Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Frank James

Raleigh,NC

Summary

Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Lead Regional Support Representative III

Charter Communications
07.2022 - Current
  • Assist with customer escalations submitted by ETD ticket systems
  • Partnered with Quota Team for appointment availability
  • De-escalated customer issues around tech appointments and availability
  • Partnered with Field Operations to assist with tech issues and customer concerns.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.

Customer Service Supervisor

United States Postal Service
01.2020 - 07.2022
  • Oversee the sorting of incoming and outgoing mail
  • Supervise carrier activities
  • Evaluate daily workload to make carrier route assignments based on that information.
  • Completed bi-weekly payroll for 60+ employees.

Customer Service Representative

Charter Communications
05.2018 - 01.2020
  • Empowering customers by assisting them in fixing any cable and self-install issues; informing them about spectrum service tools
  • Troubleshooting and resolving equipment issues
  • Coaching incoming agents as a progress partner, sharing with them the company's best practices
  • Maintaining outstanding performance metrics and exceeding goals and expectations, being on the wall of champions multiple times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Lead, Lifestyles Department

Best Buy
11.2016 - 05.2018
  • Coaching team members to become better employees and adhere to company policies
  • Coordinating department activities
  • Supervising sales activities and incentives.
  • Managed inventory levels to minimize stock shortages while optimizing storage space utilization.
  • Increased employee retention by implementing effective training programs and providing consistent support for professional development.

Assistant Manager

Scrubs & Beyond
07.2016 - 11.2016
  • Supervised associates within the store, making sure opening and closing procedures are followed
  • Coached associates accordingly, checking for areas of improvements.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Increased sales through effective merchandising strategies and targeted promotions.

Guest Services Attendant

Target
08.2015 - 07.2016
  • Supervised the front end of the store
  • Coached and motivated the team to meet company expectations
  • Handled guest relations including customer escalations.
  • Schedule planning to ensure sufficeint coverage

Core Group Member

APLA Mpowerment
02.2013 - 08.2015
  • Provide insight on issues around HIV in the black gay community for men between the ages of 18-24
  • Facilitation of group discussions around health, relationships, wellness tips
  • Participated in public presentations regarding issues surrounding black gay youth around my community.
  • Recruitment through social networking (Facebook, Instagram, Twitter).
  • Supported the development of innovative youth programs by conducting thorough research and presenting findings to the group.
  • Increased awareness of youth issues by coordinating informative workshops, presentations, and resource materials.

Liaison

GSA Network
11.2011 - 01.2013
  • Being a representation of LGBTQ youth of color in the Brothers, Son, & Selves Coalition
  • Provide an outlook on issues of boys and men of color from the LGBTQ perspective
  • Spreading awareness to gain support and enhance the movement of the coalition.
  • Empowered youth to find and use their voices to take action for positive social change
  • Facilitated workshops on youth empowerment and positive self-expression
  • Led trainings for high school teachers on ways to effectively handle situations involving LGBTQ+ youth.

Education

High School Diploma -

James A Foshay Learning Center
Los Angeles, CA
06.2012

Skills

  • Customer Support
  • Customer Relations
  • Goal-oriented mindset
  • Client Relationship Building
  • Technical Troubleshooting
  • Needs analysis
  • Data entry proficiency
  • Staff Training
  • Performance Improvement
  • Retention Strategies
  • Records Management
  • Sales Support
  • Account Servicing

Certification

  • GSAnetwork: Outstanding Leadership, August 2012
  • California Legislature: Certificate of Recognition, June 2012
  • City of Los Angeles: Certificate of Commendation, June 2012
  • City of Los Angeles: Certificate of Recognition, June 2011
  • City of Los Angeles: Certificate of Commendation, June 2010

Timeline

Lead Regional Support Representative III

Charter Communications
07.2022 - Current

Customer Service Supervisor

United States Postal Service
01.2020 - 07.2022

Customer Service Representative

Charter Communications
05.2018 - 01.2020

Lead, Lifestyles Department

Best Buy
11.2016 - 05.2018

Assistant Manager

Scrubs & Beyond
07.2016 - 11.2016

Guest Services Attendant

Target
08.2015 - 07.2016

Core Group Member

APLA Mpowerment
02.2013 - 08.2015

Liaison

GSA Network
11.2011 - 01.2013

High School Diploma -

James A Foshay Learning Center

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Frank James