Franz Robert Email & Phone Number

As a Level 1 Technology Administrator for CXone, I troubleshoot and manage integrations between Salesforce and CXone, oversee the control tower cases backlog, and perform daily administration and support of the Salesforce Service Cloud environment. My responsibilities include system configuration, user management, customization, and maintaining data integrity. I generate and analyze customized reports, manage software testing processes, and handle support tickets. I evaluate new releases, provide expertise on Salesforce and CXone, and participate in system improvement initiatives. Additionally, I collaborate on ad-hoc projects, ensure high-quality workflows, maximize team productivity, and contribute to the continuous training and motivation of the Customer Care team. I also report daily on statistics and team performance.

As a Customer Care Team Leader, I provide real-time and scheduled feedback to consultants, identifying behaviors that affect their performance. I assist the workforce management team in maintaining service levels, lead weekly huddles on department and process updates, and handle escalated customer inquiries and support questions. Additionally, I perform various tasks as directed by my supervisor and the Customer Care Manager.

In my previous role at my current company, I started as a Customer Care Specialist and, within less than a year, was designated as a Critical 10 Specialist. This dedicated team prioritizes resolution and response, often related to high-value orders. In this advanced role, I handled complex cases, multiple inquiries, and escalated cases, managed a team, and was responsible for daily reporting. I provided high-level pre- and post-sale customer service by liaising between consumers and businesses, ensuring effective communication and resolution of issues. Additionally, I performed various tasks as directed, including handling inquiries via email, chat, and phone.

Metro Manila

In my previous role as a Customer Relationship Officer, later advancing to Subject Matter Expert/Second in Charge (2IC), I was responsible for delivering a high level of post-sale customer experience to both external and internal clients. I generated intraday and weekly reports based on data analysis, led weekly training sessions on process updates, and handled escalated customer inquiries and agent support questions. Additionally, I provided floor support and performed other tasks as directed by my immediate supervisor.

Mandaluyong, National Capital Region, Philippines

Mandaluyong, National Capital Region, Philippines

Mandaluyong, National Capital Region, Philippines