CORNELIA ELLIOTT FRANCIS
Jamaica W.I.
Summary
Experienced Customer Service Lead Agent, known for developing high-performing teams, and empowering individuals to deliver exceptional customer outcomes. I specialize in coaching, performance optimization, and fostering a confident, collaborative culture. Whether in person or remote, I lead with empathy and strategy, aligning team goals with business objectives, driving continuous improvement, and turning feedback into fuel for growth. I’m passionate about elevating the customer experience, one empowered teammate at a time.
Overview
10
10
years of professional experience
Work History
Lead Customer Service Representative
Talentpop Calego International
, USA
09.2021 - 06.2025
- Led a high-performing team, providing coaching and constructive feedback to enhance efficiency.
- Compiled and analyzed performance reports, identifying key improvement areas, and implementing effective strategies.
- Monitored and optimized customer service staff performance to meet and exceed organizational goals.
- Trained and developed 15+ customer service agents, fostering skill growth and professional development.
- Managed over 800 weekly customer interactions across chat, email, SMS, and phone, ensuring seamless service delivery.
- Email and calendar management.
- Data entry and organization.
Customer Care Specialist
Upwork
, USA
01.2020 - 08.2021
- Responded to customer inquiries through Zendesk and Gorgias, escalating complex issues to relevant teams for timely resolution.
- Managed over 1,500 weekly interactions via calls, chat, and email, maintaining a 95% customer satisfaction (CSAT) rate.
- Analyzed and reported key customer service metrics to track performance and identify trends.
- Improved team quality assurance by 20% monthly by monitoring service standards and implementing strategic improvements.
- Ensured seamless support by efficiently routing escalated issues to the appropriate teams.
Customer Service/Sales Agent
Bert's Auto Parts Limited
08.2019 - 06.2021
- Responded promptly to sales inquiries via email, phone, or in person, providing accurate information.
- Maintained a professional appearance and demeanor at all times, representing the company positively.
- Met and exceeded monthly sales targets through effective customer engagement and product knowledge.
- Utilized CRM software to keep detailed records of sales activities, customer interactions, and feedback.
- Identified upsell opportunities by understanding customer needs and recommending relevant products or services.
Customer Support Agent
Advantage Communications Inc.
07.2016 - 12.2018
- Guided users through password resets and account unlocks using established security protocols.
- Monitored network performance and reported any abnormalities to the IT team.
- Resolved technical issues for users through phone support and remote access tools.
- Simplified complex technical information into easy-to-understand instructions for users.
- Provided targeted customer support via live chat, email, and telephone.
Amazon Seller Support
Sutherland Global Services, Inc.
06.2015 - 06.2016
- Assisted customers by explaining current promotions and discounts.
- Maintained customer information and interactions using CRM software.
- Identified upsell opportunities by understanding customer needs and recommending relevant products or services.
- Interacted with customers to personalize shopping experience and build positive rapport.
- Handled customer complaints following company procedure.
Education
EDIPLOMA-LEVEL 2 - CITY & GUILDS NUMERACY ENGLISH FOR OFFICE SKILLS
Portmore Community College
HIGH SCHOOL DIPLOMA -
Jonathan Grant High School
Skills
- Team Development
- Coaching
- Performance Optimization
- Employee Confidence Enhancement
- Customer Outcomes Improvement
- Leading Teams
- High Performance Fostering
- Continuous Improvement
- Training Employees
- Effective Communication
- Staff Development
- Management
- Deadline Adherence
- Performance Analysis
- Strategy Implementation
- Customer Interaction Management
- Quality assurance improvement
- Customer Service Metrics Analysis
- Customer Satisfaction Maintenance
- Issue Escalation Management
- Sales Inquiry Response
- Professional Representation
- Sales Target Achievement
Timeline
Lead Customer Service Representative
Talentpop Calego International
09.2021 - 06.2025
Customer Care Specialist
Upwork
01.2020 - 08.2021
Customer Service/Sales Agent
Bert's Auto Parts Limited
08.2019 - 06.2021
Customer Support Agent
Advantage Communications Inc.
07.2016 - 12.2018
Amazon Seller Support
Sutherland Global Services, Inc.
06.2015 - 06.2016
EDIPLOMA-LEVEL 2 - CITY & GUILDS NUMERACY ENGLISH FOR OFFICE SKILLS
Portmore Community College
HIGH SCHOOL DIPLOMA -
Jonathan Grant High School
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