Summary
Overview
Work History
Education
Skills
Timeline
Generic
Francesca Pepe

Francesca Pepe

Houston,TX

Summary

Hardworking and passionate job seeker with over 10 years of extensive customer service support. Detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously with a high degree of accuracy. Ready to help the team achieve company goals.

Overview

14
14
years of professional experience

Work History

Student Advisor/Customer Service Representative

Nucamp Coding Bootcamp
09.2021 - 11.2022
  • Managed incoming calls, emails, and via web-chats daily from perspectives and current students
  • Performed multiple tasks effectively in virtual environment.
  • Pointed students to relevant information about academic and personal support services available on campus.
  • Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
  • Maintained student accounts, inquiries , account changes, or registrations.
  • Closed average of 60-80 tickets through Zendesk per day.
  • Handled student complaints, feedbacks, and provide appropriate solutions.

Sales Consultant

OAK THEORY
03.2021 - 09.2021
  • Generated sale leads and increased sales by 10%.
  • Listened to customers to understand needs and refer to optimal services.
  • Presented products and services to prospective and existing customers to meet client needs.
  • Finalized work order once sale is finalized.
  • Developed and implemented sales strategies to increase profits.
  • Kept detailed records of daily activities through online customer database.
  • Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement

Install Coordinator

ADT
08.2018 - 05.2019
  • Answered 60+ incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Educated customers on special pricing opportunities and company offerings.
  • Processed weekly/monthly reports.
  • Trained workers in proper methods, equipment operation and safety procedures.
  • Carried out day-day-day duties accurately and efficiently.
  • Performed payroll weekly for technicians.

Coordinator/Customer Service Support

Abalon Exterminating Co
06.2017 - 08.2018
  • Educated customers on special pricing opportunities and company offerings.
  • Assigned multiple techs to service appointments to all 5 boroughs in NY locations.
  • Answered large volume incoming calls and emails, providing frontline customer support.
  • Handled customer complaints, feedbacks, and provide appropriate solutions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Assisted customers with needs such as opening accounts, updating account details and signing up for new services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Processed weekly & monthly reports.

Optimum Service Rep

Cablevision
10.2008 - 02.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided information about company products and services, and capitalized on upsell opportunities.
  • Assisted customers with any troubleshooting issue with their equipment and scheduled technician appointments.
  • Averaged 99% CSAT (Customer satisfaction) goal each quarter for the department.
  • Leveraged opportunities to upsell company products and services while providing information and discussing options with customers.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Accepted payments and updated accounts with latest information.

Education

Front End Developer

Nucamp Coding Bootcamp
Bellevue
02.2021

Nursing

Hillsborough Community College
Brandon, Fl
08.2008

High School Diploma -

Elizabeth High School
Elizabeth, NJ
06.2003

Skills

  • Zendesk
  • Excellent written and verbal communication
  • Compassionate and empathetic
  • Team player
  • Highly Self motivated
  • Call center support
  • Attentiveness
  • Customer Relations
  • Problem Resolution

Timeline

Student Advisor/Customer Service Representative

Nucamp Coding Bootcamp
09.2021 - 11.2022

Sales Consultant

OAK THEORY
03.2021 - 09.2021

Install Coordinator

ADT
08.2018 - 05.2019

Coordinator/Customer Service Support

Abalon Exterminating Co
06.2017 - 08.2018

Optimum Service Rep

Cablevision
10.2008 - 02.2016

Front End Developer

Nucamp Coding Bootcamp

Nursing

Hillsborough Community College

High School Diploma -

Elizabeth High School

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Francesca Pepe