Ashleigh Franklin
Client Service Specialist
Greensboro,North Carolina
Summary
Talented Insurance Agent with in-depth policy and regulations . With over five years of experience in high volume call centers, banking, retail and member support services. Experienced in providing tailored solutions to clients. Outgoing individual with great task prioritization skills. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients, while maintaining the utmost level of patience and empathy.
Overview
9
9
years of professional experience
Work History
Property and Casualty Insurance Agent
McGriff Insurance Services
01.2024 - Current
- Conducted comprehensive risk assessments for prospective clients, identifying specific needs and recommending appropriate coverage solutions.
- Streamlined internal processes for improved efficiency and timely service delivery to clients.
- Optimized workflow processes within the department, resulting in more efficient resource allocation.
- Delivered exceptional customer service through timely responses and personalized follow-up communications.
- Provided knowledgeable service and support for all customer needs.
- Responded to customer calls and emails to answer questions about products and services.
Front Desk Receptionist / Medical Call Center
The Skin Surgery Center
4 2022 - 2 2023
- Responsible for high volume inbound calls from patients using 8x8 phone system for 3 local practices housing a total of 5 providers
- Reviews Practice Management System for information that needs to be updated
- Greeting and verifying patients in person or by telephone, answering or referring inquiries and guests upon entry to optimize security
- Identify payer sources, verifies insurance eligibility, financial status and assigns correct payor type
- Obtain revenue by recording and updating financial information; recording and collecting patient copays and/or balances at check in/out
- Protect patients' rights by maintaining confidentiality of personal and financial information
- Optimize patient satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone and comforts patients by anticipating their anxieties and answering their questions
- Review, and electronically scan sensitive documents into electronic medical record databases using specialized handling instructions
- Help patients in distress by responding to emergencies.
Call Center Servicing Specialist
Truist Financial
04.2019 - 04.2021
- Responsible for high volume inbound calls for routine and complex inquiries regarding financial transactions, bankcard services, digital support using mobile applications, products, procedures, systems or policies for new and existing clients
- Maintained an average of 97% quality assurance metrics goal each quarter for the department and maintained a 97% customer satisfaction VOC (voice of the client) survey rating
- While adhering to security and confidentiality protocols, ensure top notch client distinction is present
- Assist with the basic non-cash financial transactions, such as e-bill pay, loan payments/transfers, cash advances and fee reversals
- Provide a one call resolution while educating the client step by step on various processes to maintain account security
- Answer email or phone inquiries from customers to assist with web portal, maintenance, password resets, IVR authentication issues, troubleshooting and escalations to senior management
- Escalated customer payment issues to Tier 2 fraud analyst and other support to achieve quickest resolution and minimize wait times
- Document and disposition each call accordingly in appropriate system.
SWOT Call Center Resolution Specialist
Alorica
10.2017 - 04.2019
- Calmly handle all escalated issues as they may arise once resolution cannot be reached by general floor agent with empathy and integrity
- Conference with customers by telephone or email to resolve issues with purchases information about products or services, take or enter orders, cancel accounts, or obtain details of complaints for corporate review
- Contact clients to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken
- Maintained an average of 99% quality assurance metrics goal each quarter for the department and 95% client satisfaction rating
- Track and document each interaction accordingly in appropriate Customer Relationship Management System (Zendesk).
Reception Technician
CSL Plasma
12.2016 - 10.2017
- Responsible for greeting donors at the plasma collection center and conducting a series of registration procedures to verify donor suitability for the plasma apheresis process
- While remaining in compliance with Standard Operating Procedures (SOPs), assisting qualified donors in completing the screening process
- Performs finger stick to obtain sample to obtain donor's hematocrit and total protein levels.
Cashier
99 Cent only Store
05.2015 - 09.2015
- Responsible for assisting with the complete operations of assigned store, in conjunction with assigned tasks and duties
- Using POS, process all sales transactions while operating assigned station
- Maintain security of all cash while protecting company assets.
Education
GED -
Gerald R. Ford Job Corps Center
Grand Rapids, MI 05.2001 -
Skills
- Policy analysis
- Windows Operating Systems
- Claims Management
- Continuing education
- Commercial lines
- Licensed Insurance Agent
- KPI Metrics
- Multiple Platform Navigation
- Finance
- Telephone/Online Banking
- Product Education
Timeline
Property and Casualty Insurance Agent
McGriff Insurance Services
01.2024 - Current
Call Center Servicing Specialist
Truist Financial
04.2019 - 04.2021
SWOT Call Center Resolution Specialist
Alorica
10.2017 - 04.2019
Reception Technician
CSL Plasma
12.2016 - 10.2017
Cashier
99 Cent only Store
05.2015 - 09.2015
GED -
Gerald R. Ford Job Corps Center
05.2001 -
Front Desk Receptionist / Medical Call Center
The Skin Surgery Center
4 2022 - 2 2023
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