Frankie Frierson
Buffalo
Summary
Dynamic customer service professional with a proven track record at JW Servicing Group, excelling in customer retention and complaint resolution. Skilled in active listening and time management, I enhance service quality and foster strong client relationships, consistently achieving sales quotas while identifying process improvements to optimize efficiency.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
JW Servicing Group
Buffalo
10.2023 - Current
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Updated databases with new and modified customer data.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Strengthened customer retention by offering discount options.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided exceptional customer service to ensure customer satisfaction.
- Contacted customers about potential service upgrades, new services and account changes.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Package Handler
UPS
Buffalo
09.2024 - 11.2024
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Inspected packages for damages or defects and recorded any issues found.
- Assisted in loading delivery trucks with prepared packages.
- Picked products using RF scanner to fill orders.
- Maintained clean and organized work area, adhering to safety standards.
- Loaded and unloaded delivery vehicles efficiently, ensuring timely distribution of packages.
- Loaded completed orders on pallets according to delivery numbers.
- Scanned and sorted packages according to destinations and service type using handheld scanner.
- Managed time efficiently to meet or exceed productivity targets.
- Stacked boxes onto pallets in an efficient manner.
Customer Service Representative
Great Lakes Entities
Orchard Park
06.2021 - 10.2023
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Updated databases with new and modified customer data.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Strengthened customer retention by offering discount options.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided exceptional customer service to ensure customer satisfaction.
- Contacted customers about potential service upgrades, new services and account changes.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Dishwasher
Canisius College
Buffalo
06.2019 - 06.2021
- Swept and mopped floors in the kitchen area at regular intervals throughout shift.
- Maintained cleanliness and sanitation of dishes, utensils, and kitchen equipment.
- Cleared trash and washed work area tables, walls, refrigerator equipment, cooking equipment and floors to keep sanitized kitchen.
- Disposed of glassware that had been broken or chipped according to safety procedures.
- Removed garbage and trash to designated disposal areas in accordance with health regulations.
- Scraped and pre-rinsed food from dirty dishes and placed items in dishwashing machine.
- Followed proper procedures to clean large and unwieldy kitchen supplies.
- Hand-washed items unsuitable for machine washing.
- Organized trays with cutlery prior to serving meals to customers.
- Operated commercial dishwashing machines efficiently.
- Managed dish area organization and cleanliness.
- Observed safety regulations and used protective gear to clean knives and other sharp kitchen supplies.
- Backed up kitchen team members during heavy work periods to maximize team coverage.
- Informed supervisors immediately if any machine malfunctions were observed during operation.
- Loaded dirty dishes into the dishwasher racks and unloaded clean dishes from the washer onto carts or shelves.
- Inspected all returned dishes for cleanliness before restocking them on shelves.
- Washed and sanitized sinks, trashcans and surfaces to remove excess food waste.
Food Preparation Worker
Culinary Arts Specialties
Cheektowaga
09.2018 - 12.2018
- Cut, sliced, and diced vegetables and fruits for meal prep.
- Disposed of leftover food following health code guidelines.
- Responded quickly to any requests from wait staff or management.
- Ensured that all health regulations regarding food handling were followed during preparation process.
- Placed food trays over warmers for immediate service or stored in refrigerated storage cabinets.
- Packaged and stored food products appropriately for proper handling and preservation.
- Prepared ingredients for cooking including portioning, chopping, and storing food before use.
- Maintained cleanliness and order in the kitchen area.
- Labeled containers with identifying information like date prepared and expiration dates.
Laundry Attendant
La Quinta Inn & Suites
Buffalo
07.2018 - 09.2018
- Loaded carts with clean linen to transport to designated storage areas.
- Determined spotting procedures and proper solvents based on fabric and stain types.
- Monitored washing machine cycles to ensure proper treatment of fabrics.
- Performed routine maintenance tasks on washers, dryers and other related equipment.
- Hung garments on stretch frames to dry.
- Set dryers at appropriate drying times and settings by taking into account fabric type and load size.
- Measured correct amount of chemicals required for each load.
- Moved loads between machines, operated ironing equipment and folded laundered items.
- Transported laundry in carts and sorted dirty items by load type.
- Folded dried articles neatly.
- Sorted and distributed clean linens, towels, and other items to designated areas.
- Unloaded and folded clean laundry from dryers and stored in appropriate areas.
Summer Youth Advocate
King Urban Life Center
Buffalo
06.2015 - 06.2016
- Maintained detailed records of youth attendance, participation, and progress.
- Directed activities to promote growth in mental, emotional and educational areas.
- Documented child progress, reporting extreme changes in behavior.
- Communicated regularly with parents and guardians regarding youth activities, progress, and concerns.
- Counseled youth on life choices, career paths, and educational opportunities.
Education
South Park Highschool
Buffalo, NYSkills
- Customer service and support
- Team leadership
- Active listening
- Loading procedures
- Communication skills
- Time management
- Organizational skills
- Self-sufficiency
Timeline
Package Handler
UPS
09.2024 - 11.2024
Customer Service Representative
JW Servicing Group
10.2023 - Current
Customer Service Representative
Great Lakes Entities
06.2021 - 10.2023
Dishwasher
Canisius College
06.2019 - 06.2021
Food Preparation Worker
Culinary Arts Specialties
09.2018 - 12.2018
Laundry Attendant
La Quinta Inn & Suites
07.2018 - 09.2018
Summer Youth Advocate
King Urban Life Center
06.2015 - 06.2016
South Park Highschool
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