Francie Z. Sifuentes
Lansing,United States
Summary
Detail-oriented and organized Customer Service Specialist handles high call volumes in fast-paced environments. Skillful in researching issues, updating accounts, and processing new transactions. Excellent research and conflict management abilities, fluent in English and Spanish. Customer-oriented supervisor with hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
24
24
years of professional experience
Work History
Bilingual Supervisor
Peckham
07.2023 - Current
- Effectively supervised a staff of 16 personnel by implementing company policies, protocols, work rules, and disciplinary action
- Recorded employee attendance, and personal time and worked proactively with Team 21.
- Recorded quality assurance calls for monitoring with Team 21, to identify areas for improvement, record observations, and provide recommendations that can help quality of customer interactions.
- Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Evaluated employee performance on weekly basis and conveyed constructive feedback
to improve skills.
Departmental Technician E-9 Limited Term
State Of Michigan
11.2022 - Current
- Responsible for first-line review of CERA case files and provides recommendations for approval/denial of CERA applications
- Uses Authority software to review leases, payment ledgers, utility bills, income documents, and other documentation to determine tenant eligibility for the CERA program in accordance with CERA guidelines.
- Communicates with the tenant and landlord to gain additional information as necessary to determine eligibility.
- Research and compile multiple sources to assist in preparing calculation worksheets and settlement statements and documents the tenant file as to complete the first level of review.
- Maintain tenant files to ensure accurate data is utilized and maintained for the CERA program participants
- Attend and participate in any Division meetings as required to stay up to date on CERA program policies and changes.
Bilingual Team Service Representative
Peckham
02.2017 - 06.2021
- Helped train new hires to the NPIC Mentoring program by providing fellow employees with strategies and tips to improve call times.
- Recorded employee attendance, and personal time and worked proactively with Team 21.
- Recorded quality assurance calls for monitoring with Team 21, to identify areas for improvement, record observations, and provide recommendations that can help the quality of customer interaction.
- Assisted with Supervisor calls to help with the workload and handled high-priority confidential information daily.
- Assisted with Help Desk and Duty Officer Calls.
- Interprets and applies for laws, rules, precedents, policies, procedures, and programs.
- Assists customers in Spanish and/or English regarding their reason for calling; by answering billing questions, making payments, checking the status of their passports, increasing their knowledge, and resolving any questions they had regarding their passports,
or applications.
Janitor
Feldpausch Cleaning Services
07.2016 - 02.2017
- Worked productively in environments to keep buildings and grounds presentable according to strict standards.
- Checked stairwells and elevators multiple times per shift to identify and handle spills or trash problems.
- Avoided cleaning delays by keeping supplies organized and equipment
well-maintained.
Security Officer
DK Security
07.2016 - 10.2016
- Permitted authorized persons to enter the property and monitored entrances and exits.
- Secured building entrances and exits, manning security stations and preventing unauthorized access.
- Kept security and facility managers updated on security activities and incidents with thorough daily reports.
Program Assistant
Eaton RESA
11.2014 - 02.2016
FeldpauschFrancie
- Interacted with team members and management on a day-to-day basis, handling confidential documents for Michigan Medicaid School-Based services.
- Managed all data entry and client/staff records using Tienet Database, but not limited to transportation attendance records, and correspondence.
- Solved complex projects pertained to departmental needs and district-related work for 1,000.00 Plus students.
- Conducted internal audits of provider notes to ensure compliance with state and federal Laws.
Paraprofessional
PESG
03.2014 - 06.2014
- Supervised children with comfort encouragement and positive reinforcement.
- Supervised students in halls, cafeterias, schoolyards, and on field trips.
- Completed and filed all necessary for classroom activities, including meal count sheets and attendance logs.
Inspector/ Receptionist/HR Support
Dart Container of Michigan
04.2005 - 02.2012
- Built containers and packed parts by detailed packing specifications.
- Improved quality assurance procedures to minimize errors and increase the effectiveness of inspections.
- Accomplished production goals by working with speed and accuracy.
- Screened resumes scheduled and conducted interviews and composed Congratulatory Letters.
- Operate office equipment, such as fax machines, and copiers, and arrange for repairs when equipment malfunctions.
Inspector Packer
Dart Container Corporation
07.2002 - 12.2004
- Inspected materials, products, and containers at each step of the packaging process for defects and color.
- Improved quality assurance procedures to minimize errors and increase the effectiveness of inspections.
- Built containers and packed parts by detailed packing specifications.
- Accomplished production goals by working with speed and accuracy.
Softlines Associate
Walmart
06.2000 - 05.2002
- Performed floor moves, merchandising, display maintenance, and housekeeping to keep sales areas well-stocked, organized and current.
- Stayed up to date on store promotions, payment policies, and security practices.
- Learned roles of other departments to provide coverage and keep the store operational.
- Educated customers on product and service offerings.
- Operated cash register, processing payments of cash, checks, credit cards, and gift cards.
Education
High School Diploma -
Mira Loma Christian Adult School
Riverside, CA06.2013
Skills
- Bilingual in English and Spanish
- Multitasking abilities
- Time Management
- Microsoft Office
- Project Organization
- Business Operations
Timeline
Bilingual Supervisor
Peckham
07.2023 - Current
Departmental Technician E-9 Limited Term
State Of Michigan
11.2022 - Current
Bilingual Team Service Representative
Peckham
02.2017 - 06.2021
Janitor
Feldpausch Cleaning Services
07.2016 - 02.2017
Security Officer
DK Security
07.2016 - 10.2016
Program Assistant
Eaton RESA
11.2014 - 02.2016
Paraprofessional
PESG
03.2014 - 06.2014
Inspector/ Receptionist/HR Support
Dart Container of Michigan
04.2005 - 02.2012
Inspector Packer
Dart Container Corporation
07.2002 - 12.2004
Softlines Associate
Walmart
06.2000 - 05.2002
High School Diploma -
Mira Loma Christian Adult School
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