Customer Service Leader with 15+ Years Experience
Resume:
Carolyn (Francy) Workman
Customer Service Professional
Omaha, NE 68112
*******@******.***
Professional Summary
Dedicated customer service expert with over 15 years of experience across retail, insurance, and tech industries. Proven ability to build lasting customer relationships, resolve complex issues, and deliver exceptional service. A flexible and inclusive team player who leads by example, fostering collaboration and guiding teams toward shared goals. Skilled in technical troubleshooting, product support, and upselling, with a passion for creating positive, welcoming environments for all customers and team members.
Professional Experience
PayPal — Business Relationship Expert
February 2016 – February 2025 Omaha, NE
• Provided one-on-one customer support, resolving site and technical issues.
• Explored and recommended merchant options and additional products tailored to customer needs.
• Delivered frontline support, addressing a range of product and platform concerns.
• Collaborated with cross-functional teams to enhance customer satisfaction and service efficiency.
• Acted as a team leader, mentoring colleagues and promoting a culture of inclusivity and support.
Travelers Insurance — Inbound Phone Agent
2012 – 2016 Omaha, NE
• Managed inbound calls, processed payments, and arranged payment plans.
• Provided policy quotes and assisted customers in understanding their coverage options.
• Utilized de-escalation techniques to handle challenging interactions with professionalism.
• Contributed to team success by sharing insights, assisting peers, and fostering a cooperative atmosphere.
Mega-Saver — Cashier & Customer Service Representative
2008 – 2012 Omaha, NE
• Delivered prompt and courteous service to customers in a fast-paced retail environment.
• Handled phone sales and assisted customers with product inquiries.
• Managed cash transactions and maintained accurate records.
• Helped train new employees, encouraging teamwork and adaptability.
Education
Benson Magnet High School
High School Diploma
2004 – 2008
GPA: 4.173
Focus: General Studies
Skills
• Customer Relationship Building
• Creative Problem Solving & Issue Resolution
• De-Escalation & Conflict Management
• Verbal & Written Communication
• Multitasking & Organizational Skills
• Technical Troubleshooting & Site Support
• Product Knowledge & Upselling
• Team Leadership & Mentorship
• Flexibility & Adaptability
• Promoting Inclusion & Collaboration
• Typing Speed: 55 WPM
References
Available upon request.
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