Frances Estelle
Guest Services Inc.
Bangor
8
years of professional experience
Work History
Bangor Support Team Lead
6 Months- Initiate and verify Not In Person Wires
- Learn and coach associates on rubric to guide ways to improve quality of customer interactions
- Follow up with customers on active disputes to ensure we have all the required information to avoid bank loss and give the customer the best chance of winning disputes
- Direct customer feedback to appropriate leadership members and follow up when needed
- Mentored team members, fostering a culture of continuous improvement and professional growth.
Senior Bangor Support Specialist
11 Months- Cover time in manager chat to assist associates with questions
- Collaborated with other departments to resolve escalated customer inquiries efficiently.
- Assisted escalated customers and de-escalating with problem solving while under pressure
- Lead direct connect meetings when needed
Unit Coordinator
5 Years 2 Months- Completed daily reports for each unit and entered them into the accounting system (Peoplesoft)
- Paid invoices through our accounting system in a timely manner
- Put new employees into the time clock, adjusted time sheets for PTO and submitted payroll every other week
- Entered credit from vendors for any damaged or expired product
- Created the schedule for employees and adjusted accordingly for time off requests while making sure all stores were staffed
- Submitted change orders for the safe to have sufficient money for cashiers drawers
- Hired employees and conducted interviews
- Ensuring new hires had completed the appropriate paperwork in a timely manner and completed the manager portion of the I-9 verification
- Turned in direct deposit forms and payroll adjustments for new hires
- Worked with vendors to supply stores with merchandise, food and beverages
- Counted and submitted inventory at the end of each month
- Provided any extra help for cashiering, restocking or customer service during peak times
- Planned and managed events/weddings taking place and keeping contact with the guest having the event
Call Center Supervisor
7 Years 2 Months- Interacted with guests by phone, email and in person to provide information and direct to desired staff members
- Paid invoices and entered daily reports
- Contacted reservation system company to make adjustments and updates to reservation system
- Trained new employees in phone and reservation systems
Call Center Agent
8 Years 2 Months- Provide information regarding merchandise and pricing
- Taking calls with efficiency while also maintaining good customer service
- Providing refunds, switching reservation times and dates
- Accommodating to upset guests and finding the best way to keep the guests happy
- Processing card information and informing guests of our policies for making reservations
- Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations
Senior Bangor Support Associate
6 Months- Assisted customers through secure chat feature in addition to assisting customers over the phone
- Resolved customer complaints promptly and professionally.
- Demonstrated ability to quickly learn new software applications and troubleshoot complex problems.
- Collaborated effectively with other departments within the organization to resolve customer issues quickly.
- Assisted in the training process for new employees and in specific areas (Everblue Credit Cards, Plinq, Buoy Local)
Bangor Support Associate
11 Months- Handled high-volume inbound and outbound calls while providing accurate information on banking products and services
- Assisted customers with account inquiries, transactions, and problem resolution while maintaining a high level of professionalism
- Educated customers on digital banking tools, account features, and fraud prevention best practices
- Able to adapt to new policies within the bank to keep compliance with regulations
Beauty Manager
1 Year 10 Months- Process and distribute incoming inventory to the department
- Oversee the process from switching to a new Beauty retailer within JCPenney, including cleaning out all inventory, ensuring tasks were completed on time so the project would be completed within the timeframe
- Creating schedules and hiring to appropriate headcount
- Staying informed on daily goals and sales plan, communicating said goals with my team to ensure the best outcome
- Utilized Microsoft Word, MicroStrategy, and Excel on a regular basis for reporting, sales plan and projects within the space to help keep my team motivated
- Processing stock ledger updates to keep store inventory accurate and to help prevent shrinkage
- Organizing defective merchandise and returns in the appropriate hazmat containers
- Providing excellent customer service and knowledge to each client to ensure they have a good experience at our location
Education
High School Diploma
Skills
Management
Problem solving
Communication
Leadership
Timeline
Bangor Support Team Lead
Bangor Savings Bank
02.2026 - CurrentRead More
Senior Bangor Support Specialist
Bangor Savings Bank
09.2025 - CurrentRead More
Senior Bangor Support Associate
Bangor Savings Bank
03.2025 - 09.2025Read More
Bangor Support Associate
Bangor Savings Bank
04.2024 - 03.2025Read More
Beauty Manager
JCPenney
06.2022 - 04.2024Read More
Unit Coordinator
Guest Services Inc.
06.2021 - CurrentRead More
Call Center Supervisor
Guest Services Inc.
06.2019 - CurrentRead More
Call Center Agent
Guest Services Inc.
06.2018 - CurrentRead More
Central High School
High School Diploma
Read More