Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Ydenise Francisco

Ewing

Summary

Green Lending Supervisor at Capital Good Fund with a proven track record in training and mentoring teams. Enhanced operational efficiency through strategic planning and complex problem-solving, resulting in improved customer satisfaction. Skilled in staff management and analytical thinking, fostering a collaborative environment that drives performance and achieves organizational goals.

Overview

6
6
years of professional experience

Work History

Green Lending Supervisor

Capital Good Fund
02.2023 - 08.2025
  • Oversaw daily operations, ensuring compliance with organizational policies and service standards.
  • Trained and mentored staff, fostering a collaborative team environment and enhancing performance.
  • Implemented process improvements, increasing workflow efficiency and reducing operational bottlenecks.
  • Conducted performance evaluations, providing constructive feedback to support employee development.
  • Managed scheduling and resource allocation, optimizing team productivity across various projects.
  • Collaborated with cross-functional teams to address challenges and implement effective solutions.
  • Monitored key performance indicators, identifying trends to inform strategic decision-making processes.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.

Customer Service Supervisor

Capital Good Fund
08.2020 - 02.2023
  • Supervised daily customer service operations, ensuring adherence to company policies and procedures.
  • Trained and mentored team members in effective customer communication strategies.
  • Resolved escalated customer issues, improving overall satisfaction rates through conflict resolution techniques.
  • Implemented process improvements that enhanced operational efficiency within the customer service department.
  • Analyzed customer feedback to identify areas for service enhancement and staff training opportunities.
  • Coordinated scheduling and workload distribution to optimize team performance during peak hours.
  • Developed training materials that facilitated onboarding of new hires in customer support roles.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.

Bilingual Customer Service Representative

PSEG
08.2019 - 09.2020
  • Utilized CRM systems to track interactions, maintain records, and streamline communications.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Provided language translation services for customer service inquiries.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.

Customer Service Representative

Capital Good Fund
09.2019 - 08.2020
  • Resolved customer inquiries efficiently using CRM software to enhance service quality.
  • Managed high-volume calls, ensuring timely and accurate information delivery to clients.
  • Collaborated with cross-functional teams to streamline processes and improve response times.
  • Trained new staff on company policies and customer interaction best practices for improved performance.
  • Delivered exceptional bilingual support, resolving customer inquiries and enhancing satisfaction.
  • Managed high-volume call center operations, ensuring timely responses to customer needs.

Education

Associate of Science - Nursing

Mercer County Community College
East Windsor, NJ
06-2030

Bachelor of Science - Technical Managment

Devry University
Illinois City, IL
10-2007

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Decision-making
  • Complex Problem-solving
  • Strategic planning
  • Employee motivation
  • Attention to detail
  • Staff development
  • Staff discipline
  • Analytical thinking
  • Team building

Accomplishments

  • In collaboration with my team successfully Closed 1 million dollars in green lending loans which was a first for the company.
  • Supervised team of 5 staff members.

Languages

Spanish
English

Timeline

Green Lending Supervisor

Capital Good Fund
02.2023 - 08.2025

Customer Service Supervisor

Capital Good Fund
08.2020 - 02.2023

Customer Service Representative

Capital Good Fund
09.2019 - 08.2020

Bilingual Customer Service Representative

PSEG
08.2019 - 09.2020

Associate of Science - Nursing

Mercer County Community College

Bachelor of Science - Technical Managment

Devry University

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