Machelle Frank
Benton,TN
Summary
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.
Overview
24
24
years of professional experience
Work History
Customer Service Team Lead
Solenis
01.2000 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Escalated issues to proper supervisors when standard processes were not effective.
Education
High School Diploma -
McMinn Central High School
Englewood05.1993
Skills
- Customer Satisfaction
- Policy Enforcement
- Professional telephone demeanor
- Staff education and training
- Customer Relations
- Order Fulfillment
Timeline
Customer Service Team Lead
Solenis
01.2000 - Current
High School Diploma -
McMinn Central High School