Franic Ransom
Oglethorpe,GA
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
Customer Support Specialist
Verizon
Dallas , Texas
07.2011 - 06.2024
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Evaluated software or hardware to recommend improvements or upgrades.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Analyzed customer feedback to recommend product or service enhancements.
- Processed customer account changes with proprietary software.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
PBX Hotel Operator
Adams Mark Hotel
Dallas, Texas
09.2005 - 03.2010
- Greeted guests and answered inquiries regarding hotel services, facilities, and hours of operation.
- Provided information about local attractions, restaurants, shopping centers, and other amenities.
- Operated telephone switchboard station to answer incoming calls and direct them to appropriate staff member or department.
- Maintained accurate records of guest room bookings using computerized reservation system.
- Assisted guests with check-ins and check-outs, resolving any issues that may arise.
- Performed administrative tasks such as filing documents, entering data into systems, preparing reports and updating databases.
- Monitored security cameras and reported suspicious activities to management personnel immediately.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Completed connections between callers, departments and professionals.
- Developed strong professional relationships with employees and clients through effective customer service skills.
- Followed up with open calls to offer further assistance and close out issues.
- Took messages from callers and accurately relayed details to intended staff.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Generated daily reports on occupancy levels for management review purposes.
- Handled incoming and outgoing calls according to standard operating procedures.
Outbound Sales Representative
Silverleaf
Dallas , TX
07.2000 - 09.2005
- Provided customer service support to existing clients and potential customers.
- Developed new business opportunities by prospecting for leads and cold calling.
- Conducted follow-up calls with prospects to identify needs, propose solutions and close sales.
- Attended regular meetings with internal stakeholders to discuss progress towards goals.
- Monitored customer feedback regarding product performance and made appropriate adjustments accordingly.
- Resolved customer complaints in a timely manner while maintaining a professional attitude.
- Networked to build client base and promote products to new and existing clients.
- Achieved established sales targets by generating new customer accounts.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Collaborated with new customers to give details about company offerings.
Education
Some College (No Degree) - Entrepreneurship
University of Phoenix
Tempe, AZSkills
- Technical Troubleshooting
- Salesforce
- Customer Relationship Management (CRM)
- Computer Diagnostics
- Effective Communication
- Interpersonal Skills
- Software Upgrades
- Active Directory
Timeline
Customer Support Specialist
Verizon
07.2011 - 06.2024
PBX Hotel Operator
Adams Mark Hotel
09.2005 - 03.2010
Outbound Sales Representative
Silverleaf
07.2000 - 09.2005
Some College (No Degree) - Entrepreneurship
University of Phoenix