Administrative / Clerical / Data Entry

Crystal J. Franklin

615 E Wonsley Dr. Apt.246  n  Austin, TX 78753  n  (512) 294-4900  n  crystalfranklin11@gmail.com 

    Extensive experience in management, customer service, office support, word processing, specific tools /procedures/ resources, and computer applications, coupled with a strong educational background. Possess impeccable spoken and written communication skills, an advanced ability to evaluate/ adapt to changing situations, and an unmatched commitment to productivity.

 

·     Supervise Team of 55+

·     Budget Preparation

·     Perform QA/ Side by Sides

·     55 W.P.M./ 99% Accuracy

·     Train/ Mentor

·     Maintain Multiple Data Bases

 

·     Telephone: Automated OB/ IB Call System; 6 Line System; Data Collection; Debt Collection; Appointment Setting; Customer Complaints

·     Computer: Workforce; Qarma; Help Spot; Microsoft Office Suite: Word, Power Point, Excel, Access, Outlook, Publisher, InfoPath

 

 

Experience:

Supervisor

Nexxlinx - Austin, TX 78753             May 2014 – January 2016

Maintain high level of professionalism, patients, and efficiency to minimize customer dissatisfaction and increase customer loyalty. Administer “On the Floor” training, mentoring, and coaching, ensuring success of all agents

·         Attained fast-track promotion through series of increasingly responsible positions. Received recognition of Operations Manager, Supervisor, QA Supervisor and Nexxlinx VP.

·         Analyze call center metrics and reports, identify areas to improve, implement measures that improve service levels and achieve team objectives.

·         Generate hourly/ end of day reports; draft email promo(s), receipts, and overrides; regularly communicate with other locations providing best possible customer support.

·         Improve agent moral and retention by increasing team participation, leveraging idle time, and offering performance incentives, generating higher customer satisfaction and loyalty.

General Line Grocery Broker (Assistant)

Best Buy-Foods - Alto, MI 49302     April 2004 - March.2007

Cultivate an immediate rapport with new/ existing clients while promoting a company image of professionalism, integrity, and quality through all forms of communication.

·         Increase territory sales volume by advising operators on how to manage their food cost, add bottom line sales and marketing new products.

·         Compile in-depth and up to date Data Base of order/ delivery logs and P&L statements.

·         Build and sustain strong professional relationships with food manufacturers, retailers, distributors, and clients resulting in long term client loyalty.

·         Coordinate presentations at trade shows and with perspective buyers, sales teams, and distribution representatives developing new opportunities for profit growth.

Crystal J. Franklin

615 E Wonsley Dr. Apt.246  n  Austin, TX 78753  n  (512) 294-4900  n  crystalfranklin11@gmail.com 

 

Telemarketer/ Debt Collection

Sun Telemarketing - Grand Rapids, MI 49505          September 2001 - December 2004

Consistently meet/ exceed quotas, by employing a great deal of persistence, patients, and sensitivity to the customer needs and apprehensions

·         Compose sales/ collection script(s) which were quickly adopted by the department and effectively increased agent success rate.

·         Train agents on technique/ presentation, creating higher revenues for the client and, higher commission for employees.

·         Successfully collect money on past due accounts, arrange for debt repayment or establish a payment schedule based on customer’s financial situations.

·         Attend bi-weekly “Team Efficiency” meetings, offering a diversity of knowledge, ideas, tools, and camaraderie.

Home Health Aide

Chore Services - Grand Rapids, MI 49508    September 1999 - March 2002

Administer compassionate care to elderly/ disabled patients in comfort of their home. Provide companionship and assistance with daily living tasks.  

·         Monitor and maintain record of any change in the physical and psychological condition of patient.

·         Collaborate with physician, nursing staff, and patient’s family, ensuring adherence of total care plan.

·         Reduce some of the emotional burden and physical workload for the family who is taking care of the patient. 

·         Complete basic housekeeping chores and errands, taxi patient to and from appointments, dispense oral medication.

 

Education:

 

Computer Application Specialist - Training 

Grand Rapids Community College; Grand Rapids, MI

2007

Massage Therapist

Olympia Career Training Institute; Grand Rapids, MI

2002


Office Occupations and Clerical Services - Certificate

Kent Career Tech. Center; Grand Rapids, MI 

2001

  • ID#: 95106
  • Location: Austin, TX , 78753

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