Betty M. Franklin

• Streamlined appointment scheduling, increasing operational efficiency and reducing wait times.
• Maintained compliance with health and safety regulations in all service areas.
• Cultivated strong client relationships through effective communication and follow-up consultations.
• Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
• Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
• Processed payments, entering sales in register for prompt customer service.
• Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
• Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
• Educated clients on proper hair care techniques to promote healthier hair between appointments.
• Contributed to the salon''s positive reputation through excellent customer service, attention to detail, and commitment to client satisfaction.
• Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
• Assisted in inventory management by tracking product usage, reordering supplies as needed, and maintaining an organized workspace.
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Managed high-volume customer interactions in a fast-paced call center environment.

Responded to 25-30 inbound calls daily while efficiently managing some outbound inquiries.

Provided exceptional customer support, enhancing satisfaction and loyalty through effective communication.

Utilized problem-solving skills to address customer concerns, ensuring timely resolutions and positive experiences.

Documented customer interactions, maintaining detailed records to streamline future communications and follow-ups.

Trained new team members on call center protocols and systems to ensure consistent service delivery.

• Provided compassionate care and assistance with daily living activities for elderly clients.
• Monitored client health status, reporting changes to healthcare professionals promptly.
• Ensured a safe and clean home environment by performing light housekeeping tasks such as laundry, vacuuming, and dusting.
• Assisted with medication management, ensuring adherence to prescribed schedules and dosages.

• I became my mom's fulltime caregiver in January 2021 in my home. I gave her the required medications. Bathed and dressed her. Sometimes I fed her. Whatever was necessary to take care of her until she passed.

• Working in the Customer Service Center in a fast-paced environment located in the Missoula, MT office. With the focus on answering and responding to 30-40 inbound phone calls a day with the potential to handle some outbound calls.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.

• I had been promoted over the years from Technical support to NCQ (New Customer Que) then ART (Advanced Resolution Specialist). Technical support to troubleshoot and resolve Direct issues. NCQ was set up to handle New Customers that had called in more than two times. ART was formed to work with all customers that have called in multiple times. ART is the last step to resolving the customer issue before going to disconnect permanently.