Franshawn Hurst
Detroit,MI
Summary
Customer Service Professional with 20+ years of experience in customer service and 2 years of tech support, and 4 years of call center experience known for decreasing customer de-escalation time by 15%. Demonstrates strong skills in training, employee orientation, and project management, with a degree in Information Technology. Highly adaptable and creative, committed to delivering exceptional customer satisfaction and driving continuous improvement.
Overview
15
15
years of professional experience
Work History
Help Desk Technician
Zebra Technologies
Lincolnshire, IL
11.2024 - Current
- Assist customers with technical issues concerning scanners, access points computers, equipment setup and network issues.
Customer Service Rep, Technical Support, Help Desk, Transportation Agent, Training Specialist, Tier 2 Supervisor, Chat, Email, Q&A
ContactUS Communications
Columbus, OH
08.2021 - 10.2024
- I have held various important roles within the company, allowing me to have a significant impact in different areas. Some of my main responsibilities included:
- Led communication with vendors to ensure that we not only met but surpassed expectations to accommodate special needs for members
- Expertly troubleshooting a wide range of consumer devices, from iPads to MacBooks, to ensure uninterrupted functionality
- Processing orders and refunds, assisted with all other inquiries pertaining with orders
- Managing a large volume of customer inquiries and concerns, always striving for first-call resolution
- Provided attentive support to individuals through chat and email to ensure a smooth customer experience
- Developed and implemented training plans and materials to maximize learning efficiency and drive continuous improvement in my various roles.
Manager/Head Bartender
Yesterday’s Private Club
Southfield, Michigan
01.2010 - 03.2020
- I was responsible for hiring and training new employees on etiquette, proper procedures, and customer service
- Boosted sales by 30% by creating new beverages
- Scheduled employee hours and duties
- Ensured adequate and proper inventory stocking, excelled in understanding customer needs
- Motivated team with incentives to improve productivity, teamwork, and motivation.
Education
Bachelor of Arts - Information Technology
University of Phoenix
Phoenix, Az02.2025
Associate of Arts - Information Technology
University of Phoenix
Phoenix, Az04.2023
Skills
- Empathy
- Hardware
- Upselling
- Management
- Troubleshooting
- Training
- Data Entry
- Decision Making
- Computer Skills
- Problem Solving
- Technical Support
- Time management
- Quality Assurance
- Project Management
- Technical support
- Network troubleshooting
- Customer service
- Team collaboration
- Problem solving
- Equipment setup
- Software updates
- Computer workstation setup
- Troubleshooting and diagnosis
- Ticket management
- Issue resolution
- Network support
- Network testing
- User training
- Application support
- IT documentation
- Incident responses
- Incident management
- User access support
- Call center operations
- Active listening
Timeline
Help Desk Technician
Zebra Technologies
11.2024 - Current
Customer Service Rep, Technical Support, Help Desk, Transportation Agent, Training Specialist, Tier 2 Supervisor, Chat, Email, Q&A
ContactUS Communications
08.2021 - 10.2024
Manager/Head Bartender
Yesterday’s Private Club
01.2010 - 03.2020
Bachelor of Arts - Information Technology
University of Phoenix
Associate of Arts - Information Technology
University of Phoenix