Lesley Franco
North Palm Beach,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
7-eleven
Lake Park, FL
01.2022 - Current
- Greeted customers, answered questions and provided assistance with purchases.
- Maintained cleanliness of the store, including floors, shelves, counters and windows.
- Operated cash register to process customer transactions accurately and efficiently.
- Verified age requirements for purchase of alcohol and tobacco products.
- Provided excellent customer service by responding quickly to customer inquiries or complaints.
- Ensured all store policies were adhered to by customers at all times.
- Recorded sales information into computerized system accurately and timely.
- Processed credit card payments via POS terminal in a secure manner.
Sales Specialist Quality Assurance Analyst
Infinity Sales Group
Boca Raton, FL
03.2019 - 07.2021
- Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Developed and implemented sales strategies to increase customer base.
- Maintained accurate records of customer interactions and transactions.
- Built strong relationships with key accounts through regular visits and follow-ups.
Nursing Assistant
Private Care
Deerfield Beach, FL
02.2019 - 04.2019
- Provided companionship to patients, monitored their emotional well-being, and offered reassurance when needed.
- Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
- Maintained patient records accurately by documenting daily activities and changes in conditions or treatments.
- Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
- Observed patients' conditions regularly for any physical or mental changes and reported findings to the appropriate personnel promptly.
Nursing Assistant
Lynden Nursing Service
Margate, FL
01.2014 - 02.2018
- Collected specimens for laboratory testing such as urine samples and blood draws.
- Maintained patient records accurately by documenting daily activities and changes in conditions or treatments.
- Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
- Observed patients' conditions regularly for any physical or mental changes and reported findings to the appropriate personnel promptly.
- Demonstrated respect and regard for dignity of patients, families and fellow employees to promote professional, responsible and courteous environment.
Paralegal
Greenspoon Marder
Fort Lauderdale, FL
03.2012 - 09.2013
- Reviewed and organized legal documents, such as pleadings, motions, and briefs.
- Drafted correspondence to clients and other attorneys.
- Conducted research on relevant laws, regulations, judicial decisions, and legal articles.
- Created spreadsheets to track case information and deadlines.
- Collaborated with attorneys in all stages of litigation process.
Paralegal
Brock & Scott, P.A.
Fort Lauderdale, FL
04.2011 - 03.2012
- Prepared documents for closing of residential loans including promissory notes, deeds of trust or mortgages, disclosure statements and other related documents.
- Ensured compliance with federal, state, and local regulations as well as company policies and procedures.
- Analyzed credit reports to ensure accuracy of reported information before approving loans.
- Developed relationships with referral sources such as real estate agents and brokers in order to generate new business leads.
- Identified trends in delinquencies that could indicate a need for additional training or process changes.
- Reviewed and organized legal documents, such as pleadings, motions, and briefs.
- Drafted correspondence to clients and other attorneys.
- Conducted research on relevant laws, regulations, judicial decisions, and legal articles.
- Maintained client files according to established protocols.
- Collaborated with attorneys in all stages of litigation process.
- Advised clients on procedural matters related to their cases.
Education
Associate of Science - Paralegal
Florida MetropolitanUniversity
Fort Lauderdale, FL01-2006
High School Diploma -
St. Andrew High
Boca Raton, FL01-1984
Skills
- Information Security
- Scheduling
- Inbound and Outbound Calling
- Data Entry
- Paperwork Processing
- Data Collection
- Call Management
- Appointment Scheduling
- Report Generation
- Complaint resolution
- Consultative Sales
- De-Escalation Techniques
- Active Listening
- Complaint Handling
- Service Upselling
- Team Development
- Multi-Task Management
- Grammar
- Follow-up skills
- Call Center Operations
- Customer Relationship Management (CRM)
- Administrative Support
- Credit card payment processing
- Microsoft Office Suite
- Positive and professional
- Customer Relations
Timeline
Customer Service Representative
7-eleven
01.2022 - Current
Sales Specialist Quality Assurance Analyst
Infinity Sales Group
03.2019 - 07.2021
Nursing Assistant
Private Care
02.2019 - 04.2019
Nursing Assistant
Lynden Nursing Service
01.2014 - 02.2018
Paralegal
Greenspoon Marder
03.2012 - 09.2013
Paralegal
Brock & Scott, P.A.
04.2011 - 03.2012
Associate of Science - Paralegal
Florida MetropolitanUniversity
High School Diploma -
St. Andrew High