Shanetta Francis
Lewisville
Summary
Dedicated and knowledgeable professional with experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed policy knowledge. Committed to streamlining processes to improve service efficiency and satisfaction.
Overview
12
12
years of professional experience
Work History
Caregiver
Self Employed
08.2024 - Current
- Provided caregiver support for special need individual, assisting with daily activities and household management.
- Optimized scheduling, resource allocation for a busy household, and streamlining daily tasks for each day.
- Directed event planning and volunteer coordination for school/community initiatives.
Passenger Service Agent (Seasonal)
Alliance Ground International
05.2024 - 08.2024
- Perform all aspects of airport operations, including ticketing transactions, baggage check-in, issuing boarding passes, and dispatching flights in a safe and timely manner.
- Offered efficient and professional customer service and resolved passenger problems as required.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Answered phones taking reservations and processed credit card payments.
Senior Content Analyst
Genpact
11.2017 - 03.2023
- Collaborated with cross-functional teams to address content concerns and develop solutions
- Identified inappropriate or offensive material on websites and social media platforms
- Adapted quickly to changing policies and procedures as needed within organization
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Able to prioritize and manage daily productivity
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Executed quality assurance protocols to ensure content accuracy, consistency, and alignment with brand standards.
Receiving Associate
Amazon
10.2016 - 05.2017
- Reconciled shipping invoices and receiving reports to verify count accuracy
- Collaborated with managers to help resolve issues with lost or damaged packages
- Packed outgoing orders securely, ensuring safe transport of goods
- Inspected all items for damage or defects before shipping to customers
- Assembled and repackaged items into containers and boxes for shipment.
Packing Associate/ Trainer
Neiman Marcus
10.2014 - 09.2016
- Sorted and organized products for packing according to company guidelines
- Assembled and labeled shipping materials accurately, ensuring proper identification and tracking information
- Trained new packing associates on proper procedures, safety regulations, and company policies
- Handled fragile products with care to ensure they arrived at their destination intact
- Followed quality control procedures by checking package weights and dimensions before shipment.
Education
Associate of Arts - Business Administration And Management
Dallas College
Dallas, Texas08.2024
Skills
- Problem-solving
- Time management
- Multitasking and organization
- Quality assurance
- Research
- Customer service management
- Documentation and reporting
Timeline
Caregiver
Self Employed
08.2024 - Current
Passenger Service Agent (Seasonal)
Alliance Ground International
05.2024 - 08.2024
Senior Content Analyst
Genpact
11.2017 - 03.2023
Receiving Associate
Amazon
10.2016 - 05.2017
Packing Associate/ Trainer
Neiman Marcus
10.2014 - 09.2016
Associate of Arts - Business Administration And Management
Dallas College