Jean Patrick Francois
Lake Worth ,Florida
Summary
Dynamic customer service professional with a proven track record at Telvista, excelling in bilingual communication and customer retention strategies. Skilled in Salesforce and conflict management, I consistently enhance customer satisfaction and loyalty through effective problem-solving and upselling techniques, ensuring a positive experience for every client interaction.
Overview
15
15
years of professional experience
Work History
CUSTOMER SERVICE AGENT (PART-TIME)
TELVISTA
, USA
07.2024 - 04.2025
- Assist customers with ordering items and finding their favorite products online
- On every call, agents are required to present additional items or 'upsells', also the ability to understand products and services
- Took 20% Calls in Haitian Creole, French
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
CSR
WIPRO
02.2020 - 06.2024
- Help customers with complaints, questions and concerns
- Inform customers about products and services
- Take orders and process returns
- Respond to customer inquiries and concerns
- Make outbound calls to follow up on customers' need when necessary
- Maintain composure in escalated situations
- Build customer relations by earning their loyalty and trust.
- Operate accurately & efficiently in a fast-paced environment
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
CUSTOMER SERVICE REPRESENTATIVE
ONE TOUCH DIRECT
11.2018 - 02.2022
- Provide Assistance to customers in finding the right products
- Help customer find deals that will most benefit them
- Retain customers
- Route complaints and concerns to the proper department when unable to personally support
- Took 30% Calls in French
Customer Service Representative
Delray Community Development Corp.
Delray Beach, FL
05.2010 - 07.2015
- Retention Calls
- Reach out to current clients to address their questions and needs.
- Focus on the 3 R's of customer loyalty: retention, related sales, and referrals.
- Provide exceptional service to retain customers and encourage word-of-mouth marketing.
- Health and Resource Assessment (HRA) Conduct thorough assessments to maximize the resources available to clients.
- Identify and provide additional benefits that clients may qualify for.
- Document and share impactful stories of client assistance on SharePoint under the 'Make a Difference' folder.
- Collaborate with carriers to acknowledge and celebrate these success stories.
- Enrollment Verification (EV)
Education
High School Diploma -
Southern Connecticut State University
New Haven, CT01.2019
Bachelor of Science - Management-Health Management
Palm Beach State College
Lake Worth, FL01-2017
Skills
- Excel
- Bilingual communication
- Language proficiency
- Customer retention strategies
- Problem-solving
- Team collaboration
- Conflict management
- Customer relationship management
- Salesforce
- MS Office
- Citrix
- Avaya
- Customer Service
- Sales
- Upsell
- Retention
- Data Entry
- Interpreting
- Translating
- Call flow maximization
- Customer satisfaction surveys
Industry Lines
- Online Media
- Healthcare
- Sales
- Travel & Leisure
- Retail and Consumer
Languages
- English, Fluent
- French, Fluent
Areas Of Practice
- Customer Service
- Sales, Upsell & Retention
- Data Entry
- Interpreting & Translating industry lines
Computer Applications
- Excel
- Salesforce
- MS Office
- Citrix
- Avaya
Timeline
CUSTOMER SERVICE AGENT (PART-TIME)
TELVISTA
07.2024 - 04.2025
CSR
WIPRO
02.2020 - 06.2024
CUSTOMER SERVICE REPRESENTATIVE
ONE TOUCH DIRECT
11.2018 - 02.2022
Customer Service Representative
Delray Community Development Corp.
05.2010 - 07.2015
High School Diploma -
Southern Connecticut State University
Bachelor of Science - Management-Health Management
Palm Beach State College
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