Keanna Franklin
Locust Grove,GA
Summary
Professional in customer support, equipped to handle inquiries and resolve issues efficiently. Skilled in communication, problem-solving, and time management. Proven ability to collaborate effectively within teams and adapt to changing demands. Known for strong commitment to achieving results and ensuring customer satisfaction.
Overview
16
16
years of professional experience
Work History
Virtual Customer Service Representative
Arise
03.2020 - Current
- Company Overview: Virtual customer service provider
- Sourced and managed customer retention database and online appointment booking system
- Generated summaries on issues, refunds and replacements, sending detailed updates to customers
- Maintained composure and patience in dealing with aggressive customers
- Relayed customer feedback, highlighting improvement opportunities to future product, marketing and customer support initiatives
- Delivered personalized written support via email with instructions regarding products
- Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling
- Developed new tactics to persuade canceling customers to stay with company
- Resolved payment issues efficiently to improve customer satisfaction and loyalty
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service
- Updated information and details of calls and inquiries in customer service database for future reference
- Virtual customer service provider
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Store Manager
Guthries
04.2018 - 12.2024
- Handling customers complaints
- Hire and train staffs
- Inventory management
- Recruiting and training staff monitor inventory orders
- Managing budgets assist customers in all aspects ,lead coach and develop a strong team
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Manager
Wendys Fast Food
01.2014 - 03.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
Production Quality Worker
NCR
03.2013 - 10.2016
- Sorted cargo for accurate shipment to target locations, preventing unnecessary delays and promoting productivity
- Cleaned and removed debris from shipping and receiving sections to prevent accidents and keep areas clear
- Tracked movements with hand-held scanners and daily production sheets to keep records accurate
- Developed storage and space utilization plans in accordance with regulations for specific commodities and equipment
- Assembled products from raw materials and completed inspections
- Maintained clean work area by removing refuse and debris and organized all tools after completion of each shift
- Supported quality assurance by visually inspecting items and removing defect parts
- Planned and implemented well-organized assembly strategies to produce products conforming to design specifications
- Inspected and tested final products to verify conformance to established tolerances
- Smoothed surfaces to enhance alignment of parts and finishes
- Positioned and aligned components to complete accurate assembly work
- Inspected finished parts and components for quality assurance and to uncover any final issues
- Worked fast to complete tasks and meet daily deadlines.
- Followed instructions and procedures to complete assigned tasks.
- Cleaned and straightened work areas to maximize productivity and safety.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
Production Worker
Snyder's-Lance
08.2009 - 11.2013
- Maintained machines, gauges, controls and components by monitoring and adjusting to meet specific production conditions
- Kept mechanical parts in ideal condition by cleaning, adjusting and lubricating using grease guns and hand tools
- Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records
- Examined packages and goods for damage and notified vendors of specific issues requiring replacement
- Managed vendor relationships to support supply chain and maintain product quality
- Rotated goods in inventory by following 'first in, first out' approach to keep shelves organized and well-stocked
- Monitored work areas for cleanliness and obstacles, moving cartons and boxes to keep all aisles free of clutter for ease of movement
Education
High School Diploma -
Central High School
Phenix City, AL05.1999
MBA - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL09-2025
Skills
- Senior leadership support
- Active listening
- Direct sales
- Inbound and outbound calling
- Call center experience
- Microsoft Office expertise
- Project management abilities
- Data evaluation
- RFID tools
- Loading and unloading protocols
- Assembly procedures
- Documentation ability
- Machine setups
- Shipment preparation
- Equipment calibration
- Equipment assembly
- Preventive maintenance
- File maintenance
- Appointment scheduling
- Billing management
- Customer relations
- Understanding customer needs
- CRM software
Timeline
Virtual Customer Service Representative
Arise
03.2020 - Current
Store Manager
Guthries
04.2018 - 12.2024
Manager
Wendys Fast Food
01.2014 - 03.2018
Production Quality Worker
NCR
03.2013 - 10.2016
Production Worker
Snyder's-Lance
08.2009 - 11.2013
High School Diploma -
Central High School
MBA - Medical Billing And Coding
Ultimate Medical Academy
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