Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shandricka Franklin

Gulfport,MS

Summary

Accomplished in elevating customer satisfaction and loyalty, demonstrated during tenure at Concentrix through expert problem-solving and active listening. Skilled in both customer service and critical thinking, adept at managing high-stress situations and resolving technical issues, contributing to significant improvements in efficiency and service delivery. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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

13
13
years of professional experience

Work History

Customer Service Representative

Concentrix
09.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.

Bank Customer Service Representative

USAA Bank
02.2021 - 05.2023
  • Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
  • Addressed customer inquiries, requests and complaints with courtesy and professionalism.
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Collaborated with team members to achieve branch sales targets by promoting banking products and services.

Chat Support Representative

Senture
10.2016 - 03.2020
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.

Assistant Accountant

Lamont Masonry
01.2013 - 06.2016
  • Maintained detailed financial records of accounts receivable and payable status and bank reconciliations.
  • Assisted with monthly and quarterly income statements, balance sheets and cash flow reports to inform decision-makers.
  • Maintained accurate and complete documentation to facilitate accounting and filing functions.
  • Reviewed general ledger entries and assessed accuracy.
  • Processed payroll by validating work hours and attendance of employees.

Crew Member

McDonald's
08.2011 - 09.2012
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.

Education

GED -

East Feliciana High School
Jackson, LA
05.2011

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience

Timeline

Customer Service Representative

Concentrix
09.2023 - Current

Bank Customer Service Representative

USAA Bank
02.2021 - 05.2023

Chat Support Representative

Senture
10.2016 - 03.2020

Assistant Accountant

Lamont Masonry
01.2013 - 06.2016

Crew Member

McDonald's
08.2011 - 09.2012

GED -

East Feliciana High School

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Shandricka Franklin