Tamarra Francis
Frederick,MD
Summary
Motivated Social Worker with comprehensive knowledge of social justice issues and systems affecting marginalized communities. Passionate about developing and facilitating programs to support communities in need. Collaborative and analytical advocate builds strategic partnerships, advocate for clients and advance change for communities in need.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
Walmart
Frederick, MD
04.2015 - 09.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
Security Officer Supervisor
Allied Universal - Security
Harrisburg, PA
03.2019 - 05.2023
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
Assistant Manager of Sales
Family Dollar
Harrisburg, PA
01.2021 - 01.2023
- Built, motivated and led high-performing team focused on genuine care for needs of every customer.
- Coached employees on upselling products and recommending enhanced services.
- Maintained professional and impeccable environment for employees and customers.
- Demonstrated exemplary customer service by engaging clients on sales floor.
- Supported staff with training, guidance and confident leadership.
Call Center Agent
Johns Hopkins Hospital
Baltimore, MD
01.2018 - 06.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Office Assistant
Morgan State
02.2016 - 06.2020
- Communicate with instructors, faculty and students
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Maintain up-to-date information about department events
- Developed a highly empathic relationship with Chairpersons’ in the College of Liberal Arts
- Respond to questions and concerns about service, and escalate calls correctly
- Recommendation available (443) 885-1885 Linda Loubert
- Completed clerical tasks such as filing, copying, and distributing mail.
Education
Bachelor of Science - Social Work
Morgan State University
Baltimore, MD04.2024
Skills
- MS Office Proficiency
- Customer Relationship Management
- Safety Regulations
- Exceptional Communicator
- Inbound and Outbound Calling
- Complex Problem-Solving
- Verbal Communication
- Case Management
- Records Management
- Crisis Intervention
- Community Outreach Programs
- Sorting and Labeling
Affiliations
- National Association of Social Workers
Timeline
Assistant Manager of Sales
Family Dollar
01.2021 - 01.2023
Security Officer Supervisor
Allied Universal - Security
03.2019 - 05.2023
Call Center Agent
Johns Hopkins Hospital
01.2018 - 06.2021
Office Assistant
Morgan State
02.2016 - 06.2020
Customer Service Associate
Walmart
04.2015 - 09.2017
Bachelor of Science - Social Work
Morgan State University