LESLIE FRANCO
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CUSTOMER RETENTION REPRESENTATIVE
COX COMMUNICATIONS
05.2024 - 11.2024
- Provided prompt assistance during calls from customers who are considering downgrading or disconnecting, listening to their concerns and providing tailored solutions.
- Increased customer satisfaction with detailed explanations of product offerings, pricing structures, and contract terms.
- Enhance customer retention rates by having transparent conversations to help customers understand the value of existing products/services while uncovering the need to add additional products/services.
- Reaffirm the needs of each customer’s household and influence or solidify the "why" Cox products and services fulfill their unique needs.
- Delivered exceptional customer service to every customer by leveraging extensive up to date knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
CALL CENTER REPRESENTATIVE
SimonMed Imaging
07.2023 - 05.2024
- Operated multiple systems while providing exceptional customer support and maintaining professional composure.
- Established rapport and trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Handled calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently answering questions/concerns while simultaneously checking them in.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Investigated and resolved customer inquiries and complaints quickly.
CALL CENTER SPECIALIST
Vanguard Group
10.2021 - 06.2022
- Reduced average call duration, skillfully guiding customers towards optimal solutions in a timely manner.
- Demonstrated exceptional problem-solving skills to effectively handle complex customer issues and concerns.
- Handled customers sensitive information with discretion, adhering strictly to privacy regulations and company policies.
- Increased efficiency and performance goals through proactive one-call resolutions.
- Properly educated customers about billing, payment processing and support policies and procedures.
Warehouse Associate
AMAZON
05.2020 - 03.2021
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Worked safely around moving machinery.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Performed inventory control, such as counting, and stocking merchandise.
- Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
Sales Associate
RAINBOW
04.2017 - 01.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
No Degree -
COCHISE COLLEGE
DOUGLAS, AZ08-2019
High School Diploma -
DOUGLAS HIGH SCHOOL
Douglas, AZ05-2019
Skills
- Call Center experience
- Upselling strategies
- Cross-selling techniques
- Teamwork and collaboration
- Proficiency in Microsoft Word, Outlook, & Excel
- Active listening
- Excellent communication skills (Bilingual Spanish/English)
- Phone etiquette
- De-escalation techniques
- Inbound call management
- Sales and upselling
- Customer service
Certification
Armed Security License
Drivers License
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
CUSTOMER RETENTION REPRESENTATIVE
COX COMMUNICATIONS
05.2024 - 11.2024
CALL CENTER REPRESENTATIVE
SimonMed Imaging
07.2023 - 05.2024
CALL CENTER SPECIALIST
Vanguard Group
10.2021 - 06.2022
Warehouse Associate
AMAZON
05.2020 - 03.2021
Sales Associate
RAINBOW
04.2017 - 01.2018
No Degree -
COCHISE COLLEGE
High School Diploma -
DOUGLAS HIGH SCHOOL
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