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

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.
• 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

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

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