Shelese Franklin
Los Angeles
Summary
Dedicated ,enthusiastic professional with 10 years experience in custumer care, seeking the opportunity to provide qaulity experiences to passengers while effectively communicating with internal staff in fast-paced demanding environments.
Overview
14
14
years of professional experience
Work History
Massage Therapist (LMT-2014)
Massage Envy Spa
10.2023 - Current
- Responsible for manipulating clients' soft tissues and joints to treat injuries and promote general wellness
- Therapists use body mechanics and limbs to adjust pressure for tension release to clients anatomy
- Use listening skills and empathy to tend to clients requests and comfortability during therapeutic sessions for 1 -2 hours per session
Customer Care Representative
Irhythm Inc. Technologies
03.2022 - 08.2023
- Responded to customer needs through competent customer service and prompt problem-solving
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adressed customer complaints and mitigated dissatisfaction by implementing conflict resolution in a timely manner
- Provided customer service excellence by adhering to company policies and scripts to consistently achieve calltime and quality standards
- Initiated termination of customer contract upon request
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
Massage Therapist (LMT-2014)
Touch of Serentiy, LLC
02.2022 - Current
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Maintained client treatment records and designed long-term care programs for return customers.
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
Inbound Customer Service Representative
Conduent
12.2021 - 02.2022
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Recruiting Process Manager
Integrity Staffing Solutions
02.2020 - 11.2021
- Developed talent acquisition strategies and hiring plans
- Performed sourcing to fill open positions
- Reinforced team work and time management while improving efficiency and effectiveness of performance and management of processes across departments
Placement Specialist
ISS
10.2015 - 01.2019
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Operated and maintained applicant tracking and candidate management systems.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Studied job descriptions and qualifications to determine applicant requirements.
- Advocated for staff members, helping to identify and resolve conflicts.
Creative & Performance Associate
Copacetic Theatrical Presentations
07.2010 - 09.2022
- Assisted the artistic team including directors,designers , choreographers in conceptualization and development of productions
- Acted as a liaison between the production team for and as a performer during rehearsals making sure all of cast & crews needs were met.
- Engaged with the local community through outreach initiatives and educational programs,helping to build the theatres presence both on and off stage.
Education
Certification - Physical Therapy Aide
Warren College
Washington, NJ09.2015
License - Massage Therapy
Warren College
Washington, NJ06.2014
Skills
- Efficient
- Communication
- Flexibility
- Willingness to travel
- Self Starter
- Reliable
- Outgoing
- First Aide Certified
- Interpersonal Skills
- Adaptibility
- Ability to work under pressure
Timeline
Massage Therapist (LMT-2014)
Massage Envy Spa
10.2023 - Current
Customer Care Representative
Irhythm Inc. Technologies
03.2022 - 08.2023
Massage Therapist (LMT-2014)
Touch of Serentiy, LLC
02.2022 - Current
Inbound Customer Service Representative
Conduent
12.2021 - 02.2022
Recruiting Process Manager
Integrity Staffing Solutions
02.2020 - 11.2021
Placement Specialist
ISS
10.2015 - 01.2019
Creative & Performance Associate
Copacetic Theatrical Presentations
07.2010 - 09.2022
Certification - Physical Therapy Aide
Warren College
License - Massage Therapy
Warren College
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