Customer Service, Information Technology, Data Entry

Franshawn Hurst

Detroit, Michigan 313-***-**** ************@*****.***

Customer Service Professional with 20+ years of experience in customer service and 2 years of tech support, known for decreasing customer de-escalation time by 15%. Demonstrates strong skills in training, employee orientation, and project management, with a degree in Information Technology. Highly adaptable and creative, committed to delivering exceptional customer satisfaction and driving continuous improvement.

EDUCATION

Bachelor of Arts in Information Technology, February 2025

University of Phoenix, Phoenix, Az

Associate of Arts in Information Technology, April 2021

University of Phoenix, Phoenix, Az

EXPERIENCE

Customer Service Rep, Technical Support, Transportation Agent, Training Specialist, Tier 2 Supervisor, Chat, Email, Q&A August 2021 to October 2024

ContactUS Communications - Columbus, OH

I have held various important roles within the company, allowing me to have a significant impact in different areas. Some of my main responsibilities included:

Led communication with vendors to ensure that we not only met but surpassed expectations to accommodate special needs for members

Expertly troubleshooting a wide range of consumer devices, from iPads to MacBooks, to ensure uninterrupted functionality

Managing a large volume of customer inquiries and concerns, always striving for first-call resolution

Provided attentive support to individuals through chat and email to ensure a smooth customer experience

Developed and implemented training plans and materials to maximize learning efficiency and drive continuous improvement in my various roles.

Manager/Head Bartender, January 2010 to May 2018

Yesterday’s Private Club, Southfield, Michigan

I was responsible for hiring and training new employees on etiquette, proper procedures, and customer service

Boosted sales by 30% by creating new beverages

Scheduled employee hours and duties

Ensured adequate and proper inventory stocking, excelled in understanding customer needs

Motivated team with incentives to improve productivity, teamwork, and motivation.

SKILLS

Empathy Hardware Upselling

Management Troubleshooting Training

Data Entry Decision Making Computer Skills

Problem Solving Technical Support Time management

Quality Assurance Project Management

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