Franchesca Moody
Baltimore,MD
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
10
10
years of professional experience
Work History
Project Coordinator
Home Chef
Baltimore, MD
12.2023 - Current
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Collaborated with senior leadership on strategic planning initiatives related to future projects.
- Contributed ideas towards process improvements that would increase efficiency or productivity levels.
- Drafted presentations outlining the current state of specific projects for review by senior managers.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
- Maintained a detailed database of project information including budgeting, resources and deliverables.
- Managed communication channels between various teams involved in the execution of complex projects.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
Restaurant Hostess
The Greene Turtle Sports Bar & Grille
Baltimore, MD
05.2022 - 08.2023
- Greeted customers and escorted them to their tables.
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Provided menus and answered questions about menu items and specials.
- Managed reservations, waitlists, and special requests for large parties.
- Monitored dining room activity to ensure all guests were receiving optimal service.
- Assisted with setting up banquet rooms for special events.
- Informed kitchen staff of any special orders or dietary restrictions.
- Ensured that food was served promptly after being prepared by the kitchen staff.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seatings.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Communicated with kitchen staff regarding customer feedback or complaints.
- Upsold appetizers, drinks, desserts. when appropriate.
- Checked identification of patrons ordering alcoholic beverages when necessary.
- Restocked condiments, silverware, napkins, tablecloths. as needed.
- Balanced cash register at end of shift according to established procedures.
- Resolved customer complaints in a professional manner while maintaining a positive attitude towards guests.
- Adhered to all safety regulations set forth by the restaurant management team.
- Completed daily side work tasks assigned by management such as rolling silverware or folding napkins.
Beauty Keyholder
The Body Shop USA
Baltimore, MD
05.2022 - 04.2023
- Ensured store was opened and closed in a timely manner according to company policies.
- Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
- Assisted customers with product selection and resolving complaints.
- Provided customer service including cashiering, merchandising and restocking shelves.
- Provided customers with product advice and recommendations based on their individual needs.
- Assisted in the development of new beauty products and services.
- Demonstrated how to apply makeup, including eyeshadow, eyeliner, mascara, blush and lipstick.
- Conducted skin analysis to provide customers with personalized skincare regimens.
- Organized promotional events such as makeup demonstrations and free makeovers.
Barista
Starbucks
Baltimore, MD
09.2021 - 08.2022
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
- Operated cash registers to process customer payments.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Stocked shelves with ingredients needed to make coffee drinks.
- Ground beans for espresso shots according to individual customer specifications.
- Monitored inventory levels of supplies and restocked when necessary.
- Labeled containers of milk for use in coffee drinks according to expiration dates.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Followed safety procedures while operating machinery such as grinders and espresso machines.
- Assisted in the preparation of baked goods including muffins, cookies, scones, cakes.
- Ensured all equipment was maintained in proper working order according to manufacturer's instructions.
- Adhered to health department regulations concerning sanitation standards.
Patient Service Representative
PeopleShare
Baltimore , MD
05.2020 - 11.2021
- Verified insurance information, collected payments, and scheduled appointments.
- Provided customer service by answering patient questions and addressing concerns.
- Greeted patients upon arrival and directed them to the appropriate area.
- Provided excellent customer service while assisting patients with questions regarding registration procedures.
- Processed all required paperwork and forms related to the registration process and ensured that patient data was entered accurately into the system.
- Ensured compliance with HIPAA regulations by maintaining confidentiality of patient health information.
Call Center Representative
Prometric
White Marsh, MD
05.2020 - 09.2021
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
Warehouse Picker
Amazon Logistics
Sparrows Point, MD
05.2019 - 02.2020
- Loaded and unloaded goods from trucks using forklifts and pallet jacks.
- Picked items for customer orders according to order slips or verbal instructions.
- Packaged items securely in boxes, bags or other containers before shipping.
- Verified accuracy of picked items against pick list or customer order.
- Maintained cleanliness of warehouse by sweeping floors and wiping down shelving units.
- Inspected incoming shipments for damage or discrepancies between the packing list and actual inventory received.
- Restocked returned merchandise onto shelves as needed.
- Operated hand-held scanners to track product movement within the warehouse environment.
- Assisted with loading and unloading trucks manually when necessary.
- Utilized shrink wrap machines to secure packages prior to shipment.
- Followed established procedures for receiving, storing, rotating, picking and shipping merchandise.
- Reported any damaged goods or errors in paperwork immediately to supervisor.
- Collaborated with team members on projects as needed.
Retail Sales Associate
Johnston & Murphy
Towson , MD
05.2018 - 02.2019
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards.
- Organized displays to attract customers and promote sales.
- Tracked inventory levels throughout the day and restocked items as needed.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Processed returned merchandise according to company policies.
- Completed transactions in an efficient manner while providing excellent customer service.
- Operated point-of-sale systems accurately to process payments from customers.
- Offered suggestions for additional items that may be of interest to customers.
Office Assistant
Gardener Wolfe
Baltimore , MD
02.2018 - 06.2018
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Coordinated travel arrangements for staff members, including making reservations for flights or hotels.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget.
- Maintained an organized filing system of paper documents and electronic files.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Maintained filing systems, both electronic and physical, for easy document retrieval.
Team Member
Chik Fil A
Baltimore , MD
02.2017 - 01.2018
- Received, processed, and stocked merchandise in accordance with store policies.
- Provided customer service support to ensure satisfaction.
- Assisted customers with product selection and ordering process.
- Organized inventory shelves for easy access and maintenance of stock levels.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Operated cash registers to process payments from customers.
- Collaborated with team members to maximize productivity and efficiency.
- Adhered to safety guidelines while operating machinery or stocking shelves.
- Promoted products through effective merchandising techniques.
- Greeted customers upon entering the store with friendly demeanor.
- Resolved customer issues promptly in a professional manner.
Customer Service Cashier
Walmart
Owings Mills, MD
09.2016 - 02.2017
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Balanced cash drawers at the end of each shift.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Prepared sales slips or sales contracts as needed to complete customer purchases.
- Assisted customers with locating merchandise within the store.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
Team Lead
Dunkin Donuts & Baskin Robins
Baltimore, MD
06.2014 - 05.2016
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Identified opportunities for process improvements, implementing changes when required.
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
Education
Certificate - Medical Assisting
Allstate Career
Dundas, MD11-2013
High School Diploma -
Baltimore Community High School
Dundalk, MD06-2011
Skills
- P&L Management
- Time Management
- Resource Coordination
- Performance monitoring
- Team Leadership
- Resource Mobilization
- Retail loss prevention
- Product Sales
- Upselling
- Relationship Building
- Policy and Procedure Adherence
- POS Systems
- Clerical Support
- Data Entry
- Customer Service
- Call handling
- Patient Charting
- Payment Processing
- High-volume dining
- Front-of-house display creation
- Dining customer service
- Active Learning
- Excel spreadsheets
- 32 wpm Typing Speed
- Office Administration
- Microsoft Outlook
- Business Writing
Affiliations
- Volunteer at UMMC SHOCK TRAUMA UNIT
References
References available upon request.
Timeline
Project Coordinator
Home Chef
12.2023 - Current
Restaurant Hostess
The Greene Turtle Sports Bar & Grille
05.2022 - 08.2023
Beauty Keyholder
The Body Shop USA
05.2022 - 04.2023
Barista
Starbucks
09.2021 - 08.2022
Patient Service Representative
PeopleShare
05.2020 - 11.2021
Call Center Representative
Prometric
05.2020 - 09.2021
Warehouse Picker
Amazon Logistics
05.2019 - 02.2020
Retail Sales Associate
Johnston & Murphy
05.2018 - 02.2019
Office Assistant
Gardener Wolfe
02.2018 - 06.2018
Team Member
Chik Fil A
02.2017 - 01.2018
Customer Service Cashier
Walmart
09.2016 - 02.2017
Team Lead
Dunkin Donuts & Baskin Robins
06.2014 - 05.2016
Certificate - Medical Assisting
Allstate Career
High School Diploma -
Baltimore Community High School
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