Customer Support Client Services

ROHAN FRANCIS

Frisco, TX ***** 972-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Detail-oriented client services professional with excellent verbal and written communication skills and dedication to excellence. Results-driven and focused on delivering exceptional customer support with integrity. Demonstrable success with global and regional organization in managing client concerns and resolving conflicts to maximize customer satisfaction. SKILLS

• Highly organized and detailed oriented

• Excellent communicator with ability to tailor

communication style for target audience

• Strong interpersonal skills, uniquely able to

forge good relationships to best understand

client needs

• Exemplary technical and business acumen

• Ability to strategically move sales process to

closure

• Fluency in English & Spanish

• Expertise in hospitality management, travel

planning and arranging guest accommodations

WORK HISTORY

Stratton Amenities, Frisco, TX Lead Concierge/Manager Feb 2024 – Present

• Supervise concierge team, create and manage team schedules, along with managing various services offered to the resident base

• Acting as a liaison between guests and any department necessary

• Managing daily operations of facilities along with Managing guest/customer needs

• Maintaining inventory of supplies and ordering new stock as needed

• Arranging accommodations, transportation and recommending local dining and entertainment The Envy Group Travel, Santiago, DR Business Concierge Jan 2013 – Dec 2024

• Promote international travel and tourism, identifying lucrative niche markets for customized packages

• Create effective campaigns to sell vacation packages to diverse clients resulting in high quarterly increases in company profits

• Work closely with VIP clients/celebrities with high degree of respect for privacy

• Resolved issues quickly and effectively utilizing active listening, conflict resolution and strong communication skills

• Maintain high level of professionalism and discretion when dealing with clients

• Coordinate ground and air travel arrangements for business and leisure customers, achieving exemplary support satisfaction scores

• Address customer inquiries with timely and professional responses via phone, email, and in-person Cal Communities, Fort Lauderdale, FL Director, New Business development Jan 2005 – Dec 2012

• Created contact management strategies to develop relationships with promising prospects

• Worked closely with Vice President of Sales to create and establish sales strategies

• Monitored office workflow and administrative processes to keep operations running smoothly

• Oversaw operations and provided corrective feedback to achieve daily and long-term goals Ameriquest Mortgage Company, Brooklyn, NY Account Executive Jan 2002 – Jan 2005

• Averaged $1.9 million in sales volume per month

• Managed loan originating, application approval, and processing

• Conducted extensive cold calls to customers/clients, ordered appraisals and payoffs, verified proper vesting on title and scheduled closings

• Built and strengthened relationships with new and existing accounts to drive revenue growth AT&T WIRELESS, East Meadow, NY Communications Specialist/Manager Jan 2001 – Jan 2002

• Sold wireless telecommunication products, averaging high monthly sales volumes

• Provided customer service support, responsible for managing and training of store sales associates

• Planned and executed marketing rollouts

EDUCATION

Long Island University, Brookville, NY - Brookville, NY 1993 - 1997 Pursued B.A. Degree in Marketing - Completed 111 credits LANGUAGES

Bilingual (English/Spanish)

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