Le'Cretia Maria Franklin
Memphis
Summary
Dedicated professional with a focus on quality assurance and conflict resolution. Known for enhancing customer satisfaction and loyalty by proactively addressing issues and implementing effective solutions in fast-paced environments.
Overview
3
3
years of professional experience
Work History
Residential Site Manager
Affinity Care Group
Cordova, TN
11.2024 - 06.2026
- Oversaw daily site operations, ensuring compliance with safety regulations and company policies.
- Trained and mentored junior staff on best practices in site management and operations.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Interviewed, hired, and trained new workers.
Customer Service Manager
Regional Transportation District
Memphis, TN
11.2023 - 12.2024
- Developed training materials for new staff, improving onboarding efficiency and service consistency.
- Coordinated scheduling and staffing to ensure optimal coverage during peak hours, enhancing service delivery.
- Collaborated with cross-functional teams to address operational challenges, supporting overall organizational goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
Education
Bachelor of Science - Criminal Justice/Human Services
Colorado Technical University
Colorado Springs, CO12-2011
Skills
- Team leadership
- Problem-solving
- Quality assurance
- Staff management
- Management
- Conflict resolution
- Environmental awareness
Timeline
Residential Site Manager
Affinity Care Group
11.2024 - 06.2026
Customer Service Manager
Regional Transportation District
11.2023 - 12.2024
Bachelor of Science - Criminal Justice/Human Services
Colorado Technical University