Summary
Overview
Work History
Education
References
Timeline
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Jenica Franklin-Collier

Williamsburg,VA

Summary

Experienced account service specialist with over 20 years of experience. Motivated, dependable, results-oriented professional seeking new career opportunities working from home. Aiming to use my educational, strong customer service, listening and interpersonal skills to fulfill the requirements of a Customer Service Specialist. I am experienced in building external and internal customer relations while utilizing my positive attitude to increase customer satisfaction.

Overview

18
18
years of professional experience

Work History

School Tutor

University Instructors LLC
09.2023 - Current
  • Enhanced student comprehension by utilizing various teaching methods tailored to individual learning styles.
  • Participated in professional development opportunities to stay current on best practices in education and tutoring techniques.
  • Encouraged active participation from all students during lessons, fostering an inclusive learning environment where diverse opinions were valued.
  • Aided in test preparation by conducting targeted review sessions focused on core concepts and problem-solving techniques.
  • Supported classroom management efforts by enforcing school rules and promoting positive behavior among students.

Advancing My Education and Started a Business

Strayer University/Plushy Jenica
09.2017 - 09.2023
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Escalation Supervisor

Sprint
08.2011 - 06.2017
  • Provided new hire training and created actions plans for agents regarding performance development
  • Improved overall company reputation by consistently delivering exceptional customer service during escalations.
  • Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
  • Optimized case management systems to facilitate streamlined reporting and analysis of escalation data.
  • Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.

Account Services Specialist

Sprint Nextel Corporation
02.2006 - 08.2011
  • Interviewing high-frequency callers to gather relevant information to identify service issues/concerns and properly addressed.
  • Provided follow-up calls to customers to ensure their issues/concerns were resolved.
  • Use empathy and courtesy during all customer interactions.
  • Balanced up to 100 accounts simultaneously, maintaining regular contact and professional relationships with each.
  • Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.

Education

Bachelor of Science - Business Administration

Strayer University

Associate Of Applied Arts - Elementary Education

Rockland Community College
Suffern, NY
06.2001

References

References available upon request

Timeline

School Tutor

University Instructors LLC
09.2023 - Current

Advancing My Education and Started a Business

Strayer University/Plushy Jenica
09.2017 - 09.2023

Escalation Supervisor

Sprint
08.2011 - 06.2017

Account Services Specialist

Sprint Nextel Corporation
02.2006 - 08.2011

Bachelor of Science - Business Administration

Strayer University

Associate Of Applied Arts - Elementary Education

Rockland Community College

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Jenica Franklin-Collier