Laura Francois
Stacy
North Miami Beach,FL
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Diligent customer service skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative Agent
FIS Global
Port Saint Lucie, FL
01.2021 - 03.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Provided information regarding charge accounts and loyalty programs.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled over 120 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Front Desk Clerk
Williams Island Association
Aventura, FL
06.2018 - 01.2021
- Liaised with housekeeping and maintenance staff to address requests and complaints made by residents.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Planned coverage needs and organized services to support incoming special events.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Resolved service-related problems and documented actions in system.
- Control guest/vendor access to residential floors through the elevator control system. Control access to amenity areas such as the spa, pool and beach areas
Sales Associate
Macys Department Store
Aventura, FL
12.2014 - 11.2016
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Educated associates on market trends and stayed up-to-date on forecasts.
- Processed product returns and assisted customers with other selections.
- Developed, marketed and sold full range of products and support services.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Solved customer challenges by offering relevant products and services.
- Achieved perfect attendance and on-time record.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Tracked stock using company inventory management software.
- Completed orders and organized product deliveries to meet customer timetables.
- Provided positive first impressions to welcome existing, new and potential customers.
- Maintained records related to sales, returns and inventory availability.
- Increased sales by offering advice on purchases and promoting additional products.
- Helped customers complete purchases, locate items and join reward programs.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
Education
High School Diploma -
North Miami Beach High School
North Miami Beach, FL 08.2010 - 05.2014
Skills
Report preparation
Complaint resolution
Key stakeholder relationship building
Retail materials management
Administrative support
Strategic sales knowledge
Medical terminology knowledge
Professional telephone demeanor
Service recommendations
Fluent in Creole , French and English
Customer and client relations
Sorting and labeling
Scheduling
Verbal and written communication
Organization skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative Agent
FIS Global
01.2021 - 03.2022
Front Desk Clerk
Williams Island Association
06.2018 - 01.2021
Sales Associate
Macys Department Store
12.2014 - 11.2016
High School Diploma -
North Miami Beach High School
08.2010 - 05.2014