Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Tomeka Franklin

Melissa,TX

Summary

Successful Customer Service Professional with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Service Professional

Verizon Wireless
04.2009 - 10.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Detailed payment options and explained price, receipt, and billing details to customers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies, and services.
  • Developed strong customer relationships through proactive communication and attentive service.
  • Trained staff on operating procedures and company services.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Boosted client satisfaction by promptly addressing inquiries and professionally resolving issues.

Customer Service Representative

Alltel Communications
06.2006 - 04.2009
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Documented and detailed calls and complaints using call center's CRM database.
  • 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.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Approved and terminated customer contracts upon request.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed debit and credit card and electronic check payments.
  • Investigated and resolved customer inquiries and complaints quickly.

Cashier Specialist

Target
03.2004 - 01.2006
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Assisted customers by answering questions and fulfilling requests.
  • Restocked and organized merchandise in front lanes.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Built relationships with customers to encourage repeat business.
  • Welcomed customers and helped determine their needs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Education

No Degree - Business Administration

Philander Smith College
Little Rock, AR

High School Diploma -

Sylvan Hills High School
Sherwood, AR
05.2000

Skills

  • Customer service excellence
  • Product Knowledge
  • Microsoft PowerPoint
  • Sales expertise
  • Customer Service
  • Quality Assurance
  • Payment Processing
  • Data Entry
  • Microsoft Office Suite
  • Computer Literacy
  • CRM Software
  • Sales Representative of the Month Award
  • Account Management
  • Compelling presentations

Accomplishments

  • Awarded “Employee of the Month” in 2011.
  • Awarded “Employee of the Month” in [2015].
  • Project Development - Collaborated with a team of sales representatives on a special project for promotions.
  • Supervised a team of 14 staff members.
  • Resolved product issues through consumer testing.
  • My biggest accomplishment is volunteering my service



Certification

  • Licensed Bartender 2023

Timeline

Customer Service Professional

Verizon Wireless
04.2009 - 10.2023

Customer Service Representative

Alltel Communications
06.2006 - 04.2009

Cashier Specialist

Target
03.2004 - 01.2006

No Degree - Business Administration

Philander Smith College

High School Diploma -

Sylvan Hills High School

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Tomeka Franklin