Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

Francine Tessier

Bakersfield,CA

Summary

To create a difference and make a positive impact on the clients the serve while providing excellent customer service. Hardworking Customer Service representative bringing 30+ years of experience meeting customer needs via telecommuting roles. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.

Overview

44
44
years of professional experience

Work History

Customer Service Representative (CSR 1)

CoNDUENT
Bakersfield, CA
01.2022 - Current
  • Answered all tolls & violations related to customers.
  • Identify customers needs.
  • Use available resources through out systems.
  • Provide complete & accurate information.
  • Process required transactions.
  • Communicate effectively with warm greeting & tone.
  • Offer company solutions & troubleshooting resolution.
  • First call resolution
  • Provide excellent customer service skills and ability to handle escalated calls.
  • Ability to identify customer needs by probing, listening and closing to deepen relationships to needs customer's
  • Outbound and inbound calls.

Customer Service Representative (CSR 1)

TTEC
Greeley, CO
10.2018 - 03.2021
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Provided primary customer support to customers in a fast-paced environment
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Answered constant flow of customer calls with up to 50-150 calls in queue per minute
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Responsible for serving as primary contact for customer by accessing their needs via telephone channels
  • Responsible for displaying excellent customer service skills and ability to handle escalated customer calls in a highly satisfactory manner
  • Demonstrates ability to identify customer needs by probing, listening and closing to deepen relationships to needs customer's goals.

Sales Representative

American Connected
Windsor, CO
02.2018 - 08.2018
  • Outbound call sales position with high volume calls per day (approximately 300-600 calls per day)
  • Focus of sales on refinance and solar and home improvement
  • Update and review customer information that is filled out online and transfer information to lenders
  • Developed and delivered engaging sales presentations to convey product benefits.

Customer Service

T Tech
Greeley, CO
09.2015 - 02.2018
  • Provided customer service for individuals at call center concerning their banking needs
  • Customer service was aimed at assisting individuals dealing with credit/debit card fraud reporting, customer profile verification, password PIN online access, and identity theft
  • Was selected to be Floor Coach to assist co-workers with any questions or concerns that arose
  • Processed accurate credit, debit, check and cash sales transactions for more than 50-100 customer orders per day
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Adult Services

Valley Achievement Center
Bakersfield, CA
11.2016 - 12.2016
  • Support for individuals with developmental disabilities
  • Provided support for individuals with Autism in the workplace
  • Focus of the role was to supervise and train individuals in a new workplace setting with a focus on improving workplace behavior, improving and enhancing social skills in the workplace, self-management, and assisting with the transition of individuals into the place of work
  • Developed team communications and information for meetings.

Customer Service Representative

AT&T
Bakersfield, CA
04.1999 - 02.2015
  • Answering an average of 40 calls per day by addressing customers' inquiries and providing product information
  • Ensured excellent customer service by addressing customer concerns and quickly resolving issues
  • Interviewed customers and recommended products in a consultative manner
  • Collaborated with managers to discuss future improvements in customer service and team sales
  • Managed customer database accounts and performed customer verification and processing of application orders and requests
  • Forwarded any requests and unresolved issues to designated resources and communicated directly with internal departments.

Accounting Clerk

The Bakersfield California Newspaper
Bakersfield, CA
10.1986 - 03.1999
  • Verified figures, postings, and documents to ensure correct entry, mathematical accuracy, and proper codes
  • Using specialized software, managed debit, credit, and total accounts on computer spreadsheets and databases
  • Received and recorded bank cash, checks, and vouchers
  • Accessed computerized financial information to answer general questions as well as those related to specific accounts
  • Performed general office duties such as filing, answering telephone calls, and handling routine correspondence
  • Balanced reports to submit for approval and verification
  • Managed accounting records and performed dues-ins and dues-outs tasks.

Accounting Clerk

Greeley Medical Clinic
Greeley, CO
01.1980 - 09.1986
  • Collections as it related to patient accounts
  • Other duties included data entry, billing, and other routine office correspondence.

Education

High School Diploma -

Greeley West High School
Greeley, CO
05-1980

Skills

  • Understanding Customer Needs
  • Knowledge of MS-Office
  • Customer Retention Strategies
  • Verbal and Written Communication
  • Issue and Complaint Resolution
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • De-escalation Techniques
  • Patient and Empathetic
  • Inbound and Outbound Calling

Additional Information

HONORS AND AWARDS , Top Performer Inside Sales Team. Employee of the Month. Outstanding Achievement in Customer Satisfaction.

References

References available upon request.

Timeline

Customer Service Representative (CSR 1)

CoNDUENT
01.2022 - Current

Customer Service Representative (CSR 1)

TTEC
10.2018 - 03.2021

Sales Representative

American Connected
02.2018 - 08.2018

Adult Services

Valley Achievement Center
11.2016 - 12.2016

Customer Service

T Tech
09.2015 - 02.2018

Customer Service Representative

AT&T
04.1999 - 02.2015

Accounting Clerk

The Bakersfield California Newspaper
10.1986 - 03.1999

Accounting Clerk

Greeley Medical Clinic
01.1980 - 09.1986

High School Diploma -

Greeley West High School

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Francine Tessier