Crystal Franklin Email & Phone Number

Lake Zurich, Illinois, United States

Racine, Wi

Provide tier I and tier II network support for Comcast residential customers. Diagnose, troubleshoot and resolve a wide range of software, hardware and connectivity issues. Display courtesy and strong interpersonal skills during all customer interactions• Achieve and maintain a top 5% - 10% performance ranking within division, meeting and exceeding metrics including average handle time, schedule adherence, QA, and VOC (voice of the customer).• Build successful relationships with customers’ employing a great deal of understanding and patience in the face of difficult customer situations.• Determine cause and solution of any and all customer concerns during first contact through probing, analyzing, and implementing a permanent fix. • Advise customer on features and self-service options that best coincide with customers lifestyle.• Commit to making the customer experience “Our” best product, providing the customer with full attention, empathy, patience, knowledge and by explaining technical information in an easily understandable manner.

Austin, Texas Area

Provide 1st contact I.T. Support for “The Home Depot” department software. Remotely access associate(s) PC, providing fast and accurate solutions to 10+ applications. • Contribute over 20 proven solutions to “The Home Depot” network “Knowledge Base (KB).” • Determine technical and functional errors via an established remote desktop connection, implementing the effective resolution.• Develop a detailed sequence of troubleshooting steps necessary to resolve the software/ hardware issue.• Establish and maintain remote desktop connections through centralized server while assisting multiple clients and varied systems simultaneously• Research and implement new practices to improve quality of service and organizational efficiency.

Austin, Texas Area

Manage a high-volume workload within a deadline-driven environment. Resolve an average of 750 inquiries in any given week and consistently meet performance benchmarks in all areas (speed, accuracy, volume).• Consistently earn 100% marks in all categories including data collection, communication, listening, problem resolution, and call quality. • Adapt to an ever changing call flow of more than 1,500 clients including doctor's offices, law firms, insurance companies, and much more.• Record accurate and concise messages, transfer calls to correct person or department, schedule appointments, assist the customer with online purchases. • Flexible with constantly changing customer communication such as web chat, email, and phone.

Austin, Texas Area

Maintain high level of professionalism, patients, and efficiency to minimize customer dissatisfaction and increase customer loyalty. Administer “On the Floor” training, mentoring, and coaching, ensuring success of all agents• Attained fast-track promotion through series of increasingly responsible positions. Received recognition of Operations Manager, Supervisor, QA Supervisor and Nexxlinx VP.• Analyze call center metrics and reports, identify areas to improve, implement measures that improve service levels and achieve team objectives.• Generate hourly/ end of day reports; draft email promo(s), receipts, and overrides; regularly communicate with other locations providing best possible customer support.• Improve agent moral and retention by increasing team participation, leveraging idle time, and offering performance incentives, generating higher customer satisfaction and loyalty.

Alto, Michigan

Cultivate an immediate rapport with new/ existing clients while promoting a company image of professionalism, integrity, and quality through all forms of communication.• Increase territory sales volume by advising operators on how to manage their food cost, add bottom line sales and marketing new products.• Compile in-depth and up to date Data Base of order/ delivery logs and P&L statements.• Build and sustain strong professional relationships with food manufacturers, retailers, distributors, and clients resulting in long term client loyalty.• Coordinate presentations at trade shows and with perspective buyers, sales teams, and distribution representatives developing new opportunities for profit growth.

Grand Rapids, Michigan

Consistently meet/ exceed quotas, by employing a great deal of persistence, patients, and sensitivity to the customer needs and apprehensions• Compose sales/ collection script(s) which were quickly adopted by the department and effectively increased agent success rate.• Train agents on technique/ presentation, creating higher revenues for the client and, higher commission for employees.• Successfully collect money on past due accounts, arrange for debt repayment or establish a payment schedule based on customer’s financial situations. • Attend bi-weekly “Team Efficiency” meetings, offering a diversity of knowledge, ideas, tools, and camaraderie.

Grand Rapids, Michigan

Administer compassionate care to elderly/ disabled patients in comfort of their home. Provide companionship and assistance with daily living tasks. • Monitor and maintain record of any change in the physical and psychological condition of patient.• Collaborate with physician, nursing staff, and patient’s family, ensuring adherence of total care plan.• Reduce some of the emotional burden and physical workload for the family who is taking care of the patient.• Complete basic housekeeping chores and errands, taxi patient to and from appointments, dispense oral medication.

Computer Application Specialist, Microsoft Office Suite

Activities and Societies: Keep my skills and knowledge up to date in this ever changing world of technologies.Microsoft Office Suite.

Training, Massage Therapy/Therapeutic Massage

Swedish, Deep Tissue; Pressure Point

Certificate, General Office Occupations And Clerical Services

Keyboard; Fax; email; 6 Line Telephone System; Filing; Internet IE etc.