Franchesca Santana Ortiz

*** ***** **** *** *.

Orlando, Florida 32807

Home: 407-***-****

Cell: 772-***-****

ace65l@r.postjobfree.com

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Objective

Obtain a customer service position that will allow me to fully utilize my customer service, sales experience,

communication, organizational, and problem solving skills to add to the continued success of your company. Customer

Service Representative versed in customer support in high call volume environments. Superior computer skills and

telephone etiquette.

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Skills

-Fast learner

-Highly dependable

-Excellent attention to detail Trusted key holder

-Exceptional communication skills

-MS Windows proficient

-Proficient in cash management

-Credit card processing

-Skilled in call center operations

-Strategic sales knowledge

-Mediation capability

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Work History

Registry Consultant/ Sales Associate, 06/2013 to current

Buy Buy Baby – East Orlando, Florida

• Assist expecting mothers and soon-to-be fathers in creating a registry

• Explain product and usage

• Explain care of merchandise

• Assist in helping soon-to-be parents prepare for the arrival of their baby

• Address customer concerns

• Provide excellent customer service

• Ring up customers

• Disburse money

• Restock products

• Maintain store cleanliness at al times

Sales Assistant, 01/2013 to 04/2013

RAC Acceptance – Altamonte Springs, Florida

• Assist customers with furniture financing

• Answer phone calls

• Address customer concerns

• Create and explain finance quotes

• Perform payment collection calls

• Operate computer, register & fax machine

• Verify customer information

• Create customer accounts and contracts

• Telemarketing

• Greet customers entering the store to ascertain what each customer wants or needs

• Explain details and care of merchandise

• Politely assist customers in person and via telephone

• Maintain cleanliness and presentation of stock room and production floor

• Set up and explain new membership contracts

Bilingual Customer Service Rep, 08/2011 to 05/2012

Liberty Medical – Port Saint Lucie, Florida

• Greet clients/patients on the phone

• Answer inbound and conduct outbound calls to place new and reorders of supplies and medications

• Handle patient/client/pharmacist/physician inquiries about accounts

• Effectively communicate with patients to help them understand how to use the product

• Assist with making arrangement to accommodate the customers (ex. no automated system calls only live

people, call only in the afternoons)

• Conduct follow-up calls and maintain a friendly business relationship with the customer/consumer

• Provide excellent customer service to our clients and patients alike

• Document all accounts

• Obtain address, insurance information, testing times, injecting times (insulin), and emergency contact

information

• Maintained High Adherence to schedule and Perfect Attendance

• Able to be flexible and multi-task different campaigns

• Recommend alternative items if product was out of stock

Retail Sales Associate, 08/2008 to 11/2010

Southern Exposure – Fort Pierce, Florida

• Operate a cash register

• Assist customers with questions and products

• Answer phones

• Greet customers

• Organize stock and update product inventory

• Perform bank drops and deposits

• Order merchandise

• Morning and night shift key holder

• Maintain store cleanliness at all times

• Provide excellent customer service

• Manage returns

• Promote replacement plans

• Ring up customers

• Receive and disburse money

• Restock products

• Add and remove ads

Shift Supervisor, 02/2007 to 08/2008

Kmart – Fort Pierce, Florida

• Operate cash register

• Make bank drops

• Answer phones

• Assist customers with merchandise purchases and special orders

• Perform product returns

• Operate lottery and western union machines

• Counting large amounts of cash

• Fold and arrange garments in attractive displays

• Communicated all store initiatives and promotions to customers to generate return business

• Politely assist customers in person and via telephone

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and

resolving problems on the spot

• Maintain cleanliness and presentation of stock room and production floor

• Monitor cash drawers in multiple checkout stations to ensure adequate cash supply

• Direct calls to appropriate individuals and departments

• Learned, referenced and apply product knowledge information

Cashier, 02/2005 to 02/2007

Food Service/ Fast Food Wendy's – Cincinnati, Ohio

• Assist customers with food orders

• Prepare food

• Clean work stations/machines/ establishment, and refill work stations

• Welcome and greet customers

• Place food orders and offered information regarding menus

• Operate cash register and receive cash from patrons

• Provide change to customers as necessary

• Ensure appropriate food handling procedures were followed including stocking, storing, wrapping, labeling,

dating, rotating and checking temperature of products

• Clean and disinfect work station, utensils and customer area

• Help with various kitchen-related functions as required

• Help in locating, reconciling, and confirming the correctness of transactions and operate equipment with

secondary electronic data processing

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Education

• High School Diploma: 2007

Fort Pierce Central - Fort Pierce, FL

• Criminal Justice, Indian River State College - Fort Pierce, FL

• Business Administration, Current

Valencia College - Orlando, FL

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