Sarah Francklin
Riverview,FL
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
19
19
years of professional experience
Work History
City Clerk - Promotion, Public Records Coordinator
City Of Tampa
08.2023 - Current
- Receives and coordinates all public records requests citywide, except for TPD and Tampa Fire; acknowledges receipt of all public records requests; ensures the accuracy of information being processed; oversees and maintains logs of all requests; researches information for all requests; fulfills requests through available resources; performs appropriate redaction of documents; submits documents to legal for review
- Expedites flow of information between various divisions/personnel as necessary; serves as liaison between the public and/or City departments
- Works within multiple systems to answer customer service queries as well as public records requests
- Maintains a strong working relationship with departmental public records liaisons and updates the list of liaisons as needed.
Utility Administrative Support Technician
Mobility Department
03.2020 - 08.2023
- Performs clerical work and coordinates activities to relieve leadership team of details; establishes, maintains, and monitors municipal or department records, files and accounts; handles confidential documents according to procedures in order to maintain their security; assists in providing input into and control of annual budgets; may be responsible for preparation of documents, deposits, accounts, payroll, employee forms, summaries, and reports; may coordinate or plan workshops and community meetings.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Office Support Specialist III
Mobility Department
01.2020 - 03.2020
- Performs clerical work and coordinates activities to relieve supervisor of details; establishes, maintains, and monitors municipal or department records, files and accounts; handles confidential documents according to procedures in order to maintain their security; may assist in preparation and control of annual budgets; may be responsible for preparation of documents, deposits, accounts, payroll, employee forms, summaries, and reports; may coordinate or plan workshops and community meetings; orders, verifies, stores, and distributes office supplies, forms, and equipment; maintains physical inventory
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer inquiries via telephone, email and customer service center to provide updated information.
Emergency Medical Dispatcher III -EMD
Tampa Fire Rescue
10.2011 - 12.2019
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of emergency medical call script within specified timeframes
- Addressed all inquiries for fire and medical service in a timely and accurate fashion
- Developed effective relationships with city and exterior departments through clear communication
- Provided cross training to several staff members.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Provided real-time coaching, guidance and feedback to trainees to achieve development goals.
Head Coach / Front Desk Manager
Champion All Stars
11.2010 - 10.2011
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Responded to telephone, email and in-person inquiries regarding the gym.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Ran practice for high school all star cheerleading program.
- Certified ASACF coach.
- Helped develop each participant's physical and psychological fitness
- Communicated effectively with parents and Boosters, including organizing and leading meetings
- Managed the entire cheer program, including camps, clinics and competition schedules
- Drafted and distributed a packet for athletes outlining rules and expectations.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Prepared weekly employee work schedules to meet operational needs.
- Established team priorities, maintained schedules and monitored performance.
Front Desk Manager
WAGS
11.2010 - 09.2011
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared weekly employee work schedules to meet operational needs.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Communications Technician II -EMD
Tampa Fire Rescue
01.2008 - 10.2010
- Answer emergency (9-1-1) and non-emergency telephone lines obtaining information, prioritizing and confirming the location of calls as well as making independent determination of appropriate action for processing all incoming calls for service, to include relaying pertinent information to the appropriate public safety response unit (police, fire, and/or emergency medical services/EMS) or providing callers with the appropriate advice or referral.
- Operate and monitor two-way radio channels, computer aided display (CAD) monitors and other related sophisticated communications equipment systems, while efficiently gathering, prioritizing, and documenting caller information.
- Accurately read, understood and carried out written instructions.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Directed responders using assigned mapping systems for timely emergency attendance.
Electronic Claims Specialist
Bank Of America
01.2007 - 12.2007
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Reservationist / Front Desk Agent
Hilton Hotels
11.2005 - 12.2006
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Head Coach / Front Desk Manager
Champion All Stars
08.2004 - 09.2006
- Helped develop each participant's physical and psychological fitness
- Communicated effectively with parents and Boosters, including organizing and leading meetings
- Managed the entire cheer program, including camps, clinics and competition schedules
- Drafted and distributed a packet for athletes outlining rules and expectations.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Prepared weekly employee work schedules to meet operational needs.
- Established team priorities, maintained schedules and monitored performance.
Education
Bachelor of Arts - Psychology
University of Connecticut
Mansfield, CT12.2005
College certification: EMT - B -
Hillsborough County Community
Tampa, FL11.2008
Skills
- Call Center Strategy
- Document Management
- Documentation Expertise
- Management Training
- Report Writing
- Customer Care
- Customer Relationship Management
- Adaptable Style
- Administrative Support
- Interpersonal Communication Skills
Timeline
City Clerk - Promotion, Public Records Coordinator
City Of Tampa
08.2023 - Current
Utility Administrative Support Technician
Mobility Department
03.2020 - 08.2023
Office Support Specialist III
Mobility Department
01.2020 - 03.2020
Emergency Medical Dispatcher III -EMD
Tampa Fire Rescue
10.2011 - 12.2019
Head Coach / Front Desk Manager
Champion All Stars
11.2010 - 10.2011
Front Desk Manager
WAGS
11.2010 - 09.2011
Communications Technician II -EMD
Tampa Fire Rescue
01.2008 - 10.2010
Electronic Claims Specialist
Bank Of America
01.2007 - 12.2007
Reservationist / Front Desk Agent
Hilton Hotels
11.2005 - 12.2006
Head Coach / Front Desk Manager
Champion All Stars
08.2004 - 09.2006
Bachelor of Arts - Psychology
University of Connecticut
College certification: EMT - B -
Hillsborough County Community
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