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Customer Service Representative

Houston, Texas, 77084, United States
15.00 per hour
January 31, 2018

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LaVella D. Francois

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

Cypress, Texas 77433

832-***-**** 281-***-****

Customer Service / Administrative Support

Customer service professional with experience in executive administrative support roles. Excellent communication skills and proven capabilities to remain calm in high pressure and crisis situations. Strong time management skills with the ability to comply with company policies, guidelines and identify customer’s needs. Team leadership and supervisory abilities to use independent judgment, decision-making, and problem solving skills with experience in high call volume environments and consistently maintained 90% customer satisfaction ratings. Facilitated team meetings to discuss best practices to implement new initiatives to ensure results. Also, thoroughly trained in safety regulations related to customer service support in the airline industry as well as the telecommunications field.

Professional Experience:

United Express; Express Jet Airlines Houston, TX

Flight Attendant December 2012-Present

Conducted pre-flight cabin checks and received prepared meals, beverages and equipment.

Anticipated and provided for the comfort of passengers needing special attention, including unaccompanied children, parents with infants, and people with disabilities, the elderly and non-English-speaking passengers.

Take action in the event of decompression, turbulence, mechanical malfunction, or unlawful acts by passengers.

Analyzed, recorded, and prepared reports of personnel activities.

Supervised and coordinated activities of flight attendants; assigned duties and areas of work.

Explained and demonstrated methods and procedures for performing tasks.

Updated local procedures manuals and guides according to directives and oral instructions.

Thorough knowledge of aircraft mechanical and safety equipment as required by the FAA for Flight Attendants.

Verizon Wireless Houston, TX

Sr. Customer Service Representative October 2008-August 2012

Records management and document control using verbal and written communications

Experience handling high volume of over 80-100 inbound calls

Process sales contracts and stock orders

Responsible for contract compliance expenditures and securing all requests

Provide troubleshooting support for wireless networking, along with computer hardware and software products.

Verizon Wireless Houston, TX

Customer Service Representative- Team Lead October 2000-October 2008

Analyze customer issues and identify effective resolution to minimize downtime and increase customer satisfaction.

Promote opportunities for additional services to customers and ensure customer retention.

Investigate root cause for outage problems and work with field representatives to quickly resolve and restore service.

Education and Professional Certifications:

AIU-American Intercontinental University Associates Degree

Medical Administration

Houston Area Safety Council Completed : October 2012

Basic Plus, confined space and fire safety certification

TWIC Certification

Expires 10/5/2017

Software Skills:

Microsoft Office, Word, Excel, Fax, Scan, Document control

Data Entry, Multi line telephones

Francois Pg. 2

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