Franz B.
Mid-Level Operations Supervisor
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About
Franz B. is a dedicated Operations Supervisor with extensive expertise in the automotive and service industries. Specializing in customer support and technical support, he has a proven track record of managing customer service performance, optimizing workflows, and delivering exceptional customer experiences. With roles at MAKS Enterprises, SOPHI Outsourcing, and Qualfon, he honed his skills in managing remote teams, handling escalations, and developing standard operating procedures (SOPs) to enhance service efficiency. Skilled in communication and cross-functional coordination, Franz has effectively managed service quality, ensured efficient issue resolution, and maintained high customer satisfaction. Franz's multilingual abilities in English and Filipino further augment his capability to support diverse clients effectively. His academic foundation in a Bachelor of Arts from Borcelle University complements his professional acumen, making him a strong candidate for remote opportunities in quality assurance and team leadership roles.
Experience
Operations Supervisor
MAKS Enterprises · 2024 — 2026Oversaw daily operations in customer support for automotive-related services, ensuring effective issue resolution and customer satisfaction. Managed service performance, addressed escalations, and collaborated with internal teams to sustain operational effectiveness. Contributed to the development of standard operating procedures and improvements in processes to enhance workflow and support remote tasks.Customer Service
SOPHI Outsourcing · 2022 — 2024Facilitated customer support via email, chat, and phone for account issues and inquiries. Delivered assistance while maintaining professionalism in high-pressure scenarios, and worked with team members to meet service objectives and document customer interactions using CRM systems.Customer Service Representative
TTEC · 2017 — 2019Assisted customers with inquiries, billing issues, and service concerns in a high-volume support environment. Managed customer accounts effectively, maintained productivity and quality standards, and developed strong communication and conflict-resolution skills through daily interactions.Technical Service Representative
Qualfon · 2016 — 2017Provided technical troubleshooting and customer support related to connectivity, devices, and account issues. Offered clear, step-by-step guidance for issue resolution while ensuring a positive customer experience.
Skills & Expertise
Education
- Bachelor of Arts in General CurriculumBorcelle University · 2014 — 2016
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