Franklin Ayala
West Covina,CA
Summary
Dedicated professional with strong communication and time management skills, committed to enhancing customer satisfaction. Recognized for resolving issues efficiently and building lasting relationships, contributing to team objectives and organizational goals.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Driver
Lyft
West Covina, USA
04.2023 - Current
- Transported customers to various locations across So Cal, ensuring timely arrivals.
- Provided exceptional customer service throughout transport, enhancing customer satisfaction.
- Navigated city routes efficiently to transport passengers safely.
- Maintained vehicle cleanliness and functionality through regular inspections.
- Provided excellent customer service by assisting passengers with inquiries.
Review Acquisition Specialist
Optima Tax Relief LLC
Santa Ana, California
01.2025 - 08.2026
- resolved customer issues with knowledgeable and friendly service, enhancing overall satisfaction.
- responded to customer requests and answered questions, contributing to improved satisfaction.
- prioritized and organized tasks to meet service goals efficiently.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with Google, Trustpilot, BBB and Consumer Affairs.
CSR/ Credit Card Sales/ Collection specialist
Bank of America
Brea, USA
10.2018 - 04.2023
- Made outbound calls to connect with customers and collect late credit card payments, improving recovery rates for accounts overdue 1 to 30 days.
- Highlighted new products and company promotions during sales pitches to enhance customer engagement and drive sales.
- Built and established strong relationships with customers, enabling long-term partnerships.
- Provided product information to customers and aligned products with customer needs to boost satisfaction.
- Responded promptly to customer queries, fostering positive relationships and improving overall satisfaction.
- Entered customer transaction information into company databases.
Customer Retention Specialist
AAA of Southern California
Los Angeles, USA
10.2015 - 10.2017
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
- Conferred with customers by telephone or in-person to provide product or service information.
- Escalated unresolved customer grievances to designated departments for timely resolution.
- Corrected account discrepancies to enhance customer satisfaction.
- Analyzed and collected customer information to prepare product or service reports.
- Proposed product, service, or billing enhancements to mitigate future issues.
- Navigated multiple computer systems and applications and utilized search tools to find information.
Education
High school diploma -
Montebello High School
Montebello, CA06-1989
Skills
- Transport coordination
- Fleet management
- Vehicle maintenance
- Customer service
- Client Rapport-Building
- Inbound Customer Calls
- Processing Customer Requests
- Call center operations
- Customer support
- Sales
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Computer proficiency
- Organizational management
- Data management
- Analytical skills
- Time management
- Team management
- Communication skills
Certification
Driver's License
Timeline
Review Acquisition Specialist
Optima Tax Relief LLC
01.2025 - 08.2026
Driver
Lyft
04.2023 - Current
CSR/ Credit Card Sales/ Collection specialist
Bank of America
10.2018 - 04.2023
Customer Retention Specialist
AAA of Southern California
10.2015 - 10.2017
High school diploma -
Montebello High School