Summary
Overview
Work History
Education
Skills
Timeline
Generic

Antonio Franco

Phoenix

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Rideshare Driver

Lyft
10.2024 - Current
  • Monitored ride requests using app-based systems, adapting quickly to fluctuating demand patterns.
  • Implemented feedback mechanisms to gather passenger insights, driving improvements in service quality.
  • Analyzed trip data to identify trends, informing strategic decisions for enhanced operational effectiveness.
  • Developed strong communication skills while interacting with diverse groups of riders daily.
  • Responded to passenger concerns and complaints politely and professionally.
  • Followed company guidelines and policies when interacting with passengers.
  • Assisted passengers with loading and unloading luggage for enhanced customer care.
  • Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.

Loan Funder

Santander Consumer USA
09.2023 - 09.2024
  • Reviewed and verified loan documentation to ensure compliance with regulatory standards.
  • Processed funding requests efficiently, adhering to company policies and timelines.
  • Collaborated with underwriters to resolve discrepancies in loan applications.
  • Trained junior team members on funding procedures and best practices.

Rideshare Driver

Uber And Lyft
07.2020 - 09.2023
  • Ensured timely and safe transportation for diverse clientele across urban environments.
  • Leveraged navigation tools to optimize travel routes, enhancing efficiency and reducing wait times.
  • Maintained vehicle cleanliness and functionality, upholding safety standards and passenger satisfaction.
  • Managed customer interactions, providing exceptional service to foster positive experiences and repeat business.

Customer Service Representative

Homedepot.com
07.2017 - 06.2020
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Dispatcher

Inhome Communications
03.2017 - 06.2017
  • Kept detailed track of all available field personnel and all in-progress and completed calls.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Monitored social media and online sources for industry trends.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.

Customer Service Representative

DHL
11.2016 - 01.2017
  • Conducted research to address shipping errors and packaging mistakes.
  • Monitored and reported on transportation costs and properly filed shipping documents.
  • Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels.
  • Organized records of vehicles, schedules and completed orders.
  • Formed strategic partnerships, established metrics and participated in complex negotiations.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.

Customer Care Representative

Now Communications
07.2016 - 11.2016
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Reduced spending by negotiating beneficial deals to secure ideal rates.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.

Customer Service Associate

Petsmart
01.2016 - 07.2016
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Operated cash register for cash, check and credit card transactions with 100% accuracy.
  • Checked prices for customers and processed items sold by scanning barcodes.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

Education

High School Diploma -

Marcos De Niza High School
Tempe, AZ
12.2012

Skills

  • Credit card processing
  • International sales support
  • Report preparation
  • Sales expertise
  • Order Fulfillment
  • Inbound and Outbound Calling
  • Good listening skills
  • Creative problem solving
  • Administrative support
  • Professional telephone demeanor
  • CRM
  • Retail store support

Timeline

Rideshare Driver

Lyft
10.2024 - Current

Loan Funder

Santander Consumer USA
09.2023 - 09.2024

Rideshare Driver

Uber And Lyft
07.2020 - 09.2023

Customer Service Representative

Homedepot.com
07.2017 - 06.2020

Dispatcher

Inhome Communications
03.2017 - 06.2017

Customer Service Representative

DHL
11.2016 - 01.2017

Customer Care Representative

Now Communications
07.2016 - 11.2016

Customer Service Associate

Petsmart
01.2016 - 07.2016

High School Diploma -

Marcos De Niza High School

Similar Profiles

CREATE PROFILE
Antonio Franco