Frances Lawrence
Suffolk,VA
Summary
Dynamic Customer Care Advocate with a proven track record at Veteran Government Services, excelling in dispute resolution and customer satisfaction. Leveraged strong communication skills and data entry proficiency to enhance service quality, consistently surpassing performance benchmarks. Adept at multitasking and fostering relationships, driving repeat business and loyalty.
Overview
4
4
years of professional experience
Work History
Customer Care Advocate
Veteran Government Services
Suffolk, VA
06.2025 - 01.2026
- Managed customer support interactions, ensuring swift and accurate resolution of inquiries.
- Oversaw customer account management, ensuring accurate information updates and prompt resolution of discrepancies.
- Maintained comprehensive knowledge of products and services to address customer needs effectively.
- Performed in-depth research to ensure accuracy of information and facilitate effective resolution of complex challenges.
- Maintained a strong focus on customer satisfaction while exceeding established performance benchmarks.
- Utilized strong listening skills to assess customer needs and propose tailored solutions.
- Collaborated with team members to streamline communication processes across departments.
- Managed approximately 40-50 incoming calls per day from customers
Sales Manager
DSW Designer Shoe Warehouse
Suffolk
03.2022 - 06.2025
- Led sales team to achieve quarterly targets through strategic planning and execution.
- Implemented visual merchandising strategies to optimize store layout and increase customer engagement.
- Collaborated with marketing team on promotional campaigns, driving foot traffic and brand awareness.
- Fostered strong relationships with customers, ensuring high satisfaction and repeat business.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
Education
Communications
Wilkes University
Wilkes-barre, PASkills
- Active learning
- Call center experience
- Data entry proficiency
- Dispute resolution
- Customer service
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Verbal and written communication
- Phone etiquette
- Documentation and reporting
- Quality assurance
Timeline
Customer Care Advocate
Veteran Government Services
06.2025 - 01.2026
Sales Manager
DSW Designer Shoe Warehouse
03.2022 - 06.2025
Communications
Wilkes University