Frances Walton Email & Phone Number

Asheville, North Carolina, United States

• Manage a team of customer experience agents in their daily consumer and retailer facing duties• Launched the CRM ticket management system HubSpot usage for CX team at Green Sprouts • Proactively and reactively communicate with retailers, consumers, and reps daily, ensuring that we are making frequent touchpoints for best end-to-end experience• Collaborate with the Marketing and Sales Director, Marketing Manager, and Sales Manager to develop comprehensive, coordinated strategies to improve the customer experience and community engagement• Created a confluence knowledge base of internal information for of standard operating practices & foundational items

Charlotte, North Carolina, United States

• Defining and implementing processes, quality checks, key performance indicators• Analyze net promoter scores to improve overall quality of product for customer's experience• Driving cost reduction by improving quality and productivity of agents• Project Management• Act as liaison between customers and key departments to affect change in DAZN processes and product• Planning and implementing of Customer Service and Social Media Customer Service team• Participate in new market launches: Initial planning, team structure, training, processes and policies• Acting knowledge hub for updates in product, process changes, overall general information regarding DAZN

Charlotte, North Carolina

My role is to train new and existing agents by identifying opportunities to improve their output. I train agents on new products and new product features . My role is to disseminate knowledge in an easily digestible way to maintain the maximum amount of information retention. • Create and maintain training documentation• Analyze data to see where individuals and the center as a whole need improvements• Utilize technology to provide the best medium for agents to access education• Created and implemented learning management system to simplify the training process from on-boarding to new process and general information updates• Oversee social media customer service channels for US and CA operations• Manage a team of 4-6 agents by monitoring their response output and content creation• Perform post-mortem reporting for upper management regarding performance on event weekends

Charlotte, North Carolina Area

•Create and articulate lesson plans involving dimensions of communication in the modern business world•Manage 4 classes of 25+ students, emphasize learning through interaction and creativity•Utilize adult learning techniques (andragogy) to facilitate learning in students age 18 to 60+ •Refine and evaluate students’ ability to create business letters, memos, résumés, and presentations•Teach fundamentals of presentations and hone students’ public speaking skills•Develop creative solutions to foster maximum retention of course material through slide decks, learning activities, roleplay, webcasts, podcasts, etc

Charlotte, North Carolina Area

•Training and supervising AP/AR personnel, perform HR administrative responsibilities for 25+ employees•Documented standard operating procedures for Accounting Department •Produce templates to save time with AR/|HR processes and maintain a sense of consistency•Cleaned up AP system in the first 6 months, developed creative solutions to ensure credits and debits were applied correctly•Increased cash flow into company by reconciling and collecting over $500,000 of past due payments from customers in the first 6 months of employment•Create & edit Power Point presentations for Board Meetings and the internal Sales Team to promote CSI•Answer phones and transfer information to upper management in a clear and concise manner •Provide solutions to inquiries presented via phone, email, or face-to-face •Exercise friendly greeting techniques when welcoming visitors into facility •Create/manage Excel spreadsheets to maintain an organized and easily accessible information hub•Enter updated customer and vendor account information to maximize expedited payment schedules

Charlotte, North Carolina Area

•Taught supplemental instruction classes weekly for Communication and Rhetorical Theory •Performed research and data entry for professors within the communication department•Executed classroom activities i.e. distributing papers, note taking, and answering questions•Implemented original lesson plans as a theory and mass media lab instructor

Greensboro/Winston-Salem, North Carolina Area

•Examined personal narratives for analysis purposes •Carried out background research and transcribed audio interviews•Evaluated findings and provided annotative bibliographies

Master Of Arts (M.A.), Business/Corporate Communications, 3.4

Activities and Societies: CSGSA (Communication Graduate Student Association) Treasurer August 2010-May 2011Maintained a focus revolving.

International Public Relations

Bachelor Of Arts (B.A.), Communication, General, 3.97

Activities and Societies: OLSL (Office of Learning and Student Leadership) October 2008- May-2009