Joanna Franco
El Paso,TX
Summary
Results-driven and highly qualified professional with a proven track record of exceeding client expectations. Notably recognized for providing outstanding customer service, increasing efficiency, productivity, and revenue. Skilled in analytical thinking and leading collaborative task-oriented process to increase overall organizational performance and customer satisfaction through strategic practices.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
El Paso, TX
05.2023 - 01.2025
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Promoted available products and services to customers during service, account management and order calls.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Verified customer identification information with the applicable documents according to bank policies.
- Issued and redeemed money orders, cashier checks and traveler's checks.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Reported daily averages and shortages to operations department.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Monitored customer accounts for suspicious activity according to established protocols.
- Attracted potential customers by answering product and service questions and suggesting information about other offerings.
- Assisted members in managing online services and achieving daily banking needs.
- Performed daily balancing of cash drawer and reconciled discrepancies as needed.
- Opened customer accounts by recording account information into job-related software.
- Performed special services for customers, ordering bank cards and checks.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
- Maintained current knowledge of bank products and services offered at branch location.
- Provided assistance with opening new accounts such as savings or checking accounts.
- Managed ATM machines ensuring that they were stocked with sufficient amounts of cash.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Trained new employees on operational procedures related to customer service activities.
- Responded to customer inquiries via phone, email, and in-person transactions.
- Identified transaction errors when debits and credits did not balance.
- Maintained financial accounts by processing customer adjustments.
Customer Service Manager
Navient
01.2022 - 09.2022
- Collaborated with cross-functional teams to resolve complex customer issues and escalate concerns when necessary
- Achieved and consistently exceeded monthly customer service targets, recognized as a top performer within the team
- Monitored junior customer service representatives calls
- Provided support and troubleshooting assistance for technical issues, guiding customers through step-by-step solutions
- Streamlined call monitoring processes, enhancing team efficiency and customer satisfaction
- Led team to surpass service targets by 15% through strategic issue resolution
- Fostered a collaborative team environment to facilitate rapid problem-solving
- Analyzed technical support calls to reduce average resolution time by 20%
- Implemented innovative training programs that decreased escalations by 25%
- Reduced call handling time by optimizing workflows and training
- Elevated team performance, surpassing goals by 15% through effective leadership
- Reduced resolution time by 20% by analyzing and optimizing support calls
- Introduced training programs cutting escalations by 25%, enhancing service quality
- Mentored junior staff, improving team skills and reducing call handling times
- Optimized call processes, significantly boosting customer satisfaction and efficiency
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Monitored staff performance to ensure adherence to customer service standards.
Customer Advocated
Go services
El Paso, TX
02.2017 - 07.2021
- Surpassed sales goals through implementation of successful marketing strategies.
- Promoted available products and services to customers during service, account management and order calls.
- Tracked progress on open cases and updated customers regularly on status changes.
- Strengthened customer retention by offering discount options.
- Provided training sessions for new employees joining the Customer Advocate team.
- Ensured all customer inquiries were addressed promptly and accurately.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
Some College (No Degree) - Psychology
Sulross
Alpine, TXSkills
- Typing Proficiency 70 WPM
- CRM Software
- Customer Service
- Recordkeeping Strengths
- Problem-Solving Ability
- Process Optimization
- Time Management
- Critical Thinking
- Active Listening
- Multi-Line Telephone Operation
- Attention To Detail
- Research
- Quality Control
- Report Preparation
- Customer Relations
- Technical Support
- Lead Generation
- Documentation
- Conflict Mediation
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Quality Assurance Controls
- Account Management
- Data Entry
- Case Management
- HIPAA Compliance
- Team Collaboration
- Data Analysis
- Analytical Thinking
- Empathetic Client Support
- Confidential Data Handling
banker
- Complaint resolution
- Account updating
- Building rapport
- Reading comprehension
- Service standard compliance
- Call center procedures
- Conflict resolution
- Schedule mastery
- Coordination
- Verbal and written communication
- Team collaboration
- [Software] CRM system proficiency
- Report generation
- Promotional support
- Account management
- Administrative support
- Retail store support
- Customer relations
- Refunds processing
- Member account management
- Data collection
- Staff training
- Positive and professional
- Script adherence
- Strong teamwork
- Microsoft Excel
- Banking operations support
- Call management
- Client relations
- Dispute resolution
- Report preparation
- Call center operations
- Live chat support
- Process optimization
- Customer education
- Quality control
- Complaint handling
- Payment processing
- Problem resolution
- Microsoft office expertise
Timeline
Customer Service Representative
Alorica
05.2023 - 01.2025
Customer Service Manager
Navient
01.2022 - 09.2022
Customer Advocated
Go services
02.2017 - 07.2021
Some College (No Degree) - Psychology
Sulross