Summary
Overview
Work History
Education
Skills
Professional Highlights
Timeline
Generic

FRANCHESCA LANGFORD

New York,NY

Summary

With a proven track record of 16 years in customer service, I consistently lead teams to surpass expectations and achieve target goals, driving company success. My expertise lies in effectively managing administrative spaces, excelling in developing strategic plans, collaborating with team members, and fulfilling client needs. By ensuring successful operation, I consistently contribute to the overall growth and profitability of the organizations I work with.

Overview

17
17
years of professional experience

Work History

Mobile Phone Expert

Best Buy
01.2024 - Current
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Developed strong rapport with clientele through consistent communication and genuine interest in their needs.
  • Increased store revenue by upselling accessories and add-on services tailored to individual needs.
  • Collaborated with team members to achieve monthly sales targets, contributing to overall company growth.
  • Established lasting relationships with clients by following up on purchases, ensuring satisfaction with products and services.
  • Delivered informative product demonstrations that showcased device features and benefits, driving purchase decisions.
  • Initiated promotional events to attract new customers and boost overall sales performance.
  • Addressed customer concerns promptly and effectively, resulting in improved brand loyalty.
  • Streamlined the checkout process by accurately processing transactions and handling payments efficiently.

Lead Operations & Customer Service Specialist

Best Buy
05.2008 - Current
  • Assesses and approves or denies complex transactions that affect store shrink and revenue
  • Ensures appropriate resource allocation of staffing, supplies, and logistics through creation of scheduling, and management of budget and expense plans
  • Develops and implements effective action plans that guided team members to consistent achievement of sales and customer service targets
  • Collaborates with managers of other departments to brainstorm strategies that resolve issues, increase productivity and overall store competitivity
  • Strategizes operational team's function during high peak holiday season, directing distribution of employees amongst departments, implementing tactics that reduced customer wait times and increased sales
  • Consistently led and provided more than 10 employees with trainings to perform high-quality work, achieve individual career goals, and exceed company expectations
  • Develops trust, integrity, and open communication with team members in order to create positive relationships and bring out the best in a welcoming working environment
  • Facilitates discussions with team members to set higher goals, develop new strategies towards improvements, resolve issues or enforce corrective action as necessary
  • Maintains up-to-date knowledge of company policies, standards, and metrics, communicating changes to management and employees to ensure compliance and maintain accuracy and transparency
  • Serves as initial point of contact for client questions and issues providing solutions and service that impact client retention
  • Navigates online database to research products and options suitable to customer requests and needs
  • Organizes department merchandise upholding presentation standards and ensuring product availability
  • Manages high-volume phone system providing answers and solutions to customer inquiries and complaints

Education

High School Diploma -

Scotland Highschool
Laurinburg, NC
05-2004

Skills

  • Office Administration
  • Customer Service & Client Retention
  • Employee Relations
  • Company Operations & Management
  • Problem Analysis & Conflict Resolution
  • Hiring & Onboarding
  • Leadership
  • Supervision
  • Training
  • Employee Standards/Policy Compliance
  • POS System Balancing
  • Strong communication skills
  • Active listening
  • Decision-making
  • Training and mentoring
  • Operating system proficiency

Professional Highlights

  • Trained team members to provide exceptional customer service resulting in consistent 80% Customer Service satisfaction rate, exceeding 70% goal.
  • Achieved 99% pick-rate success of items ordered in-store or online, demonstrating team members' productivity and increasing customer satisfaction.

Timeline

Mobile Phone Expert

Best Buy
01.2024 - Current

Lead Operations & Customer Service Specialist

Best Buy
05.2008 - Current

High School Diploma -

Scotland Highschool

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FRANCHESCA LANGFORD