Jadne Franklin
Bronx,New York
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering eight years of service-focused experience.
Overview
8
8
years of professional experience
Work History
Customer Advisor
MICROSOFT
11.2021 - Current
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
- Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
- Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings.
- Documented customer interactions in Dynamics to maintain complete customer service history.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
Reseller Specialist
APPLE
11.2015 - 09.2021
- Contacted customers to follow-up on Internet and telephone sales inquiries.
- Liaised with sales platform representatives to develop additional sales opportunities.
- Conducted product training to optimize user experience.
- Processed and tracked orders and shipments to verify accurate and on-time delivery of products.
- Managed pipeline and monthly sales forecast to achieve goals and metrics.
- Identified and recruited reseller partners through active campaigns to expand business and achieve revenue goals.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed sales channels and competitive marketplace by leveling playing field for resellers to minimize conflict.
- Developed and maintained relationships with company resellers, partners and customers to maximize market growth.
- Managed product returns and exchanges to maintain customer satisfactions and minimize losses.
- Resolve customer disputes courteously to enhance customer satisfaction.
Retail Contact Center Specialist
APPLE
01.2020 - 04.2021
- Accomplished at navigating difficult customer situations and complex customer issues
- Answered customer's questions about products, prices, availability, or credit terms
- Collaborated with colleagues to exchange information: selling strategies or marketing information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Boosted customer service satisfaction ratings through consistent quality control.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Technical Support Representative
TURTLE BEACH
06.2020 - 04.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming requests for technical support.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Education
Bachelor of Science Cyber Security -
Colorado Technical University
Colorado Springs, Colorado12.2025
Skills
- Inventory Control
- Educating Customers
- Inbound Call Management
- Service-Oriented Mindset
- Issue Research
- Conflict Resolution
- Hardware Diagnostics
- Application Support
- Desktop Support
- User Support
- Customer Service
- Technical Support
- Hardware Upgrades
- Software Installation
- Technical Troubleshooting
- Mac Systems
- Customer Service Expert
Enthusiast Computer Building
I build my own custom gaming PCs to have the best gaming experience possible. I enjoy researching, comparing, and finding the best parts and accessories, as well as assembling, troubleshooting, and optimizing them. I learn new skills and knowledge every time I build or upgrade a PC, and I express my personality and style through my PC. Building a gaming PC is my passion and the way I challenge myself.
Timeline
Customer Advisor
MICROSOFT
11.2021 - Current
Technical Support Representative
TURTLE BEACH
06.2020 - 04.2021
Retail Contact Center Specialist
APPLE
01.2020 - 04.2021
Reseller Specialist
APPLE
11.2015 - 09.2021
Bachelor of Science Cyber Security -
Colorado Technical University
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