Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katrina Franks

Houston,TX

Summary

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

13
13
years of professional experience

Work History

Clinical Customer Advisor Part-time (Remote)

Concentrix
03.2024 - Current
  • Provided expert advice and support to customers on clinical products/services
  • Managed customer inquiries, conducted product demonstrations, and resolved technical issues to enhance customer satisfaction.
  • Successfully handled 40-50 calls on a regular basis, consistently achieving company quotas.

Account Manager & Retention (Remote)

ADT LLC
12.2023 - Current
  • Efficiently handled customer accounts by establishing solid connections with clients, identifying opportunities to increase sales through upselling and cross-selling initiatives, and devising successful retention strategies.
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Generated leads through cold calling activities.
  • Negotiated contracts with clients to maximize profitability.

CSR - Customer Service Representative (Remote)

ADT LLC
07.2022 - 12.2023
  • Enhanced operational efficiency by generating IT tickets for problem resolution, overseeing payments transactions handling insurance certificate dispatches and addressing alarm troubleshooting.
  • Maintained up-to-date knowledge of company products and services.
  • Identified customer needs and provided appropriate solutions.
  • Handled customer inquiries and complaints in a timely manner.
  • Documented all conversations with customers in CRM software according to company standards.
  • Consistently met weekly quotas while handling an average of 70-150 calls.

Quality Control Representative

Spinnaker Resorts
Hilton Head Island, SC
06.2019 - 07.2022
  • Monitored calls from salesmen for misinterpretations and bogus data, ensuring accurate information.
  • Identified discrepancies between actual product performance and required standards.
  • Investigated customer complaints regarding product quality issues and reported findings to management team.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Reviewed and analyzed an average of 30-80 customer calls to identify misinterpretations.

Visitor Center Associate

Spinnaker Resorts
Hilton Head Island, SC
06.2018 - 11.2019
  • Promoted to Quality Control Rep, overseeing the check-in process for excursion visitors and coordinating visit schedules.
  • Proficiently executed confirmation calls to verify customers' arrival and maintained accurate account records.
  • Collaborated with co-workers to maintain a clean, organized store environment.
  • Promoted sales campaigns through effective communication techniques such as signage and verbal announcements.
  • Provided excellent customer service by greeting visitors, responding to queries and resolving complaints promptly.

Warehouse Associate

Spartina 449
Bluffton, SC
02.2016 - 08.2018
  • Demonstrated strong organizational skills by successfully fulfilling client orders through efficient picking and timely delivery.
  • Labeled containers correctly for product identification purposes.
  • Received and processed incoming shipments, verifying accuracy of items against purchase orders.
  • Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.

Sales Associate

Sexy By Nature
Okatie, SC
05.2013 - 02.2016
  • Provided exceptional customer service including up-selling adult novelties and processing transactions.
  • Maintained up-to-date knowledge of store merchandise and policies.
  • Processed credit card transactions quickly and securely.
  • Upsold additional items based on customer interests and needs.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Engaged customers in friendly, professional dialogue to determine needs.

Cashier

Walmart
Hardeeville, SC
11.2011 - 05.2013
  • Processed member purchases and assisted with payments as per company policies for various membership and payment types; facilitated transactions at registers or self-checkout area, ensuring accurate accounting, while also maintaining a well-organized merchandise zone.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Maintained cleanliness of checkout area including countertops and registers.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.

Education

High School Diploma -

Hardeeville High School

Skills

  • Quality Control
  • Quality Inspection
  • Upselling
  • Packaging
  • Microsoft Office
  • Quality Assurance
  • Warehouse Experience
  • Communication
  • Customer Service
  • Microsoft Word
  • Sales force
  • Account Management
  • Complaint Handling
  • CRM Software
  • De-Escalation Techniques
  • Reliability
  • Professional phone voice
  • Effective Communication
  • LiveChat Messaging
  • Sales Transactions
  • Time Management
  • Customer Relations

Timeline

Clinical Customer Advisor Part-time (Remote)

Concentrix
03.2024 - Current

Account Manager & Retention (Remote)

ADT LLC
12.2023 - Current

CSR - Customer Service Representative (Remote)

ADT LLC
07.2022 - 12.2023

Quality Control Representative

Spinnaker Resorts
06.2019 - 07.2022

Visitor Center Associate

Spinnaker Resorts
06.2018 - 11.2019

Warehouse Associate

Spartina 449
02.2016 - 08.2018

Sales Associate

Sexy By Nature
05.2013 - 02.2016

Cashier

Walmart
11.2011 - 05.2013

High School Diploma -

Hardeeville High School

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Katrina Franks