Francess Smith
Atlanta,GA
Summary
Results driven Resolution specialist with 20+ years of customer service experience and 12 years of proven success with this organization. Skilled in handling escalated customer concerns, conducting root cause analysis, and delivering timely, effective solutions. Known for strong communication, problem-solving, and the ability to de-escalate complex situations while maintaining customer satisfaction and company standards.
Overview
12
12
years of professional experience
Work History
Resolution Customer Care Specialist
Toyota Financial Services
2022.09 - Current
- Investigate complex issues by analyzing account history, policies, and internal processes
- De-escalate sensitive situations while maintaining professionalism and empathy
- Provided exceptional customer support, resolving inquiries and issues effectively.
- Maintain detailed and accurate case documentation in CEP and Escalations Tracker
- Conducted training sessions for new team members during nesting.
- Conflict Resolution & De-escalation
- Managed complex account issues, ensuring timely resolutions for customers.
- Took ownership of customers issues to follow problems through to resolution.
- Provided exceptional customer support over phone, email, and/or chat
- Resolved customer concerns on first contact whenever possible
- Improved team performance by sharing knowledge and best practices with colleagues and team members in regular training or meeting sessions.
- Identified and resolved discrepancies and errors in customer accounts.
- Policy & Procedure Compliance
Customer Service Representative
Toyota Financial Services
2014.04 - 2022.09
- Assisted customers with inquiries regarding account status and payment options.
- Resolved customer issues efficiently, enhancing overall satisfaction and loyalty.
- Provided detailed information to facilitate informed decision-making by customers.
Education
No Degree - General Studies
Essex Community College, Baltimore County
Essex, MDTimeline
Resolution Customer Care Specialist
Toyota Financial Services
2022.09 - Current
Customer Service Representative
Toyota Financial Services
2014.04 - 2022.09
No Degree - General Studies
Essex Community College, Baltimore County