Customer Service Call Center

Barry J Franklin

**** *. ********** ***, *******, TN 38018

901-***-**** ******@*****.***

SUMMARY

Extensive experience in sales, management, implementation, and training. Proven ability to work efficiently and effectively to accomplish company goals. Skilled in Microsoft Office and problem-solving.

EDUCATION

University of Memphis, Memphis, TN

Bachelor of Business Administration, Sales/Marketing

State Technical Institute, Memphis, TN

Associate Degree, Mid-Management Banking

EXPERIENCE

Sedgwick CMS, Memphis, TN

Call Center Team Lead (September 2016 - October 2024)

Assess and evaluate team competencies.

Maintain records of training activities for colleague progress.

Analyze and resolve customer service issues.

Supervise a Service Center team, providing leadership, direction, and support.

Monitor workloads and status; support colleagues by providing advice on handling complex issues.

Work with team leadership to develop, implement, and monitor staff development plans.

Communicate with upper management regarding unit issues and resolutions.

Best Buy, Memphis, TN

Geek Squad Precinct Leader (September 2013 - February 2017)

Ensure all Geek Squad employees are up to date on training.

Order equipment and supplies in a timely fashion.

Handle customer service issues.

Exceed financial goals on a monthly, quarterly, and annual basis.

Involved in hiring and firing decisions.

Participate in store management, including opening and closing the store.

Fill in as needed in all aspects of store operations, including loss prevention, cashier, floor sales, and sales training.

National College, Memphis, TN

Teacher (August 2009 - January 2017)

Teach Microsoft Office (Word, Excel, PowerPoint, Access).

SKILLS

Microsoft Office (Word, Excel, PowerPoint, Access)

Problem-solving

Team leadership

Customer service

ACHIEVEMENTS

Led a team to achieve a 20% increase in customer satisfaction at Sedgwick CMS.

Developed and implemented training programs, reducing onboarding time by 25%.

Exceeded financial goals at Best Buy, contributing to store profitability.

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