Customer Service Quality Assurance

Giana Franklin

949-***-**** ********@***.*** Sun City, CA

SUMMARY

I am a courteous and professional customer service leader and manager with 20 years of experience supervising direct reports, leading projects, volunteering in the community, and managing a family. I am very skilled at working with tough customers, managing and de- escalating grievances, enforcing standard operating procedures and following safety regulations. I am a dependable and responsible professional with a passion for providing world-class customer service, making an impact in the world and providing for my family. EXPERIENCE

Fulfillment Center Associate

Walmart, Inc.

04/2020 - Present Fort Worth TX, Chino CA, Fontana Ca. Managed product inventory program, led quality assurance for incoming orders and handled urgent escalations

Executed physical activities to include order consolidation and packing, to ensure order accuracy and timeliness

Customer Service & Kiosk Agent

Advantage - EZ Car Rental

11/2017 - 03/2020 DFW

Oversaw entry and exit points at DFW airport terminals as the front line of the AEZ Car Rental team

Led end-to-end customer engagement, to include ID verification, product upselling, damage assessment and claim management Associate/Special Project Manager

Walmart, Inc.

07/2014 - 07/2015 Rockwall, TX

Hand-selected to lead the credit card promotion program Took the program sales from “worst-to-first” out of the nine stores in our region by generating $46K in just five months

Program Manager

Westmoreland Heights Community Center

11/2012 - 06/2014 Dallas, TX

Coordinated daily activities of volunteers in the assembly and distribution of food items donated by vendors for distribution to inner-city, underprivileged Dallas residents

Tutored children in areas of math, reading and sponsored groups of children on field trips to movies, museums, and water parks Various Roles

Amtrak

05/1979 - 05/1999 Los Angeles, CA & Chicago, IL

Supervised approximately 700 direct report employees on train and engine crews, and on-board employees

As Chief of Operations, I conducted daily operational briefings, manpower assessments to coordinate staffing requirements. I also led HR & administrative functions to include processing employee time-slips and overseeing the bidding process

As a lead service attendant, I managed all inventory, oversaw operations for food & beverage services. I was also responsible for overall customer satisfaction

RELEVANT SKILLS

Earning Trust of Others

Listen, treat people with respect, and

strive to find a connection

Desire to Learn

Lifelong learner and naturally curious

Process Improvement

Always looking to make things better,

faster, more efficient

Day-to-day Operations

Prioritize tasks and delegate effectively

Conflict Resolution

Separate the people from the problem

and manage personalities

Adaptability

Willing and able to lean-in

wherever/however necessary

Positive Winning Attitude

MOST PROUD OF

Raising a Star

My son is a healthcare IT leader and

former US Air Force Captain. He earned

his undergrad degree as a student

athlete from the Air Force Academy and

MBA from Arizona State's W.P. Carey

School of Business.

Professional Career

Proud of my journey from entry level to

national supervisor & my ability to

successfully reenter the workforce after

13 years of supporting my family full time

EDUCATION

California State University (CSU) -

Northridge

Education

CSU - Fullerton

Labor Relations

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