Michael Franklin
Charlotte,NC
Summary
Dedicated customer service professional with a strong focus on issue resolution and relationship building. Proven ability to enhance customer satisfaction and drive performance improvements through effective coaching and training.
Overview
1
1
Language
13
13
years of professional experience
Work History
Customer Service Lead Assistant
Spectrum
Charlotte, North Carolina
2025.03 - Current
- Resolved escalated issues from team members and customers efficiently.
- Delivered prompt, knowledgeable service for routine inquiries and complaints, enhancing customer satisfaction.
- Assisted customers with account management and troubleshooting tasks.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Collaborated with various departments to enhance service processes.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Supported manager by resolving customer complaints and issues during peak times, ensuring smooth operations.
Sales Consultant
Bronner Bros
Charlotte, North Carolina
2016.06 - 2025.05
- Engaged customers to identify needs and deliver tailored product solutions, enhancing customer satisfaction.
- Demonstrated product features and benefits to enhance customer knowledge and satisfaction.
- Analyzed customer needs to identify tailored solutions, improving customer retention and loyalty.
- Collaborated with team members to create sales strategies and promotional events, driving increased customer engagement.
- Built strong relationships with clients through follow-up communications and support services.
- Conducted market research to identify trends and inform sales tactics for target demographics.
- Managed inventory levels to ensure product availability and timely restocking efforts.
- Provided training and mentorship to new sales staff on company policies and procedures.
Assistant Store Manager
QuikTrip
Charlotte, North Carolina
2013.10 - 2019.02
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Developed and delivered training programs for new team members to enhance operational excellence.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Supported conflict resolution among team members to foster a positive work environment.
- Resolved customer complaints by actively listening, documenting issues, and providing tailored solutions.
- Analyzed customer feedback to improve service delivery and shopping experience.
- Implemented promotional displays to enhance product visibility and increase sales.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
Education
US Air Force Veteran
Skills
- Customer service excellence
- Account management
- Issue resolution
- Product knowledge
- Client relationship management
- Customer engagement
- Operational efficiency
- Training and coaching
- Problem solving
- Conflict resolution
- Staff motivation
- Relationship building
Languages
Spanish
Professional
Timeline
Customer Service Lead Assistant
Spectrum
2025.03 - Current
Sales Consultant
Bronner Bros
2016.06 - 2025.05
Assistant Store Manager
QuikTrip
2013.10 - 2019.02
US Air Force Veteran