Summary
Overview
Work History
Education
Skills
Certification
Timeline
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AMANDA FRANKS

Henrico,United States

Summary

Experienced with providing high-quality care and support to diverse populations. Utilizes effective communication and empathy to address individual needs and enhance client satisfaction. Track record of creating and managing personalized care plans, ensuring comprehensive and compassionate care.

Care professional with proven record in delivering comprehensive and empathetic support to clients. History of implementing individualized care plans that enhance quality of life and well-being. Valued team collaborator with focus on achieving consistent results and adapting to evolving care needs. Expertise in patient advocacy and care coordination.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Contractor Care Specialist

Apex Systems LLC
10.2022 - Current
  • Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments.
  • Maintained compliance with all regulations pertaining to confidentiality, privacy, and documentation requirements within the caregiving profession.
  • Successfully managed challenging behavioral situations by utilizing de-escalation techniques rooted in empathy.
  • Monitored customer care goals and developed improvements.
  • Coordinated with various departments to resolve technical and operational issues.
  • Managed open enrollment: Coordinated the annual open enrollment process for 500+ employees, including creating communication materials, facilitating information sessions, and ensuring accurate and timely enrollment data entry.
  • Improved employee satisfaction: Provided expert guidance and support to employees on health, dental, vision, and retirement benefits, resulting in a 20% increase in employee satisfaction scores during the annual review period.
  • Managed ongoing contractor relationships, ensuring satisfaction and addressing any issues promptly.
  • Maintained accurate contractor records, tracking key information and compliance with contractual obligations.
  • Coordinated with payroll to ensure timely and accurate payment to contractors.
  • Acted as a liaison between contractors and project managers to support project execution.

Customer Experience Associate

T-Mobile
10.2021 - Current
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Documented customer interactions in internal databases to maintain customer service history details.
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.

Senior Account Specialist

Michael & Son
11.2017 - 11.2021
  • Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
  • Looked up orders, provided estimated arrival details and assisted with delivery logistics.
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Handled over 45 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Clinical Support Specialist

Masonic Home Of Virginia
03.2013 - 11.2017
  • Performed routine office tasks necessary for office operation and presentation.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Managed office calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Adhered to strict IIIPAA guidelines to protect patient privacy.
  • Responded to correspondence from insurance companies to verify patient's coverage.
  • Used computerized data management systems to organize datasets and coordinate care details for large patient bases.
  • Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.

Education

High school or equivalent -

Highland Springs High School
Highland Springs, VA

Skills

  • Customer service
  • Sales
  • Team player
  • Establishing rapport
  • Customer satisfaction
  • Quality optimization
  • Speed optimization
  • Process optimization
  • Relationship development
  • Partnership cultivation
  • Business growth
  • Behavioral support
  • Data entry proficiency
  • Medical terminology
  • Care coordination
  • Care planning
  • Computer literate
  • Healthcare systems
  • Personal care assistance
  • Client assessment
  • Respectful and compassionate
  • Problem-solving
  • Time management
  • Multitasking and organization

Certification

CNA- Accuhealth Educational Systems. 2000

Medication Aide- Masonic Home of Va. 2015

Timeline

Contractor Care Specialist

Apex Systems LLC
10.2022 - Current

Customer Experience Associate

T-Mobile
10.2021 - Current

Senior Account Specialist

Michael & Son
11.2017 - 11.2021

Clinical Support Specialist

Masonic Home Of Virginia
03.2013 - 11.2017

High school or equivalent -

Highland Springs High School

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AMANDA FRANKS