QuaTasia Franklin
Newark,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Senior Fraud Analyst/Customer Support Specialist
Uber
Remote
01.2021 - 08.2024
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Developed and implemented procedures to detect and prevent fraud.
- Evaluated success of fraud detection systems to identify areas for improvement.
Post Office Customer Success Manager/Mail Clerk
USPS
Newark, NJ
10.2018 - 12.2021
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
Lead Customer Service Representative
Amazon
Remote
08.2014 - 10.2018
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Created and maintained detailed database to develop promotional sales.
- Implemented and developed customer service training processes.
Education
Associates Degree - Business Administration
ASA College
Brooklyn, NY05.2016
Honorary Highschool Diploma - College Preparatory
East Orange Campus High School
East Orange, NJ05.2013
Skills
- AML Compliance
- Machine Learning
- Fraud prevention
- Transaction review
- Effective Communication
- Telephone and email etiquette
- Procedure review
- Call Management
- Verbal and written communication
- Regulatory knowledge
- Dispute Resolution
- Data Analysis
- Trend Analysis
- Data Entry
- Complaint resolution
- Appointment Scheduling
- Customer Service
- Shipping procedures understanding
- Building rapport
- Technical Support
- Self-Starter
- POS systems expert
- Product Promotion
- Product and service solutions
- Medical terminology knowledge
- Conflict Mediation
- Credit adjustments
- Coordination
- Office equipment proficiency
- Product Sales
- Filing
- Reading Comprehension
- Quality Control
- Training development aptitude
- Client Relations
- Active Listening
- Problem-solving abilities
- Clerical Support
- CRM Software
- Customer Relationship Management (CRM)
- Live chat support
- Call center experience
- Service Upselling
- Computer Proficiency
- Project management abilities
- Documentation
- Money handling abilities
- Key stakeholder relationship building
- Critical Thinking
- Prioritization
- System implementation
- Proofreading
- Account Management
- One Call Resolution
- Audit Support
- Schedule Management
- Administrative Support
- Exceptional interpersonal communication
- Issue Resolution
- Social Media Monitoring
- Microsoft Outlook, Word, and Excel
- Cross-Functional Collaboration
- Meticulous attention to detail
- Decision-Making
- Athletic training and coaching
Accomplishments
Employee of the year
2015 2018 and 2020
Highest production rate
2023
Timeline
Senior Fraud Analyst/Customer Support Specialist
Uber
01.2021 - 08.2024
Post Office Customer Success Manager/Mail Clerk
USPS
10.2018 - 12.2021
Lead Customer Service Representative
Amazon
08.2014 - 10.2018
Associates Degree - Business Administration
ASA College
Honorary Highschool Diploma - College Preparatory
East Orange Campus High School