FRANCESCA LEE
Portsmouth,VA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
9
9
years of professional experience
Work History
Assistant Manager
The Sweets Event
02.2023 - Current
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Maintained up-to-date knowledge of company products and services.
- Created reports on sales trends, inventory levels, and financial data.
- Implemented new procedures or systems to improve efficiency within the organization.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created and managed budgets for travel, training and team building activities.
- Maintain website with appearance, events, updating members and products.
Personal Banking Specialist
US Bank
06.2022 - Current
- Provided assistance to customers with inquiries related to their personal banking accounts.
- Conducted financial reviews for existing customers and identified opportunities for additional products or services.
- Identified customer needs and recommended appropriate banking solutions.
- Processed transactions such as deposits, withdrawals, transfers
- Maintained accurate records of all customer interactions and transactions.
- Investigated customer complaints and resolved issues in a timely manner.
- Educated customers on various bank products, features and benefits.
- Adhered to strict compliance regulations when processing banking transactions.
- Provided support during peak times by answering incoming calls from customers.
- Assist customers with navigation through online banking
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
ADMINISTRAVTIVE/CLERICAL
ALORICA INC.
11.2020 - Current
- Answer inbound calls in a timely and friendly manner
- Evaluate problems and complaints of the callers and provide proper solutions to them
- Respond to the needs of customers and provide personalized service
- Provide information on the company's products or services and generate interest in the offer
- Upsell products and services
- Research needed information using available resources
- Process orders, forms, and applications
- Route calls to other team members whenever needed
- Make relevant notes from customer interactions
- Identify any issues that customers might be struggling with
- Report on customer feedback
- Complete call logs and reports
- Manage & update customer databases
- Follow-up on customer calls
- Boost customer loyalty by offering a proper experience over the phone.
SECURITY OFFICER
TOP GUARD SERCUIRTY
08.2019 - 11.2020
- Monitored premises and recorded all activity in daily officer report for submission to Top Guard Security at close of shift
- Monitored multiple CCTV feeds to keep close eye on important areas of buildings and grounds
- Maintained stamina during long periods of sitting, walking, standing or driving while remaining focused and vigilant
- Warned persons of rule infractions or violations and evicted violators from premises
- Acted as first-responder for medical emergencies, incoming calls and code red situations prior to arrival of paramedics and law enforcement
- Monitored and authorized entrance and departure of employees, visitors and other persons
- Responded to and thoroughly investigated all reported incidents to protect company assets
- Wrote reports outlining incidents such as theft, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
CASHIER
FOOD LION
09.2018 - 06.2019
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Drove sales and add-on purchases by promoting specific item options to customers
- Helped customers find specific products, answering questions and offering advice
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers
- Worked closely with front-end staff to assist customers.
FILE MAINTANENCE
KRPGER MARKET PLACE
08.2016 - 07.2017
- Responsible for printing, hanging, and maintain tags and signs for all sales and promotions
- Responsible for maintaining price integrity
- Oversees all resets
- Provide proper leadership for a small group
- Prepared and maintained employee files with focus on completeness and accuracy.
FRONT END SUPERVISOR
KROGER MARKET PLACE
02.2016 - 07.2017
- Taught junior employees how to meet operational and sales goals with proactive strategies
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers
- Delegated work to employees based on shift requirements, individual strengths and unique training
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions
- Controlled cash movements and department expenses to maintain budgetary goals
- Connected with customers daily to understand needs, aid and collect feedback to optimize operations
- Managed customer complaints and rectified issues to complete satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
KROGER MARKET PLACE
11.2014 - 08.2016
- Assisting customers with refunds
- Managed multi-line telephone directing all calls as needed
- Responsible for all Western Union and Bill Pay transactions
- Answered multi-line phone and directed calls as needed
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Organized and maintained both physical and digital payment documentation for accurate filing and compliant record keeping
- Worked closely with front-end staff to assist customers
- Helped customers update accounts, sign up for new services and take advantage of special offers
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency
- Learned roles of other departments to provide coverage and keep store operational.
GENERAL MERCHENDISER
KROGER MARKETPLACE
10.2014 - 11.2014
- Analyzed buying trends at each store location to identify appropriate mix of inventory items for top-tier sales
- Marked clearance products with updated price tags
- Kept current on market and product trends to effectively answer customer questions
- Educated customers on product and service offerings
- Verified that all merchandising standards were maintained daily
- Completed floor replenishment to guarantee size availability and promote customer satisfaction
- Answered customers' questions and addressed problems and complaints in person and via phone.
Education
HIGH SCHOOL DIPLOMA -
JAMES J. FERRIS HIGH
06.2009
Skills
- Excellent communication both oral and written
- Proficient with Microsoft Word, Excel, and Power Point
- 53 Words per minute with 100 percent accuracy
- Managed crew of over 10 employees
- Excellent organization
- Self-Motivated
- Focused and driven to always meet deadlines and targets as required
- Adapt to all arising situations
- Ability to develop solutions to problems as they appear to the satisfaction of any client
- Employee Performance Evaluations
- Sales Monitoring
- Recruiting and Interviewing
- Product and Service Knowledge
- Adobe Creative Suite (Photoshop, Illustrator, Dreamweaver)
- Graphic and Media Design
- Social Media Management
- Brand Awareness
- Customer Engagement
- Relationship Management
- Product Demonstration
- Managing Events Start to Finish
- Budget Management
References
References available upon request.
Timeline
Assistant Manager
The Sweets Event
02.2023 - Current
Personal Banking Specialist
US Bank
06.2022 - Current
ADMINISTRAVTIVE/CLERICAL
ALORICA INC.
11.2020 - Current
SECURITY OFFICER
TOP GUARD SERCUIRTY
08.2019 - 11.2020
CASHIER
FOOD LION
09.2018 - 06.2019
FILE MAINTANENCE
KRPGER MARKET PLACE
08.2016 - 07.2017
FRONT END SUPERVISOR
KROGER MARKET PLACE
02.2016 - 07.2017
CUSTOMER SERVICE REPRESENTATIVE
KROGER MARKET PLACE
11.2014 - 08.2016
GENERAL MERCHENDISER
KROGER MARKETPLACE
10.2014 - 11.2014
HIGH SCHOOL DIPLOMA -
JAMES J. FERRIS HIGH
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