DONNA E. FRANKLIN
PALMETTO,FL
Summary
Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike.
Overview
19
19
years of professional experience
Work History
Remote Call Center Associate
NTTDATA
USA, FL, FL
01.2024 - 09.2024
- Advised customers on appropriate action plans to resolve their issues.
- Contributed ideas for improving call center operations efficiency.
- Answered incoming customer calls regarding product inquiries, orders, account issues, and complaints.
Healthcare Customer Service
Wipro Limited - Gate 1
Tampa, Florida
02.2022 - 06.2023
- Attended seminars, conferences, or workshops related to healthcare customer service topics.
- Responded to customer inquiries regarding repairs or services rendered.
- Provided excellent customer service when interacting with patients, healthcare providers, staff members.
Patient Care Advocate
Teleperformance USA
USA, FL
09.2021 - 02.2022
- Conducted follow-up calls after hospital discharge to assess recovery progress and identify potential problems requiring further intervention.
- Assessed patient needs and developed individualized care plans to meet those needs.
- Provided crisis intervention services during times when a patient was experiencing an emotional breakdown due to stressors associated with a medical condition.
Unemployment
Florida Department of Commerce
Tallahassee, Florida
06.2020 - 09.2021
- I was without work for a long time but had a chance to work various odd jobs here and there from Advance Talent Solutions temporarily unemployment would allow me to work part-time until I find full employment. I was unemployed from June 2023 till January 2024.
Customer Service Representative
Advance Talent Solutions Inc
Bradenton, Florida
10.2017 - 06.2020
- Developed positive relationships with customers through friendly interactions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Multi-Service PA 1
Capgemini CVS pharmacy
Bradenton
05.2018 - 09.2018
- Monitored deadlines for tasks assigned to staff members on behalf of the executive team.
- Processed invoices related to business expenses incurred by the executive team.
- Maintained confidential files related to personnel records or other sensitive information.
Customer Service Analyst
ITBMS Inc Consulting Knowledge Solutions
Edison, New Jersey
10.2017 - 05.2018
- Participated in meetings to discuss possible solutions for any recurring issues.
- Created detailed reports regarding customer service activities and performance metrics.
- Assisted customers with product selection, ordering, billing, payments and returns.
Employment Gap
I worked for Advanced Talent Solutions
, FL
12.2007 - 10.2017
- The Gap period was due to unemployment and temporary working thru Advance Talent Solutions usually during the fall till end of the month. Sometimes I would get lucky sometimes during spring from April till June. I did receive unemployment during those times.
Cashier
Walmart Super Center
Bradenton, Florida
11.2005 - 12.2007
- Performed check cashing for customers based on Walmart company
- policies. Including answering inquiries and obtaining information for
- general public, customers, visitors, and other interested parties.
- Received payment by cash, check, credit cards, Wic vouchers, food
- stamp cards or automatic debits.
- Handled approximately many credit and cash transactions for customers using cash registers.
- Resolved customer complaints and maintained a clean and tidy checkout area.
Education
Bachelor of Science - Healthcare Management
South University
Savannah, GA08-2021
Customer Service And Computer Systems
IKon Technology
Fort Wayne, IN06-1999
High School Diploma -
Manatee High School
Bradenton, FL06-1982
Skills
- Analytical
- Script adherence
- Gathering information
- Interpersonal skills
- Problem-solving skills
- Customer communications
Timeline
Remote Call Center Associate
NTTDATA
01.2024 - 09.2024
Healthcare Customer Service
Wipro Limited - Gate 1
02.2022 - 06.2023
Patient Care Advocate
Teleperformance USA
09.2021 - 02.2022
Unemployment
Florida Department of Commerce
06.2020 - 09.2021
Multi-Service PA 1
Capgemini CVS pharmacy
05.2018 - 09.2018
Customer Service Representative
Advance Talent Solutions Inc
10.2017 - 06.2020
Customer Service Analyst
ITBMS Inc Consulting Knowledge Solutions
10.2017 - 05.2018
Employment Gap
I worked for Advanced Talent Solutions
12.2007 - 10.2017
Cashier
Walmart Super Center
11.2005 - 12.2007
Bachelor of Science - Healthcare Management
South University
Customer Service And Computer Systems
IKon Technology
High School Diploma -
Manatee High School