Franchesca Renfroe Email & Phone Number

Atlanta, GA, US

Atlanta, GA, US

Atlanta, Georgia, United States

United States

Columbus, GA, United States

Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote-solutions that may include alternative products or services. Undertake research and develop proposal to new.

Midland, Georgia

• Manages a team of GURU (team leads) that are responsible for helping frontline agents with any questions or concerns they have with policies and procedures when helping a customer on the floor.
• Accountable for achieving business goals for a team of up to 25 associates within unit (mixture of frontline agents and GURU).
• Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.
• Prepare and deliver monthly performance reviews for direct reports.
• Manage business level metrics (pen rates, occupancy) to high efficiency standards.
• Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

Columbus, Georgia, United States

• Serves as the Point of Contact for Fifth Third Bank and TD Bank – Handles client escalation emails for both clients
• Responsible to help maintain less than 2% verification failure rate for Fifth Third Bank (Successfully met for two months in a row)
• Maintains leadership coverage schedule for Associate Managers in the Fraud department (Columbus and McDonough)
• Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Adjusts staff schedules to effectively.
• Assists with implementing anti-fraud processes to prevent fraudulent payments, transactions, and account registrations. Monitors data and patterns to keep fraud losses within standards. Participates in meetings with.
• Oversees the fact gathering and investigation process and advises on actions for resolution while working to ensure Service Level Agreements are maintained..Responds to client's requests in a timely manner.

Columbus, Georgia

• Consistently surpass ESQI (customer service index) to above corporate average in a branch that had been struggling to maintain customer service previously
• Manage employees in providing the highest level of customer service, including managing the rental counter, telephone service and skills while leading by example
• Develop and maintain a successful operation plan
• Responsible for choosing, interviewing and hiring part time staff; while supervising, teaching, evaluating and developing full time employees
• Monitor the overall performance of full time employees, and plan motivation meetings and performance reviews to keep employees focused and promotable
• Create, plan and participate in sales plans, both inside and outside, on a regular basis in an effort to constantly grow the business and build strong relationships with each account

Columbus, Georgia Area

Columbus, Georgia Area

Assist with managing a 300+ fleet of cars. Manage reservations and contracts, account for various inventories, and educate customers about different products or services Enterprise offers (e.g. upsells, coverage's, and prepaid gas). Acquire needs from existing major accounts and market potential new accounts constantly.

Greater New York City Area

• Constructed national Rapid Response campaigns for various cause spaces
• Communicated with 1000+ members who requested help for campaigns via Zendesk
• Helped with management of campaigns
• Researched for the Discrimination cause space
• Ran competitions for various campaigns and wrote campaign content

Columbus, Georgia Area

• Ran customer service desk, taking in returns and helping disgruntled customers
• Surpassed sales quota for, “item of the month” by 20% consistently
• Trained new hires on Customer Service Procedures at service desk

Columbus, Georgia Area

Wrote bi-monthly column, "College, Love and a Pen", Edited articles for A&E section

Columbus, Georgia, United States

• Won free merchandise for selling the most seasonal products
• Managed the floor resets to enhance profitability of new products
• Increased sales by 10% by being the front end CS Rep.

Greater Atlanta Area

Generated entertainment news stories 3 times a day, covered award shows, trained new interns, edited articles, helped develop brand

Greater Atlanta Area

• Customer greeter and front end specialist
• Performed quarterly inventory auditing the current supply of products in store
• Responsible for training newly hired cashiers

Columbus, Georgia Area

Produced a weekly radio show titled, "Love Amongst Other Things." The show was geared to the issues college students face during the different relationships they are involved in.

Bachelor Of Arts (B.A.), Mass Communication/Media Studies

Activities and Societies: Collegiate Women of Columbus State University

Digital Marketing Analytics

Bachelor Of Arts - Ba, English Language And Literature/Letters

Activities and Societies: Arts and Entertainment editor at The Saber (University Newspaper)Minor achieved in Professional Writing