Frances Hardy
New Britain,CT
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Manager /Front Office Manager
Hicks property management
Springfield , MA
10.2023 - 01.2025
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
Home Health Aide
Geraldine Fuller
, MA
01.2024 - 12.2024
- Improved patient outlook and daily living through compassionate care.
- Assisted in ambulation and exercise routines for clients.
- Accompanied clients to doctors' offices or on other trips outside home.
Customer Service Representative Manager
These hands
Springfield Massachusetts , MA
01.2019 - 03.2023
- Evaluated individual and team business performance and identified opportunities for improvement.
- Oversaw daily operations of department through combination of careful planning and troubleshooting.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Analyzed business performance data and forecasted business results for upper management.
Education
High School Diploma -
Holyoke High School
Holyoke, MA06-1994
Some College (No Degree) - Criminal Justice
Westfield State University
Westfield, MASkills
Professional skills in communications and writing; strong interpersonal skills; and very good PC user skills
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Detail oriented with ability to prioritize and follow through with commitments
Self-motivated, confident, reliable and able to plan and follow up on outstanding issues
Strong analytical and problem solving skills, ability to trouble shoot data
Proficient computer skills, including keyboarding, with knowledge of MS Word and Excel and insurance administration systems
Responsible, reliable, dedicated and accountable
Ability to understand and follow basic instructions and guidelines
Ability to organize thoughts and ideas into understandable terminology
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
- Performance evaluation
- Process improvement
- Team leadership
- Conflict resolution
- Cross-department collaboration
- Customer relationship management
- Effective communication
- Time management
- Sales support
Timeline
Home Health Aide
Geraldine Fuller
01.2024 - 12.2024
Customer Service Manager /Front Office Manager
Hicks property management
10.2023 - 01.2025
Customer Service Representative Manager
These hands
01.2019 - 03.2023
High School Diploma -
Holyoke High School
Some College (No Degree) - Criminal Justice
Westfield State University