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Work Background
Nail Artist
Nails By FrankieNail Artist
Oct. 2023United States · Hybrid
Customer Experience Representative
LBA Air Conditioning, Heating & Plumbing Inc.Customer Experience Representative
Jun. 2023 - Sep. 2023On-siteTook average of 7 - 15 inbound calls/day, depending on the busy season. Made average of 75 - 100 outbound calls/day to fill appointments for the plumbing and HVAC technicians Responded to incoming text chat messages in a timely manner and within department guidelines for answer time. Transferred calls internally to the appropriate parties. Followed scripts when handling different topics and delivered script with authentic cadence - clear, compelling, and personable. Scheduled both inbound and outbound repair and install calls to meet daily goals for the department. Maintain and updated company’s internal CRM with complete and accurate information for each account. Utilized internal resources when needed to resolve client escalations. Resolved problems by clarifying issues, researching and exploring answers and alternative solutions. Escalated unresolved problems to appropriate management. Followed up promptly and completely on all customer requests for information. Maintained knowledge of new and existing products and services in the industry Proactively sold P3 memberships to customers to meet or exceed monthly goal of sold or renewed memberships for the department
Social Media Coordinator
NailsByFrankieSocial Media Coordinator
May. 2022Remote
Social Media Manager
The Mamie & Jimmie Collier Writing FellowshipSocial Media Manager
May. 2022 - Nov. 2022Remote · RemoteI handled Social Media Management for the newly founded Mamie & Jimmie Collier Writing Fellowship, co-founded by Emmy TV Writer, Susan-Sojourna Collier • Increased traffic to social media platforms by 79% within three months • Develop brand and social strategy, themes and values • Crafted posts to meet brand objectives and deliver on key KPI’s • 24-hour response rate to resolve questions, comments and other customer interactions • Elevated and communicated client’s brand values and brand voice • Created engaging posts that prioritized client brands and values • Created content calendars and pre-scheduled content for client approval prior to posting • Developed weekly and monthly reports for executive leaders • Created visual content, including videos, images, and infographics, to improve follower engagement • Tracked analytics using online tools and provided feedback to adjust strategy • Managed social accounts for Facebook Business and Instagram Business
Virtual Assistant - University Professor, Sojourna Collier
Self-employedVirtual Assistant - University Professor, Sojourna Collier
Mar. 2022 - Jun. 2022RemoteBefore I was asked to handle her Social Media Accounts, I was a VA to the co-owner of The Mamie & Jimmie Collier Writing Fellowship. My tasks included: -Providing her Daily Agenda (calendar entries) via text by 9aEST -Providing her Daily Email Summary via Google Sheets/Email by 9pEST -Organizing & managing her Google Drives -Keeping her logins, emails & passwords secure & confidential. Once contract ended, her sensitive information was properly destroyed -Setting up appointments with staff, students, and her Creative Team via Zoom -Set up & sent email reminders one hour before meetings to attendees -Drafted & edited recommendation letter for Student -Managed 2 of her classes via Blackboard (posted weekly announcements + assignments) -Assisted with various Creative Projects (created spreadsheets, called out to other Universities, performed online research tasks) -Drafted incoming and outgoing emails
Pricing Representative
UPS Supply Chain SolutionsPricing Representative
May. 2016 - Jan. 2019Central Quote DeskTake inbound requests regarding rate quotes via phone and email Coordinate with domestic and international service centers to provide accurate rate quotes Use domestic and international rating tools to calculate competitive quotes Process manual rate quotes and provide to customers by phone or email Submit credit applications for potential clients Data Entry Set up customer profiles of Flex Global View Follow up with customer to ensure shipment satisfaction Follow up with scheduled pickups for converted rate quotes Submit credit card payments for scheduled shipments
Enterprise Account Executive
UPS Supply Chain SolutionsEnterprise Account Executive
Feb. 2016 - May. 2016Take inbound calls from enterprise accounts Schedule pickups and deliveries for accounts Arrange Transportation Security Service shipments Use email communication with customers Run Transit Reports for Lacrosse Account Data Entry
International Back Office Agent
UPS Supply Chain SolutionsInternational Back Office Agent
Feb. 2014 - Feb. 2016Compile emails to local and international UPS offices Communicate with customers via email or phone regarding shipments and rate quotes Follow up on cases for support of Front Agents Make outbound calls Calculate rate quotes using effective Math Skills
Human Resources
UPS Supply Chain SolutionsHuman Resources
Feb. 2014 - May. 2015Ensured all drivers of UPS were certified to operate vehicles on the road Compared Motor Vehicle Records and Motor Vehicle Driver Certifications Took incoming calls from Supervisors, Managers, and Health & Safety Managers for quality service Used Excel documents to keep track of drivers with Suspended/Revoked/Disqualified licenses Data Entry Requested MVR records from the state Signed off & stamped records that have been deemed complete
Call Center Representative
AMG ServicesCall Center Representative
May. 2013 - Dec. 2013Assisted customers with loans via inbound calls Provided information on payday loans to nre customers Made outbound calls to clients to set up payment arrangemts on current loans Sent documents by email and FAX to new and existing clients Data Entry Received Credit Card info and complete CC forms to process payments Carefully closed out scheduled payments to complete the payment process for my team
Call Center Representative
H&R BlockCall Center Representative
Nov. 2012 - Apr. 2013Assisted clients with tax inquiries and complications Obtained and shared knowledge on credit cards, lines of credit, and refund anticipation loans Set up appointments for clients with tax proffessionals in tax offices Suggested additional products and services for clients Assisted clients with tax refunds
Catalog Sales Associate/Replenishment
JCPenneyCatalog Sales Associate/Replenishment
Feb. 2012 - May. 2013Input order information into computer system Took transferred calls from customers regarding new or current orders Retrieved orders from the stockroom and handed over to customers Processed returns of merchandise Signed off on packaged from UPS & Fedex Operated scanners to process packages/orders Priced merchandise throughout the store
Customer Service Supervisor
US Toy / Constructive PlaythingsCustomer Service Supervisor
Mar. 2011 - Jan. 2012Obtained knowledge on merchandise in the store to effectively assist customers Stocked merchandise Supervised, coached and trained a team of 15-20 employees Led employees to complete tasks Instructed team on organization Communicated daily goals in morning meetings Counted, operated, opened/closed POS systems Transferred money made in profit to banks after store hours
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