Summary
Overview
Work History
Education
Skills
Community Service
Timeline
Generic

Anthonette Frank

Baton Rouge

Summary

Customer Service Representative-Senior level I have an extensive expertise in customer service, problem-solving across diverse industries. Demonstrates proficiency in Salesforce, SaaS, Microsoft, verbal & written communication, data entry, teams, medical terminology, customer satisfaction, time management, exceptional metrics& adherence, empathic and compassionate, goal oriented, independent, and also committed to leveraging skills in documentation and team collaboration to drive company success and foster a supportive work environment.

Versatile Account Advisor with 20 years of experience developing and maintaining strategic long-term relationships. Skillful in developing successful strategies to target daily, monthly and yearly objectives. Diligent and proactive professional dedicated to meeting or exceeding organizational goals while providing excellent customer service and satisfaction.


Overview

14
14
years of professional experience

Work History

Senior Account Advisor Ll/CSR, Sales

Conduent Solutions
07.2017 - 03.2025
  • Resolved account issues with strengths in research, problem-solving and solution development.
  • Delivered prompt service to prioritize customer needs.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Support Representative

Ten 250 Corporation
03.2023 - 08.2023
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
  • Engaged in active listening with callers to confirm or clarify information and diffuse anger.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Credentialing Specialist

Broad Path Healthcare
10.2014 - 03.2016
  • Communicated with medical providers and staff to ensure proper documents such as licenses and other required information was updated and in compliance for Provider Credentialing processing.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, also made outbound calls to medical and dental providers and staff. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Accurately notated collected information.
  • Followed HIPPA guidelines and privacy acts and adhered to compliance.
  • Excellent data entry
  • Utilized required resources to verify provider credentialing and license status.
  • Assist medical providers and staff with any inquires.

ACCOUNT ADVISOR/CSR

Blue Cross Blue Shield of La
03.2011 - 06.2014
  • Assist customers with account and billing issues.
  • Provide efficient, logical and professional account resolution.
  • Accurate data entry.
  • Adhere to compliance while providing exceptional customer support.
  • Protecting personal and private information business internal information.
  • Verify patient coverage, benefit type and eligibility effective dates.
  • View estimate of patient's out-of-pocket expenses for select procedures and services.
  • View patient benefit information such as co-payments, deductible amounts coinsurance.
  • View claims status, processing and payment information.
  • Maintain accurate and reliable documentation upon every interaction.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
  • Developed strong customer relationships and loyalty through effective communication.
  • Provide efficient, accurate customer service.
  • Data Entry.
  • Verbal written communication with all customers.
  • Obtain appropriate medical documentation for post medical premedical necessity.
  • Research problem solving regarding member account information.
  • Claims processing status information provided to members physicians.

Education

Bachelor of Science - Business Administration

University of Phoenix-Arizona
Tempe, AZ
06.2013

Skills

  • Data Entry Expert
  • Customer Service Expert
  • Communication Expert
  • Microsoft Office Expert
  • Excel Expert
  • Teams Expert
  • Slack Expert
  • Salesforce Experienced
  • Medical Terminology Skillful
  • CPT Coding Skillful
  • ICD9 Coding Skillful
  • Problem Solving Expert
  • Conflict Resolution Expert
  • Quality Control Experienced
  • Account Management Expert
  • Documentation Expert
  • Time Management Expert
  • Technical Support Skillful
  • Sales Strategies Beginner
  • Customer Engagement Expert
  • Payment management
  • Multitasking Abilities

Community Service

Klazz of Our Own, SC Non-profit Organization, Founder, 2012, Founder of Klazz of Our Own, SC Non-profit Organization Established 2012

Timeline

Customer Support Representative

Ten 250 Corporation
03.2023 - 08.2023

Senior Account Advisor Ll/CSR, Sales

Conduent Solutions
07.2017 - 03.2025

Credentialing Specialist

Broad Path Healthcare
10.2014 - 03.2016

ACCOUNT ADVISOR/CSR

Blue Cross Blue Shield of La
03.2011 - 06.2014

Bachelor of Science - Business Administration

University of Phoenix-Arizona

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