Mercedes Franklin
Phoenix,AZ
Summary
Personable, friendly and solution-oriented Customer Representative with over 13 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management, and sales. Dedicated to customer loyalty and satisfaction.
Overview
7
7
years of professional experience
Work History
Call Center Representative
Premier Disability Services LLC
Volga, SD
10.2021 - 11.2023
- Maintained records of customer interactions, transactions, comments, and complaints.
- Complete online evaluations and applications with clients.
- Kept a detailed record of all customer interactions in CRM database.
- Made outbound calls to clients requesting services
- Answered incoming calls for potential clients
- Navigated through computer systems to review information and respond appropriately to callers.
- Exceeded established service goals while leveraging customer service, and employee management best practices.
Spa Concierge
Pure Spa And Wellness
Pueblo, CO
02.2020 - 08.2021
- Performed data entry into computer system to update client profiles and records.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted in managing daily reservations for spa treatments, ensuring all appointments were fulfilled on time.
- Restocked supplies for spa treatments, performed sanitizing procedures on reusable tools and brought out fresh linens.
- Suggested membership programs for frequently returning customers.
- Took reservations from patrons by phone or online.
- Kept up-to-date on appointment availability and spa serviced and schedules to provide clients with accurate information and effective service.
Call Center Representative
Academy Sports and Outdoors
Houston, TX
12.2016 - 12.2019
- Took special orders in person and over telephone, generating additional revenue every month.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
High School Diploma -
Marque Learning Center
Houston, TX08-2013
Skills
- Client Records Management
- Reception Management
- Body Treatments Knowledge
- Guest Relations
- Call Control
- Customer Service
- Product Upselling
References
References available upon request.
Timeline
Call Center Representative
Premier Disability Services LLC
10.2021 - 11.2023
Spa Concierge
Pure Spa And Wellness
02.2020 - 08.2021
Call Center Representative
Academy Sports and Outdoors
12.2016 - 12.2019
High School Diploma -
Marque Learning Center
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