Summary
Overview
Work History
Education
Skills
Timeline
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Frantessa Ward

Columbus,Ohio

Summary

Highly proficient senior customer service representative with over 4 years of experience in consistently delivering outstanding customer service, engaging customers, and cultivating strong relationships. Demonstrated expertise in resolving complex customer issues and providing effective solutions in a timely manner. Proven track record of exceeding customer expectations and achieving high levels of satisfaction. Adept at leveraging strong communication skills to effectively address customer inquiries and concerns, ensuring a positive and seamless experience.

Overview

4
4
years of professional experience

Work History

SENIOR TRAVEL ADVISOR

JPMorgan Chase & Co.
08.2022 - 05.2024
  • Provided exceptional customer service and efficiently handled challenging customer inquiries.
  • Used various computer software and online databases to book travel services.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client's concerns and company interests daily.
  • Managed approximately 30-40incoming calls and emails per day from customers and vendors. Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and provided backup support for organizational leadership.

WAREHOUSE ASSISTANT

Weatherables
02.2022 - 07.2022
  • Received and processed more than 50 loads per day of outgoing shipments to identify discrepancies with records.
  • Contributed to smooth operations by assisting with the accurate receipt, storage, and dispatch of goods.
  • Proactively identified damaged or defective items before shipping and notified vendors of replacement needs. minimizing potential customer dissatisfaction and the need for returns.
  • Assisting with returns and exchanges to restore customer confidence and prevent loss of business.

CUSTOMER SERVICE REPRESENTATIVE

Cornerstone Brands
02.2021 - 11.2021
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Educated customers on special pricing opportunities and company offerings
  • Assisted customers with making payments or establishing payment plans to bring accounts current
  • Fielded customer complaints and queries, fast-tracking them for problem resolution
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Responded to 30 - 40 customer and vendor requests for products, services, and company information.

HOME HEALTH AIDE SUPERVISOR

First Choice Home Care Services
01.2020 - 02.2021
  • Assisted clients in maintaining independence by facilitating access to community resources, support groups, and social activities.
  • Fostered strong relationships with clients and their families, promoting trust in the care provided and resulting in increased referrals for the organization.
  • Upheld high standards of cleanliness and infection control within client homes, conducting periodic inspections and providing guidance on best practices to caregivers.
  • Collaborated with other healthcare providers to coordinate seamless transitions between hospital, rehabilitation, and in-home care settings.
  • Enhanced patient care by supervising and mentoring a team 4 of home health aides in providing personalized assistance to clients.

Education

HIGH SCHOOL DIPLOMA -

East High School
Columbus, OH
05.2013

Skills

  • Exceptional customer service and Call center experience
  • Computer Skills and Microsoft Office
  • GDS systems mastery
  • De-Escalation Techniques
  • Multi-Line Phone Systems and Professional telephone demeanor
  • Billing Adjustments, Refunds and Payment Processing

Timeline

SENIOR TRAVEL ADVISOR

JPMorgan Chase & Co.
08.2022 - 05.2024

WAREHOUSE ASSISTANT

Weatherables
02.2022 - 07.2022

CUSTOMER SERVICE REPRESENTATIVE

Cornerstone Brands
02.2021 - 11.2021

HOME HEALTH AIDE SUPERVISOR

First Choice Home Care Services
01.2020 - 02.2021

HIGH SCHOOL DIPLOMA -

East High School

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