Customer Service Guest Services
Resume:
Quana francois
*************@*****.***
March 12, 2025
Dear Hiring Manager,
I'm applying for a position at your company. Based on the posted description, with over five years of experience in high- volume customer service environments—including remote roles—I have developed a strong track record of resolving escalated issues, leading teams, and delivering top-tier customer satisfaction. In my recent role as Supervisor of Guest Services at the Barclay Center, I led a team in a dynamic, fast-paced environment where I trained new hires, handled escalated concerns, and implemented service improvements. My ability to foster a customer-focused team culture and maintain high service standards contributed to a consistent increase in positive guest feedback. Additionally, in my remote roles with Walmart and YMCA, I handled complex billing inquiries, tracked resolution tickets through CRM systems, and ensured accuracy in all interactions—demonstrating my ability to thrive independently and collaboratively in virtual settings.
Thank you for considering my application. I would welcome the opportunity to discuss how my background and passion for customer service align with your team’s goals. Please feel free to contact me at your earliest convenience to schedule a conversation.
Warm regards,
Quana Francois
Quana francois
March 2023 - March 2025
October 2023-May 2024
December 2021- May 2023
October 2019- March 2020
August 2018 - December 2018
Quana francois
347-***-**** • *************@*****.***
Summary
Dedicated remote customer service professional with over 5 years of experience providing high-level support in fast-paced, high-volume environments. Skilled in de-escalating issues, leading teams, and improving service workflows. Proven success in handling complex customer inquiries, maintaining customer loyalty, and upholding service excellence across phone, email, and live chat. Recognized for strong communication, problem-solving, and mentorship in both onsite and remote settings. Work Experience
Supervisor, Guest Services (Remote/ Onsite)
Barclay Center
● Led guest services team in a fast-paced event environment, training and mentoring staff on service protocols and conflict resolution.
● Delivered feedback and coaching to ensure exceptional guest experiences.
● Handled escalated guest concerns efficiently, maintaining a high standard of service.
● Coordinated with event management and security to meet guest needs and enforce venue policies.
● Oversaw daily operations, tracked reports, and ensured team adherence to standards. Member Service Representative (Remote Service Center) YMCA of Greater New York
● Handled billing inquiries and registration for multiple branches with accuracy and professionalism.
● Managed third-party billing issues, refunds, and automatic payment issues.
● Supervised childcare billing processes, ensuring timely, accurate communication with families.
● Met all performance targets for customer response and resolution timelines. Remote Resolution Specialist (Hoops/ Insource)
Walmart INC
● Addressed nationwide customer inquiries via phone and email; handled escalations and account reviews.
● Transferred complex issues to appropriate specialists, ensuring seamless support.
● Logged tickets, tracked resolution progress, and followed up for quality assurance.
● Collaborated with teams to improve service workflows through ongoing training and feedback. Kids learning Academy
Lead Teacher/ Floater
● Delivered daily instruction and support for preschool classrooms based on curriculum goals.
● Maintained strong communication with parents and safeguarded children’s wellbeing.
● Adapted teaching strategies to suit diverse learning styles and needs.
● Floated between rooms to support events and fill in as needed. Seasonal Customer Service Associate (Remote )II
William Sonoma INC
● Managed high-volume customer inquiries across multiple channels in a remote call center.
● Resolved complaints quickly, tracked cases using CRM tools, and followed up on requests.
● Maintained high satisfaction scores by adhering to response-time and quality standards. Additional Experience
● Behavioral Health Caretaker Continuum Fiscal
● Services (2019)
● Case Manager BAC (OASAS Program) (2012-2015)
● Vocational Case Manager Rescare Workforce Services INC (2011-2012)
● Case Manager Safe Horizon (2010-2011)
Education
Long Island University – B.A. in Psychology Cornell University – Coursework in Business and Economics Certifications
● Certified Customer Service Professional (CCSP), International Customer Service Association (2022)
● Walmart Advanced Customer Care Training (2022)
● YMCA Daxko Operations Training (2023)
● Leadership in Remote Teams Workshop (2023)
Key Skills
● Customer Service & Support: High-volume issue resolution via phone, email, and chat with empathy.
● Team Leadership: Staff supervision, performance feedback, and training.
● Conflict Resolution: Calmly handle escalations and reach timely, satisfying resolutions.
● Process Improvement: Analyze workflows and reduce inefficiencies.
● Technical Proficiency: CRM systems (Zendesk, Salesforce), Microsoft Teams, Zoom, Slack.
● Remote Work Tools: Proven remote readiness with high-speed internet and virtual platforms.
● Languages: Fluent in English; conversational Spanish proficiency.
Contact this candidate