Franklin Xulu
Sumter,SC
Summary
Dynamic customer service professional with a proven track record at Foundever, excelling in complaint handling and active listening. Recognized for enhancing customer loyalty through empathetic resolutions and effective training of new hires. Adept at critical thinking, ensuring swift issue resolution while maintaining high standards of service quality.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Foundever
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Sales Associate
RNR Tire Express
05.2021 - 08.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Listened to customer needs and desires to identify and recommend optimal products.
Quality Control Inspector
Southeast Armoloy
07.2019 - 05.2021
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Inspected incoming and outgoing materials for accuracy and quality.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Performed visual inspections and non-destructive tests where appropriate.
- Maintained compliance with industry regulations through meticulous record-keeping and documentation of inspection results.
- Completed precise measurements using special tools.
- Updated quality control records and reports.
- Examined products for imperfections and defects.
Education
Scott's Branch High School
Summerton, SCSome College (No Degree) - Information Technology
Central Carolina Technical College
Sumter, SCSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint handling
- Customer education
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Foundever
10.2023 - Current
Sales Associate
RNR Tire Express
05.2021 - 08.2023
Quality Control Inspector
Southeast Armoloy
07.2019 - 05.2021
Some College (No Degree) - Information Technology
Central Carolina Technical College
Scott's Branch High School
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