Summary
Overview
Work History
Education
Skills
Timeline
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Dana Franco

Dallas,TX

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. Outstanding active listening and multitasking abilities. Established long-lasting connections with departments to facilitate effective resolutions. Enthusiastic client services professional with strong background directly interfacing with customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

25
25
years of professional experience

Work History

Member Services Representative

Qualfon (USAA Contract)
Dallas, TX
10.2024 - Current
  • Provided detailed explanations of products, services, and account options to customers.
  • Processed customer requests for new services or changes to existing accounts.
  • Monitored customer accounts for any discrepancies and took appropriate action as needed.
  • Responded promptly to customer inquiries via phone, email, and online chat support systems.
  • Ensured compliance with company policies and procedures when handling customer transactions.
  • Maintained accurate documentation of all customer communications in the company database
  • Developed strong relationships with clients by providing exceptional customer service.
  • Provided quotes on various types of insurance policies.
  • Advised customers on available coverage options that best fit their individual needs.
  • Researched relevant policy information to answer customer questions.
  • Greeted customers and provided prompt, courteous service.
  • Facilitated payment processing for premium payments and renewals.
  • Verified accuracy of customer data entered into the system.
  • Identified opportunities for process improvements based on customer feedback.
  • Provided detailed explanations of insurance coverage and policy limitations to customers.
  • Educated customers on new insurance products and services relevant to their needs.
  • Resolved billing disputes and processed payments and refunds as required.
  • Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.

Service Agent

GEICO, Government Employees Insurance
Dallas, TX
01.2022 - 11.2022
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained composure, resilience and flexibility during stressful periods.
  • Engaged with customers to offer product and service solutions and education on terms.
  • Resolved insurance issues and implemented corrective actions to prevent recurrence

Senior Case Advocate

Internal Revenue Service-Federal Government
Atlanta, GA
03.2000 - 12.2020
  • Built trust and rapport with clients by delivering information on services and supporting client decision making.
  • Responded to client calls, offering assistance and support information after assessing needs.
  • Made appropriate referrals and follow-up referrals to be certain clients received requested information
  • Advocated for clients with specialized departments in the IRS.
  • Assisted clients in resolving complex tax issues.

Education

Bachelor of Science - Business/Marketing

The University of Texas At Arlington
Arlington, TX

Skills

  • Program evaluation
  • Content management expertise
  • Improvement plan knowledge
  • Experience in leadership
  • Relationship building
  • Working collaboratively
  • Analytical
  • Organizational skills
  • Collaboration
  • Critical thinking
  • Problem resolution
  • Communication
  • Organization
  • Customer service
  • Multitasking

Timeline

Member Services Representative

Qualfon (USAA Contract)
10.2024 - Current

Service Agent

GEICO, Government Employees Insurance
01.2022 - 11.2022

Senior Case Advocate

Internal Revenue Service-Federal Government
03.2000 - 12.2020

Bachelor of Science - Business/Marketing

The University of Texas At Arlington

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Dana Franco