Customer Service Human Resources
Resume:
ERNESTA
FRANKLIN
PROFESSIONAL SUMMARY
Results-driven graduate student with a focus on Organizational Behavior and Human Resources, complemented by a bachelor’s degree in Leadership Development. Extensive background in customer service, retention, financial services, sales, and small business consulting, with a passion for organizational development and human resource management. Proven track record of increasing profits, reducing costs, and elevating customer service standards. Skilled in leading and supervising operational and sales teams. Entrepreneurial and creative mindset with a history of successfully turning innovative ideas into tangible results. Proficient in formulating and executing strategic plans, developing new products and services, and identifying business opportunities. Strong ability to multitask, make sound decisions, and defuse challenging situations. Seeking HR administration opportunities to leverage skills and drive organizational success.
SKILLS
• Friendly and positive attitude • Strong negotiation skills
• Team leadership • Strategic vision
• Business planning • Contract negotiation
• Quick analytical thinking • Multitasking abilities
• Defusing irate customers • General scheduling
• Detailed issue explanations • Training and recruiting
• Self-starter in HR administration
• Good judgment in decision making
• Organizational and time management skills
adzjkk@r.postjobfree.com
972 - 400 - 5809
Princeton, TX 75407
h ttps://www.linkedin.com/in/ErnestaFranklin
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WORK HISTORY
Torchmark/Globe Life Insurance - Customer Service Retention Specialist McKinney, TX
08/2013 - Current
• Maintained high call volume and exceeded average concerns resolution rate
• Successfully diffused irate customers and managed and retained accounts
• Adhered to appropriate legal scripting
• Consistently achieved performance targets
Lash Group - NVAE Team Member
Carrollton, TX
04/2022 – 07/17/2023
• Monitored the accuracy of required tasks under the supervision of the Operation Manager/Nurse Auditors
• Reviewed documentation for completion and identified Adverse Events (AEs) within an 8-hour timeframe
• Maintained clean, organized, and safe work areas
• Dedicated time to professional development and contributed to team success Lash Group - Clinical Program Coordinator II Frisco, TX • 11/2017 - 04/2022
• Assisted Nurse Practitioners with case maintenance, scheduling, and data entry
• Utilized various software platforms for communication and task management
• Managed daily task worksheets and reports in Excel
• Delivered high-quality health education and prevention services
• Maintained 100% compliance with client satisfaction
• Trained new employees and contributed to strategic planning
• Consistently achieved performance targets
Atrium Properties/Embassy Suites Hotel - PBX Operator/Front Desk/Caffeine’s Attendant
Frisco, TX
08/2013 - 10/2020
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• Helped hotel guests, answered inquiries, and built rapport
• Operated multi-line phone system and transferred calls to appropriate departments
• Maintained company phone directory and trained new PBX operators
• Managed high call volume while maintaining professionalism and customer satisfaction
HOBBY/INTEREST
C.H.E.E.R - Founder/Director
Little Rock, Arkansas 72210
01/2021 – Current
• Founded and directed a charitable 501c3 nonprofit organization
• Provided innovative ideas and strategic planning for community impact
• Oversaw event operations and motivated team members
• Drove programs, grant writing, proposals, and fundraisers
• Fostered collaboration and managed day-to-day operations
• Established goals, objectives, and operational plans EDUCATION
• MBA: Organizational Behavior Studies - School of Toulouse, Denton, TX
• Bachelor of Arts: Leadership Development - University of North Texas, Frisco, TX
• Associate of Applied Science: General Studies - University of Arkansas at Little Rock, Little Rock, AR
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