Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Francis Kwofie

Lawrenceville,GA

Summary

Dynamic leader and adept problem-solver with a proven track record in organizational enhancement and team empowerment. Swiftly adapt to new roles, driving positive changes to propel company success. Employ advanced supervisory techniques, fostering team cohesion and maximizing employee engagement and performance through training, monitoring, and morale-building strategies. Seasoned Customer Service Specialist skilled in prioritization and multitasking within fast-paced environments. Collaborative team player committed to achieving both personal and organizational objectives. Known for deftly managing escalated customer support issues. As an experienced Shift Manager with nearly two years of expertise in the customer service sector, consistently deliver exceptional service and resolve issues promptly amidst high-pressure scenarios. Recognized for leadership prowess, problem-solving acumen, and effective communication with customers and team members alike. Currently pursuing a degree at Georgia Gwinnett College, demonstrating a commitment to continuous personal and professional growth.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Manager

McDonalds
Lawrenceville, GA
07.2021 - Current
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

High School Diploma -

Central Gwinnett Highschool
Lawrenceville
05-2022

Bachelor of Science - Information Technology

Georgia Gwinnett College
Lawrenceville, GA

Skills

  • Policy Implementation
  • Business Administration
  • Workforce Management
  • Financial Management
  • Sales management
  • Call Management
  • Complaint resolution
  • Product Knowledge
  • Data Collection
  • Paperwork Processing
  • Scheduling
  • Problem-solving abilities

Certification

  • ShiftLeadership Foundation
  • Organizational Instructor Led Certificate

Languages

English
Native/ Bilingual
Twi
Native/ Bilingual
Akan
Native/ Bilingual
Fante
Native/ Bilingual

References

References available upon request.

Timeline

Manager

McDonalds
07.2021 - Current

High School Diploma -

Central Gwinnett Highschool

Bachelor of Science - Information Technology

Georgia Gwinnett College

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Francis Kwofie