Franziska Maxwell
Las Vegas,NV
Summary
High-performing, quick learner bringing 20+ years of experience meeting customer needs. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company procedures. Offering empathy, reliability and enthusiasm for satisfying customers. A quick study who has worked in a variety of customer service and logistics fields to help companies strengthen their brands and grow their revenue.
Overview
21
21
years of professional experience
Work History
Development Manager
UPS Teleservices
Las Vegas, NV
08.2019 - Current
- Monitor and evaluate 15+ employees for performance effectiveness. Review agent performance and facilitate alternative development modules if expected results are not accomplished.
- Leverage array of development tools (I.E. Role playing, team exercises, individual discussions) to foster better understanding of learning concepts.
- Performed weekly coaching, counseling and feedback sessions to increase performance and communicated all learning and performance objectives to upper management for particular learning needs, personal development and collaborate to create personal development plans.
Customer Service Representative
UPS Teleservices
Las Vegas, NV
07.2001 - 08.2019
- Used company troubleshooting resolution tree to evaluate system problems and find appropriate solutions. Communicated with clients regarding account services, entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Maintained customer satisfaction by providing primary customer support to 50+ internal and external customers while maintaining customers satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. There by staying on top of the call scripts and maintaining control over direction of the conversations.
- Provided primary customer support to internal and external customers
Education
High School Diploma -
Centaurus High School
Lafayette, CO1993
Skills
- Staff Management
- Training Needs Analysis
- Policies and Procedures
- Coaching and Mentoring
- Improvement Initiatives
- Operations Management
- Business Management
- Self-Motivated
- Customer Service
- Data Entry
- Quick learner
- Retail store support
- Shipping Procedures Understanding
- Supervisor Skills Training
Timeline
Development Manager
UPS Teleservices
08.2019 - Current
Customer Service Representative
UPS Teleservices
07.2001 - 08.2019
High School Diploma -
Centaurus High School
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