efficient production flow and maintain quality standards.
- Conducted routine inspections of equipment to identify maintenance needs and prevent downtime.
- Boxed, labeled, and transported items to support assembly operations.
- Coordinated shipping and receiving activities, ensuring accuracy in order processing.
- Used hand-held scanners and physical logs to accurately track item movements.
Customer Claims Associate
Teletech @ home- Bank of America
09.2008 - 07.2013
- Enrolling Participates & Group Admin Groups with 2 yrs supervision over 15+ associates day to day tasks
- Web Technical Support
- Filing Claims for Reimbursements
- Processed claims efficiently, ensuring adherence to company policies and regulatory requirements.
- Analyzed claim information to identify discrepancies, improving accuracy in processing workflows.
- Managed complex claims inquiries, resolving issues promptly to maintain high service standards.
- Followed up with customers on unresolved issues.
- Posted payments to accounts and maintained records.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
Assembly
Delphi
02.2005 - 06.2010
- Collated components for assembly.
- Fabricated large and small parts per drawing and assembled parts as required.
- Quality Control
- Responsible for achieving production requirements.
- Conducted routine maintenance on assembly equipment, reducing downtime due to malfunctions.
- Collaborated with engineers and designers to optimize assembly procedures for new products.
- Assisted in the assembly process for increased productivity and timely completion of projects.
Sales Associate
Heilig Meyers
05.2003 - 06.2005
- Assisting customers.
- Quickly handling any concerns that customers may have.
- Cash handling, answering phones.
- Efficient knowledge of sales floor to quickly answer customers questions
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted in maintaining store inventory accuracy through regular stock checks and organization.
- Assisted customers in product selection and inquiries, enhancing overall shopping experience.
- Maintained organized merchandise displays, ensuring compliance with company standards.
- Monitored sales floor for cleanliness and safety, adhering to company policies.
- Implemented promotional displays, driving product visibility and customer engagement.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Increased customer satisfaction by consistently providing knowledgeable assistance and friendly service on the sales floor.
- Actively listened to customers'' needs and preferences, suggesting relevant products tailored specifically for their requirements.
Assembly
Presolite
01.1999 - 10.2002
- Fabricated large and small parts per drawing and assembled parts as required.
- Responsible for achieving production requirements.
- Assisted machine operators with finished pieces.
- Collated components for assembly.
- Reduced downtime, promptly troubleshooting and resolving mechanical issues during assembly process.
- Maximized efficiency in production processes by optimizing assembly line configurations.
- Placed raw materials into manufacturing machines to aid in assembly process.
- Managed hydraulic and mechanical systems for drilling assembly.
- Reduced product assembly errors, meticulously following detailed assembly instructions.
- Enhanced product assembly line speed without compromising on quality, meeting increased demand.
Education
High School Diploma -
Lawrence County High School
Moulton, AL05-1994
Associate of Arts - Business Administration
Axia College of The University of Phoenix
Phoenix, AZ05-2007
Bachelor of Arts - Criminal Justice
University of Phoenix
Phoenix, AZ09-2009
Master of Science - Information Systems And Security
University of Phoenix
Phoenix, AZ04-2011
Skills
- Customer engagement strategies
- Skilled in executing outbound sales strategies
- Goal-oriented mindset
- Proficient in CRM software
- Analytical problem-solving
- Effective listening skills
- Clear communication
- Adaptability to change
- Customer relationship management
- Effective conflict resolution
- Problem resolution
- Network configuration
- Remote technical support
- Attention to detail
- Active listening
- Customer service
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Microsoft Office Suite
- Customer relationship management (CRM)
- Building rapport
- Technical support
- Customer education
- Information security
- Warehousing functions
Timeline
Customer Service Representative (CSR), Customer Service Representatives
Senture/Fema
11.2024 - Current
Inbound Customer Service Representative
Comcast Cable and Xfinity Internet
05.2022 - 10.2023
Technical Support Representative/Sales
Asurion
04.2022 - 01.2023
Outbound Sales Representative
SP Data Digital
02.2022 - 10.2024
Customer Service Representative/ Tech Support
Sitel
07.2020 - 03.2022
Sales Associate
Walmart
12.2015 - 01.2019
Packer and Inspect Cans
Alliance HR- ITW Sexton Cans
08.2014 - 10.2014
Customer Claims Associate
Teletech @ home- Bank of America
09.2008 - 07.2013
Assembly
Delphi
02.2005 - 06.2010
Sales Associate
Heilig Meyers
05.2003 - 06.2005
Production Worker
Wayne Farms
03.2001 - 08.2013
Assembly
Presolite
01.1999 - 10.2002
High School Diploma -
Lawrence County High School
Associate of Arts - Business Administration
Axia College of The University of Phoenix
Bachelor of Arts - Criminal Justice
University of Phoenix
Master of Science - Information Systems And Security
University of Phoenix