Frantz Dorcely
**** ******* **** ****** * Naples, FL 34113 * 786-***-****
ab8zlr@r.postjobfree.com
Profile
• Ability to interact with the customers
• Excellent problem solving and decision making skills
• Technical knowledge of the field
• Elaborative approach
• Multitasking skills
• Ability to manage stress and work under pressure
• Strong verbal communication skills
• Ability to convince the customers
• Possess in-detail knowledge of the subject so as to help the customers solve their queries
• Ability to deliver relevant and true information
Professional Experience
Pizza Hut 11/2006-09/2011
Customer Service Representative
• Attracts potential customers by answering product and service questions; suggesting
information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining
the cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer
information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed. * Excel within a
service-oriented company, demonstrating a talent for communicating effectively with
customers from diverse backgrounds.
Customer Service Manger
Wal-Mart 09/2011-current
• Ensured customers were satisfied with every part of the flooring experience, from initial
greeting through order completion.
• develop and implement customer service policies and procedures
• define and communicate customer service standards
• review and assess customer service contracts
• direct the daily operations of the customer service team
• plan, prioritize and delegate work tasks to ensure proper functioning of the department
• review customer complaints
• track customer complaint resolution
• handle complex and escalated customer service issues
• monitor accuracy of reporting and data base information
• analyze relevant data to determine customer service outputs
• identify and implement strategies to improve quality of service, productivity and
profitability
• co-ordinate and manage customer service projects and initiatives
• identify and address staff training and coaching needs
Inventory Control Specialist
Wal-Mart -current
• Run a series of inventory reports on daily, weekly, or monthly basis and perform detailed
analysis of item
• Develop accurate, consistent, and enhancements to the inventory reporting structure.
• Identify ‘heavy’ and ‘low turn’ inventory items and maintain communication reports for
sales team.
• Perform inventory adjustments (quantity and price variance analysis)
• Perform visual validation of received merchandise to description and package details
from original purchase order.
• Develop merchandising information guide as an ‘enhancement’ to increase inventory turn
performance.
• Work in tandem with the entire Product Solutions team and maintain flexible attitude
supporting all stated objectives.
• Maintenance and accountability for high levels of customer service (internal and external)
EDUCATION
Edison State College, Naples, Fl
BS, Hospitality Management, 2011
Naples High School, Naples, Fl General Studies, 2008
COMPUTER SKILLS
MS Word, Excel and PowerPoint
CORE COMPETENCIES
communication skills
data collection and analysis
problem analysis and problem solving
decision-making
planning and organizing
presentation skills
stress tolerance