Nastassia Francis
Virginia Beach,VA
Summary
Detailed-oriented Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving, personable follow-through and a talented multitasker with good prioritization. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 2 years of service-focused experience and attentive with passion for customer support.
Overview
6
6
years of professional experience
Work History
Customer Advocate
Ttec (TeleTech) - HealthCare Solutions
12.2021 - Current
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Contacted outside providers on behalf of customers to help solve problems.
Restaurant Hostess
Pangea Restaurant And Lounge
06.2017 - 10.2017
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
Education
No Degree - Child And Adolescent Development
University of Technology
Kingston, JamaicaHigh School Diploma -
Saint Hughs High School
Kingston, Jamaica06.2010
Skills
- Claims ( medical and pharmacy)
- Calm and Professional Under Pressure
- Inquiry Research
- Communication
- Microsoft Office
- Customer Service
Timeline
Customer Advocate
Ttec (TeleTech) - HealthCare Solutions
12.2021 - Current
Restaurant Hostess
Pangea Restaurant And Lounge
06.2017 - 10.2017
No Degree - Child And Adolescent Development
University of Technology
High School Diploma -
Saint Hughs High School
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