Roxanne Francis
Portmore,Jamaica
Summary
Proven expertise in recruitment management and CRM utilization, streamlining processes to enhance operational efficiency and drive engagement. Cultivated strong client relationships, generating a robust talent pipeline and exceeding lead generation objectives.
Overview
7
7
years of professional experience
Work History
Real Estate Systems & Lead Management Coordinator
GetKeys Realty
Remote
09.2025 - Current
- Executed cold outreach campaigns to engage prospective real estate agents, establishing a strong talent pipeline.
Managed recruiting operations for six real estate brokerages, overseeing lead flow and agent progression. - Conducted daily outreach (texts, calls, emails) to attract agents, generating over thirty warm replies weekly.
Coordinated candidate interviews with team leaders across time zones, ensuring high attendance through effective scheduling. - Administered Follow Up Boss and other CRMs, maintaining smart lists and cleaning data for optimal tracking.
Maintained a comprehensive recruiting spreadsheet logging contacts, responses, call outcomes, and hiring decisions. - Compiled weekly pipeline summaries for leadership, highlighting trends, and opportunities for improvement.
Customer Service & Operations Coordinator
American Ghost Walks
Remote
06.2025 - 01.2026
- Streamlined daily haunted tour operations across multiple U.S. locations, ensuring on-time departures and flawless guest experiences.
- Delivered real-time guest support, resolving lost, late, or rescheduled participant issues, maintaining high satisfaction ratings.
- Oversaw TripWorks manifests, verifying attendance and tour completion while proactively escalating discrepancies to management.
- Coordinated directly with cruise lines and tour guides to manage live updates, bookings, and operational logistics across multiple states.
- Conducted onboarding and trained new hires, equipping them to efficiently manage guest services and operational protocols.
- Managed last-minute ticketing adjustments, walk-up reservations, and automated compliance communications, increasing operational efficiency and reducing errors.
- Partnered with high-profile clients, including Cruise Llines, to coordinate tours and bookings, ensuring seamless execution and client satisfaction.
Administrative Accountant / Recruiting Coordinator
ConsultWise Ltd
Remote
12.2023 - 07.2025
- Managed end-to-end recruitment for part-time administrative support roles, including job postings, applicant screening, interview scheduling, and communication coordination.
- Handled onboarding processes for new hires, ensuring documentation, account setup, and system integration.
Maintained accurate personnel and payroll records while supporting HR compliance activities. - Processed invoices and tracked expenses to maintain organized accounting records for financial operations.
- Assisted in month-end and year-end closings to ensure compliance with financial regulations.
- Coordinated with internal departments to resolve financial discrepancies and enhance operational efficiency.
Supported marketing initiatives by managing social media posts and promoting services online. - Prepared and filed annual taxes for clients, completing business registrations for startups.
Freelancer Business Development Representative
Crexi
Remote
02.2025 - 06.2025
- Generated over 20 qualified leads weekly for commercial real estate clients.
- Conducted 100+ outbound calls daily, driving a 30% increase in sales pipeline.
- Utilized Salesforce, Slack, and Outreach to track leads, schedule meetings, and manage client communications.
- Built client relationships by identifying real estate pain points and providing tailored solutions.
- Consistently met and exceeded lead generation KPIs while maintaining high-quality customer engagement.
Freelancer Appointment Setter
SmartSetter
Remote
10.2024 - 03.2025
- Conducted over 100 outbound calls daily to persuade real estate agents to switch brokerages.
- Utilized scripts to communicate benefits, address objections, and schedule follow-up appointments.
- Built rapport with potential clients through professional and persuasive conversations.
- Managed lead tracking and documented customer interactions in CRM systems for effective follow-ups.
- Consistently met or exceeded daily call quotas and performance objectives.
Insurance Sales Representative
IBTR
Remote
08.2021 - 09.2023
- Achieved monthly sales targets by promoting CBD and cannabis products through outbound calls.
- Educated clients on product benefits, promotions, and usage guidelines to enhance purchasing decisions.
Documented customer interactions in CRM for precise follow-up and order processing. - Transitioned to IBTR account management after Mood contract completion, overseeing client insurance policies and claims.
- Ensured regulatory compliance while providing detailed explanations of coverage, benefits, and policy changes.
Coordinated with underwriters and claims departments to resolve inquiries efficiently.
Customer Service Team Supervisor
Amazon
On-Site
01.2019 - 06.2021
- Supervised team of 12–20 Customer Service Associates managing high-volume inbound calls, chats, and emails for Amazon customers.
Monitored daily performance metrics to identify trends and coaching opportunities. - Conducted weekly one-on-ones and performance reviews, implementing action plans to enhance productivity and quality scores.
- Resolved complex escalations from front-line agents while balancing customer satisfaction and policy compliance.
- Coordinated schedule adherence and real-time queue management to minimize wait times and achieve service level targets.
- Collaborated with Workforce Management and Operations to optimize staffing during peak seasons and high-volume events.
- Delivered refresher trainings on new policies, tools, promotions, and best practices to ensure team alignment.
Education
Business Process Management - Diploma
Alison
10-2024
High School Diploma -
Waterford High
06-2015
Skills
- Recruitment management
- Customer relationship management
- Data administration
- CRM utilization
- Cold outreach strategies
- Operational efficiency
- Performance metrics analysis
- Client relationship building
- Project management
- Travel coordination
- Workflow coordination
- Analytical thinking
- Customer service management
- Business administration
Timeline
Real Estate Systems & Lead Management Coordinator
GetKeys Realty
09.2025 - Current
Customer Service & Operations Coordinator
American Ghost Walks
06.2025 - 01.2026
Freelancer Business Development Representative
Crexi
02.2025 - 06.2025
Freelancer Appointment Setter
SmartSetter
10.2024 - 03.2025
Administrative Accountant / Recruiting Coordinator
ConsultWise Ltd
12.2023 - 07.2025
Insurance Sales Representative
IBTR
08.2021 - 09.2023
Customer Service Team Supervisor
Amazon
01.2019 - 06.2021
Business Process Management - Diploma
Alison
High School Diploma -
Waterford High