MICHAEL A FRANKLIN
Philadelphia,PA
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
8
8
years of professional experience
Work History
Uber Driver
Uber
04.2019 - Current
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Answered, scheduled, and responded to reservation calls at specific times and locations.
- Upheld high standards of professionalism and discretion when working with high-value clients.
- Cleaned vehicle regularly to maintain professional appearance.
- Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.
- Cleaned and sanitized rideshare vehicle to avoid germ and infection spread.
- Picked up riders at designated locations and greeted upon vehicle entry.
- Completed 7,000+ trips while maintaining a rating of 4.95.
Security Guard
Night Cat Protective Services
04.2022 - 12.2022
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Analyzed and produced course-of-action reports and escalated issues outside scope of expertise to management.
Customer Service Representative
SP Associates Creative Communications
01.2018 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Online audio editor.
customer service support
NCR Corporation
03.2018 - 12.2018
- Completed relevant reports and distributed to managers, team members or customers.
- Handled troubleshooting and fault-finding services onsite and by phone.
- Assembled new systems and connected to existing infrastructure.
- Supported management in commissioning, quoting, installing and troubleshooting of different projects.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Monitored systems in operation and quickly troubleshot errors.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Security Guard
G4 Security Solutions
01.2018 - 03.2018
- Monitored security cameras, log pertinent activities and filled in when called upon to assist other departments.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Completed full building and grounds patrols to spot and investigate concerns.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Cashier
Giant Supermarket
09.2016 - 12.2017
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Co-Op Community Affairs Intern
Comcast Internet Essentials
01.2016 - 08.2016
- Responsible for coordinating logistics with community stakeholders in grassroots communities
- Worked onsite at various public schools distributing Internet Essentials materials along with providing Internet training to low- income families.
- Prepared and organized clinical notes and documentation to provide detailed resources.
- Complied with mandated organizational and regulatory mandates to maintain patient safety and privacy.
Skills
- Reading Comprehension
- Grammar
- Process Optimization
- Quality Control
- Customer Relationship Management
- Equipment Coordination
- Project Coordination
- Studio Recordings
- Digital Sound Editing
- Motor Vehicle Escort
- Legible Report Writing
- Weapons Screening
- Personnel Protection
Timeline
Security Guard
Night Cat Protective Services
04.2022 - 12.2022
Uber Driver
Uber
04.2019 - Current
customer service support
NCR Corporation
03.2018 - 12.2018
Customer Service Representative
SP Associates Creative Communications
01.2018 - 12.2022
Security Guard
G4 Security Solutions
01.2018 - 03.2018
Cashier
Giant Supermarket
09.2016 - 12.2017
Co-Op Community Affairs Intern
Comcast Internet Essentials
01.2016 - 08.2016
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