Francesca Myers
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
16
16
years of professional experience
Work History
Owner/President of Operations
Crystals And Cream Dog Services Llc
Birmingham, United States
03.2019 - Current
- Consulted with customers to assess needs and propose optimal solutions.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated suppliers to maintain cost controls and improve operations.
- Trained and motivated employees to perform daily business functions.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Documented and detailed calls and complaints using call center's CRM database.
- Generated customer service reports to track customer satisfaction.
Paralegal/Office Manager Intern
Community Lawyers
Birmingham, United States
11.2015 - Current
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
- Gained knowledge of company policies, protocols and processes.
- calling clients
- entering data into a secure database
- setting up insurance claims
- setting up rentals for clients,
- Organizing and setting up appointments for the attorney.
Catering Specialist
Taziki's Mediterranean Cafe
Birmingham, AL
01.2014 - 01.2015
- My previous position at Taziki's involved using a computer or point-of-sale system to record the details of each order accurately.
- Ensuring that orders are delivered on time and to the correct location. This may involve contacting customers by phone, email, or text message, depending on their preferred method of communication.
- Involve organizing paperwork or using digital systems to manage documents.
- Also, included updating customer information, tracking orders, and generating reports to help management make informed decisions.
Legal Assistant
COX AND REYNOLDS LAW FIRM
Birmingham, AL
01.2012 - 01.2014
- Scheduled appointments, court appearances, and depositions for busy law firm.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Organized documents to manage paper and electronic filing systems of clients.
- Contacted clients to schedule appointments and discuss progress of cases.
- Communicated clearly and concisely with clients and staff.
Customer Service Representative Specialist
C.A.R.S Collegiate Admission Retention Solutions
Birmingham, AL
01.2010 - 01.2012
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- working with databases and transferring calls
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Analyst
AT&T Contractor
Birmingham, AL
01.2007 - 01.2010
- My previous duties at AT&T were to input data in reference to issuing AT&T employee's access badges for the South-East region.
- . I also performed tech support duties trouble-shooting building access for AT&T employee's.
- . I was required to answer a multiline telephone, and transfer/route calls to the correct department or state
- I also filed papers and worked with very sensitive information pertaining to employees.
- Managed timely and effective replacement of damaged or missing products.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Arts - Welding
Jefferson State Community College
Birmingham, AL01.2025
Bachelor of Science - Healthcare Management
Kaplan University
Davenport, IA01.2010
Skills
- Customer Relations
- Computer Proficiency
- Multi-Line Phone Talent
- Conflict Resolution
- CRM Software
- Office Equipment Proficiency
- Problem-Solving Ability
- Call Center Operations
- Technical problem-solving and troubleshooting
- EQ
- Chat Support
- POS Systems Expertise
- MS office/ G-suite
Timeline
Owner/President of Operations
Crystals And Cream Dog Services Llc
03.2019 - Current
Paralegal/Office Manager Intern
Community Lawyers
11.2015 - Current
Catering Specialist
Taziki's Mediterranean Cafe
01.2014 - 01.2015
Legal Assistant
COX AND REYNOLDS LAW FIRM
01.2012 - 01.2014
Customer Service Representative Specialist
C.A.R.S Collegiate Admission Retention Solutions
01.2010 - 01.2012
Customer Service Analyst
AT&T Contractor
01.2007 - 01.2010
Associate of Arts - Welding
Jefferson State Community College
Bachelor of Science - Healthcare Management
Kaplan University