Customer Service Franchise Business

Herbert Vassallo

201-***-**** ady35y@r.postjobfree.com wdflaundromat.com

EXPERIENCE Coverall North America - Franchise Business Consultant Lyndhurst, NJ June 2020 - Now

● Prepare and complete one-on-one visitation in franchise stores, complete weekly virtual training sessions, hold area meetings within the region, and complete conference calls regularly to provide training in the area.

● Actively engage franchises in annual strategic planning efforts and regular goal-setting practices to assist with a successful growth strategy including marketing development and service/sales growth.

● Train new Franchise Business Owners (FBO) on Core 4 process and company standards of cleaning.

● Retain customers and contracts from dissolving. Gain trust by handling complaints in person with meetings.

● Grow FBO accounts past minimum requirements of $4000 earnings per month.

● Earn bonuses from hitting positive KPI and growth goals.

● Enable the Franchise Business Owners to gain contracts on their own by providing monthly sales training.

● Gain new customers by prospecting possible businesses that may need cleaning services across the Northern NJ and Manhattan NY area.

Aerotek - Capsule Pharmacy Team Leader - New York, NY Sept 2019 - June 2020

● Team Lead of 10+ people. Conducting training sessions and overseeing team activities.

● Keeping updated KPI reports to send to higher level agents within management.

● Learning and mastering CRM such as Talkdesk & Kustomer.

● Educated customers on the benefits of new tools and technologies for ordering medication, resulting in a 20% retention rate.

● Handled 80+ daily financial transactions.

● Achieved a team based customer service rating of 10 by exhibiting strong customer service skills. Aerotek - Capsule Pharmacy Customer Service Associate - NYC, NY Nov 2018 - Sept 2019

● Providing quick and effective customer service for 100’s of customers each day through text, app messages, emails and calls.

● Being evaluated for quality assurance and reviewing mistakes made during CRM interactions.

● Complete customer communication requests within certain time period. EDUCATION Hudson County Community College Associate's degree, Business Administration and Management,

SKILLS Software: Microsoft Office (Excel,Word, Powerpoint), Google Drive (Docs, Sheets, Slides), CRM Languages: English (Native), Spanish (Professional) Interests: Fitness, Soccer, Travel, Tech, Entrepreneurship, Projects: Creating, Marketing, and Managing an online laundry business.

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