Franchas'A Douglas
Stockbridge,GA
Summary
Enthusiastic customer service representative with in-depth knowledge of sales, Account management and training. Reliable Customer Service Representative with an extensive track record Active listening skills Sharp problem solver Courteous demeanor Top sales performer Customer service expert Telecommunication skills Adaptive team player Developed strong set of transferable skills in high-paced support environment, focusing on problem resolution and customer satisfaction. Demonstrated abilities in technical troubleshooting and effective communication. Seeking to transition into new field to leverage these skills in fresh context. Offering strong foundation in customer service and willingness to learn and grow in support role. Contributes understanding of technical troubleshooting and effective communication to identify and solve customer issues. Ready to use and develop problem-solving and interpersonal skills in role.
Overview
12
12
years of professional experience
Work History
Branch Product Support Representative
Wells Fargo Bank
06.2022 - 06.2024
- Demonstrate an exceptional internal customer experience on every call
- Collaborate and consult with peers and managers to resolve issues and achieve goals
- Receive direction from leaders and exercise independent judgment while developing the knowledge to understand the function, policies, procedures, and compliance requirements
- Managed high-stress situations effectively, remaining calm under pressure while maintaining focus on delivering exceptional service levels at all times.
- Streamlined support processes by creating comprehensive documentation of common issues and resolutions.
- Identified opportunities for upselling or cross-selling products based on customers'' needs, contributing to increased revenue generation.
- Managed approximately 80-110 incoming calls per day from customers.'
- Maintained product management staff by recruiting, selecting, orienting and training four employees.
Associate Customer Success Representative Everyday Banking
Wells Fargo
05.2017 - 06.2022
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
- Worked closely with sales teams to ensure smooth handoffs of newly acquired clients, paving the way for long-term account stability.
- Managed strategic relationships with key partners, reinforcing collaborative partnerships that drove mutual success for all parties involved.
- Boosted customer retention through diligent follow-up and relationship-building efforts.
- Optimized customer success workflows by identifying bottlenecks and implementing process improvements accordingly.
- Managed approximately 10-15 incoming Calls per hour
Online Support Specialist
Maximus
11.2015 - 04.2017
- Assisted in the development of internal policies related to online support services that resulted in improved consistency across all agents'' performance.
- Monitored customer feedback for continuous improvement opportunities and implemented necessary changes to enhance the user experience.
- Collaborated with developers to test new product features, ensuring seamless integration and minimal disruption for users during rollout phases.
- Partnered with sales teams to provide pre-sales technical consultations, increasing conversion rates of prospective clients into long-term customers.
- Collaborated with cross-functional teams to develop and implement new software features, improving overall product functionality.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues through online support channels.
Cashier/ Customer Service
Shoprite
08.2012 - 08.2015
- Prevented store losses using awareness, Attention to detail, and integrity
- Maintained up-to-date knowledge of store policies regarding payments and returns
- Excelled in exceeding daily Price Plus Card application goals
- Cross-trained and provided backup for other customer service representatives when needed
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
No Degree - Information Technology
DeVry University
Remote 04.2025
High School Diploma -
Ravena Coeymans Selkirk Central High school
Ravena, NY06.2011
Skills
- Microsoft SharePoint
- Computer Networking
- Empathy and patience
- Client relationship building
- Escalation management
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Computer skills
Timeline
Branch Product Support Representative
Wells Fargo Bank
06.2022 - 06.2024
Associate Customer Success Representative Everyday Banking
Wells Fargo
05.2017 - 06.2022
Online Support Specialist
Maximus
11.2015 - 04.2017
Cashier/ Customer Service
Shoprite
08.2012 - 08.2015
No Degree - Information Technology
DeVry University
High School Diploma -
Ravena Coeymans Selkirk Central High school
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