Customer Service Call Center

FRANCESCA DEMPSEY

Columbus, OHIO ***** 220-***-**** **********.**@*****.***

High energy, dependable, Customer Service professional with over ten years of documented experience. Able to expertly perform day-to-day administrative task such as, maintaining information files and processing paper work. Using computer systems providing info to co-workers, supervisors and subordinates by telephone, written form, email or in person. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Customer Service excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Patient and empathetic with extensive background in conflict resolution and customer care. Desires a role. Friendly Sales Associate adept at working in diverse retail and customer service environments. Customer Service with expertise in delivering support services and resolving customer complaints.

Correctional Officer, 05/2023 - Current

Ohio Department Of Rehabilitation And Correction – Columbus, Ohio Enhanced facility security by conducting regular inspections and addressing potential risks. Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts. Reduced instances of contraband by thoroughly searching inmates, cells, and common areas. Facilitated rehabilitation programs for inmates, promoting positive behavioral changes and reducing recidivism rates.

Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates. Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.

Assisted in the training of new correctional officers, providing guidance on best practices and procedures. Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties. Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.

Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.

Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.

Financial Account Clerk 1, 09/2019 - 05/2023

Franklin County Child Support Enforcement Agency – 80 E. Fulton St. Cols. Ohio 43215 Applied mathematical abilities to calculate and check figures in accounting systems. Maintained compliance with all established guidelines and legal requirements. Stayed on top of applicable federal and state requirements to minimize legal and financial risks. Organized budget documentation and tracked expenses to maintain tight business controls. Applied proper codes to invoices, files and receipts to keep records organized and easily searchable. Set up and updated Excel spreadsheets to track financial data. Investigated daily variances and corrected errors to resolve discrepancies. Examined documents for accuracy, legality and compliance with pertinent regulations. Fiscal Clerk, 09/2019 - 11/2022

Franklin County Child Support Enforcement Agency – 80 E. Fulton St. Cols, Ohio 43215 Maintained cash drawer of $100.00 or more per shift. Promptly resolving discrepancies in daily totals. Working harmoniously with others and the public, promotes cooperation; maintains strict ethical behavior and PROFESSIONAL SUMMARY

WORK HISTORY

positive relations with fellow employees and agency constituents. Set priorities and develop systematic and effective means for accomplishing task in efficient and timely manner. Transferred data and documents for smooth system migrations and software updates. Answered questions for clients, finding solutions to help with customer concerns. Learning and prepare trouble shooting flow charts for issues with other scanners used to process checks that come into office.

Completing Any housing that needs to be verified, within an 24-48 hours of receipt. Strive to complete (2) training class outside of the agency to continue their professional development. Assisting scanning documents into onbase for recoupment accounts that need to be reviewed for for the supervisor.

Participating in a group helping to inform co-workers of the needs of clients we serve, in a TEAMS group called Cashier Booth Client Assistance.

Teacher, 03/2017 - 09/2019

Michael's Lil Angels Day Care – Columbus, OH

Monitor childrens conditions by observing physical & mental condition. Intake and Output & exercise.

Support children by providing childcare, feeding, learning activities. Shopping for food and other daycare requirements.

Preparing and serving meals & snacks.

Running daycare errands.

Assisting patients you providing personal services, such as, baths, dressing & grooming. Helps child care for themselves, by teaching or helping use walker, special utensils to eat, special techniques and equipment.

Providing family with special instructions on how to care for child with programs, Advise on how to provolone nutrition & learning.

Updates job knowledge by participating in educational opportunities. Protecting the care agency by adhering to professional standards & home health care policies and procedures, federal, state, local requirements.

Customer Service Rep., 04/2016 - 09/2019

Safelite AutoGlass – Columbus, OH

Resolving product or service problems by clarifying the customers complaints, determining the cause of the problem, selecting & explaining the best solution to solve the problem. Expediting correction or adjustments, following up to ensure resolution. Effectively managing daily orders.

Effectively managed a high-volume of inbound and outbound customer calls. Meeting expectations for Team Leads & Supervisors & companies quotas. Strong phone contact handling skills and active listening. Excellent Communication and presentation skills.

Customer Service Orientation and ability to adapt/ respond to different types of personalities. Identify and asses customers wants & needs to achieve satisfaction. Customer Service Representative, 05/2015 - 03/2017 Eddie Bauer

Build rapport, listen, clarify and manage conversational flow. Answered a constant flow of customer calls with up to over 400 calls in queue per minute. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referred unresolved customer grievances to designated departments for further investigation. Managed high call volume with tact and professionalism. Provided incentive to increase productivity by offering employees awards for best customer service. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Met or exceeded service and quality standards every review period. Developed all process controls and metrics for daily management of the Call Center. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Evaluated consumer reports on a monthly basis.

Effectively managed a high-volume of inbound and outbound customer calls. Identified chronic customer issues by creating and maintaining customer complaint log. Initiated operations improvements to improve overall call center productivity. Acted professionally and patiently when addressing negative customer feedback. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Cashier, 06/2013 - 09/2014

Giant Eagle Supermarket

Trained new cashiers on procedures, customer service and sales techniques. Returned any change rendered to the customer after counting it out appropriately. Greeted customers promptly.

Completed purchases using Point of Sale systems.

Totaled bills and calculated taxes.

Answered questions regarding the ingredients or availability of specific items on the menu. Took credit card and cash payments and offered change. Responded quickly to customer inquiries, answering questions and offering insight into the products. Directed customers to store locations.

Notified management of security, vandalism and theft concerns. Checked identification for proof-of-age and refused to sell alcohol to anyone under the age of 21. Cleaned and organized register counters.

Ran cash register at busy pacebestablishment.

Printed out tickets and ensured that the date, time and seat numbers were accurate. Greeted over 400 customers per day and communicated with them in order to take their orders. Moved new inventory to sales floor and arranged on shelves or other displays in an attractive manner. Received deliveries, unpacked boxes, checked off items in the system and put products in their respective places in the stockroom.

Pleasantly engaged customers, offered a warm smile and provided immediate and dedicated assistance. Denied alcoholic sales to anyone who was intoxicated and contacted the management immediately if issues escalated.

Collected and stored coupons.

Made eye contact and pleasantly engaged customers when they entered the store. Carefully bagged items to prevent fragile products from being smashed or broken. High School Diploma : 06/2004

Brookhaven High School - Brookhaven, MS

Interacting with computers, updating and using relevant knowledge, Communicating with supervisors, peers or subordinates, Performing administrative actions,

Organizing, planning or prioritizing work, Resolving Merchandise Supply and Inventory Duties.

Warehouse Logistics-Shipping.

Attentive to clients and Job, exceptional

communication skills.

EDUCATION

SKILLS

Conflicts and negotiating with over, over (10+Years) Health and Sanitation Experience.

In-HomePatient Care.

Manufacturing-Team Lead.

Direct Customer Service, creative problem solver.

MS Window Proficient, POS systems expert.

Cash flow management, trusted key holder.

Multi phone line talent, strategic sales knowledge.

Contact this candidate