Frenchell Broussard
Atlanta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in various industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Support Agent
NewHomes NewHomes
06.2019 - Current
- Tracked and documented customer interactions in customer relationship management system to maintain 100% accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Broke down and evaluated customer needs, using personal expertise, and probing questions.
Consultant
Opendoor
01.2022 - 11.2022
- Analyzed problematic areas to provide recommendations and solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet 100% of business priorities and deadlines.
- Liaised with customers and management to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation, and data modeling.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Educated staff on organizational mission and goals to help employees achieve success.
Consultant
Nexa Mortgage
03.2021 - 01.2022
- Analyzed problematic areas to provide recommendations and solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Created and managed project plans, timelines and budgets for 95% on time deliverables.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Consultant
OnQ Financial
11.2019 - 03.2021
- Analyzed problematic areas to provide recommendations and solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Supported clients with business analysis, documentation, and data modeling.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
Consultant
Cardinal Financial
04.2019 - 11.2019
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline operations and increased profitability by 25.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Created and managed project plans, timelines and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- Renegotiated outsourcing contracts to lower overall cost by 12%.
- Created monthly forecast templates and resource management allocations for approved projects.
Branch Manager
Calcon Mutual Mortgage
05.2017 - 04.2019
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements with 98% accuracy.
- Consulted customers to boost product sales and services.
- Resolved various issues impacting sales management and business operations.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Generated financial and operational reports to assist management with business strategy.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Launched new training program to boost employee skills and staff retention rate.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Utilized financial software to prepare consolidated financial statements.
Mortgage Loan Processor
Academy Home Loans
05.2016 - 05.2017
- Handled any conditions sent from underwriting departments.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages with 100% accuracy.
- Communicated with originator and applicant concerning progress of loan file.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Prepared file for final clear-to-close by branch management.
Customer Service Sales Representative
Southwest Airlines
04.2011 - 08.2016
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Delivered superior customer service to retain existing customers and attract future customers.
- Increased revenue with strategic upselling of products and services to existing customers.
- Determined customer needs and interests to recommend travel to customers.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues.
- Fostered top-quality service delivery by answering questions and solving problems related to product information, pricing and order fulfillment.
- Set and achieved company defined sales goals at 98%.
Senior Processor
Caliber Home Loans
06.2015 - 04.2016
- Prepared, boxed, and staged outgoing shipments.
- Received and reviewed incoming documents and materials.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Entered data into computer tracking system and filed paperwork according to procedures at 100% accuracy rate.
- Maintained accurate records to enable processor activity and performance monitoring.
- Implemented effective strategies for processor optimization based on insights.
- Led routine maintenance and troubleshooting tasks for reduced downtime.
- Collaborated with cross-functional teams to design and implement processor improvement strategies.
- Prepared reports and technical documentation of day-to-day production processes.
Processor
Bank Of America
03.2012 - 10.2013
- Received and reviewed incoming documents and materials.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Analyzed processor data and developed insight reports for management review.
- Collaborated with cross-functional teams to design and implement processor improvement strategies.
- Collaborated with other departments to optimize production workflows by 10%.
Education
Bachelor of Arts - Business Administration
Shorter University
Rome, GA08.2018
Skills
- Time Management
- Conflict Resolution
- Product Knowledge
- Social Media Support
- Attention to Detail
- Written Communication
- Critical Thinking
- Active Listening
Certification
- Project Management Professional - January 2023
Timeline
Consultant
Opendoor
01.2022 - 11.2022
Consultant
Nexa Mortgage
03.2021 - 01.2022
Consultant
OnQ Financial
11.2019 - 03.2021
Support Agent
NewHomes NewHomes
06.2019 - Current
Consultant
Cardinal Financial
04.2019 - 11.2019
Branch Manager
Calcon Mutual Mortgage
05.2017 - 04.2019
Mortgage Loan Processor
Academy Home Loans
05.2016 - 05.2017
Senior Processor
Caliber Home Loans
06.2015 - 04.2016
Processor
Bank Of America
03.2012 - 10.2013
Customer Service Sales Representative
Southwest Airlines
04.2011 - 08.2016
Bachelor of Arts - Business Administration
Shorter University
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