Francee Pointer
Decatur
Summary
Versatile professional with a strong background in customer service, technical support, and sales. Demonstrates a commitment to improving customer experiences through effective listening and analytical problem-solving. Adept at managing high call volumes and resolving inquiries efficiently, contributing to team success and operational excellence.
Overview
28
28
years of professional experience
Work History
Patient Service Representative
Senture- Quantum Health
Decatur
11.2025 - 07.2026
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Answered incoming calls in a professional manner and adhered to HIPAA regulations when handling confidential patient information.
- Collaborated with team to advocate for members and coordinate care with providers, efficiently resolving inquiries through effective handling of inbound/outbound calls.
- Meet performance goals while continuously learning and developing expertise in healthcare navigation
- Entered and maintained medical authorizations, updated statuses, and reviewed health benefits while managing claims inquiries and communicating with providers via fax.
- Maintained accurate patient records in compliance with privacy regulations and verifying PHI.
- Verified patients' co-pays, coinsurance, deductibles, and benefits/eligibility to ensure accurate billing and coverage.
Customer Service Representative
Senture/Fema
Decatur
11.2024 - 10.2025
- Resolved customer complaints & with empathy, resulting in increased loyalty and repeat business
- Resolved customer issues with knowledgeable, friendly service, promoting high levels of customer satisfaction.
- Actively listened to applicants and resolved inquiries efficiently, enhancing overall customer satisfaction and loyalty.
- Assisted customers with inquiries and resolved issues effectively.
- Managed 30 incoming calls and emails daily, updated EFT information to ensure timely customer support.
- Met customer call guidelines for service levels, handling time and productivity.
- Data entry, ask probing questions & documented customer interactions in the company database accurately.
- Assisted applicants with federal disaster assistance applications and inquiries.
Outbound Sales Representative
SP Data Digital
02.2022 - 10.2024
- Executed inbound and outbound sales for 30 customers, managing fiber internet orders and ensuring accurate data entry.
- Leveraged strong negotiation skills to close deals beneficial to both company and customer.
- Utilized CRM software to track leads, manage customer interactions, and update sales progress, process bill payments, upgrade of services
- Guided customers in product selection and addressed inquiries, enhancing overall customer satisfaction.
- Provided product knowledge to customers, enhancing their purchase decisions.
- Recorded sales activity and customer feedback to support continuous improvement efforts.
Inbound Customer Service Representative
Comcast Cable and Xfinity Internet
05.2022 - 10.2023
- Received high volume Inbound sales for new customers and assisted with current customers' services and needs.
- Created orders for home residential and mobile services, scheduling installations to meet customer needs.
- Resolved customer inquiries regarding service issues and billing discrepancies promptly and effectively, payment arrangements and take payments.
- Provided technical support for Comcast Internet services, enhancing customer satisfaction and engagement.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
- Answered over 85 calls per shift to meet fast-paced call center demands.
Technical Support Representative/Sales
Asurion
04.2022 - 01.2023
- Assist customers with high volume calls with activations, bill inquiries, troubleshooting devices, and sales
- Resolved technical issues for customers efficiently, ensuring high satisfaction levels.
- Provided timely support through various communication channels, enhancing user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Collaborated with cross-functional teams to escalate unresolved issues and streamline processes.
- Assisted in streamlining internal processes, reducing call wait times and enhancing service delivery.
Customer Service Representative/ Tech Support
Sitel
07.2020 - 03.2022
- Handled high volume of calls for AT&T U-verse and DTV customers regarding TV, phone, email, and internet issues
- Supported Intuit software customers with technical issues and clarified fees and charges for software use.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Schedule technicians, telemarketing, and assist with orders for new service and account billing questions, provided technical support
- Managed multiple communication channels, ensuring timely responses to client needs.
- Schedule technicians, telemarketing, and assist with orders for new service and account billing questions, provide technical support
Sales Associate
Walmart
12.2015 - 01.2019
- Apparel Sales, Restock/Inventory, Price Adjustments, & Claims and loss prevention surveillance
- Guided customers in selecting merchandise with personalized recommendations, improving overall shopping experience.
- Greeted customers, identified needs and provided product advice.
- Assisted customers with selecting clothing items and accessories based on individual needs.
- Provided personalized assistance to customers in fitting rooms, ensuring a smooth shopping experience.
- Provided assistance in fitting rooms, improving shopping experience and increasing likelihood of purchases.
- Monitored inventory levels to ensure popular items remained in stock, supporting customer satisfaction and consistent sales.
Packer and Inspect Cans
Alliance HR- ITW Sexton Cans
08.2014 - 10.2014
- Facilitated efficient packing of products, contributing to overall production workflow.
- Operated packaging machinery to ensure efficient can production and quality control.
- Inspected finished products for defects and ensured compliance with industry standards.
- Monitored product standards and quality-control programs.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Ensured timely production of high-quality products.
- Met production requirements through effective planning and execution.
- Maintained necessary level of communications between shifts.
- Maintained cleanliness of work areas through regular housekeeping tasks, including sweeping, trash disposal, and product retrieval.
Production Worker
Wayne Farms
03.2001 - 08.2013
- Contributed to assembly line operations to support timely production.
- Packaging Product
- Handled shipping tasks to ensure timely delivery of products.
- Performed quality checks on tender submissions to maintain accuracy.
- Operated machinery to ensure efficient production flow and maintain quality standards.
- Conducted routine inspections of equipment to identify maintenance needs and prevent downtime.
- Boxed, labeled, and transported items to support assembly operations.
- Coordinated shipping and receiving activities, maintaining accuracy in order processing.
- Used hand-held scanners and physical logs to accurately track item movements.
Customer Claims Associate
Teletech @ home- Bank of America
09.2008 - 07.2013
- Enrolling Participates & Group Admin Groups with 2 yrs supervision over 15+ associates' day to day tasks
- Filed claims for reimbursements and reissued payments to ensure timely processing.
- Processed claims efficiently, ensuring adherence to company policies and regulatory requirements.
- Analyzed claim information to identify discrepancies, improving accuracy in processing workflows.
- Managed complex claims inquiries, resolving issues promptly to maintain high service standards.
- Followed up with customers on unresolved issues to enhance satisfaction and service quality.
- Posted payments to accounts and maintained records.
- Generated, posted and attached information to claim files.
- Ensured validity of documentation in updated systems
- Provided technical support for web-related issues
- Managed HSA, MRA, and FSA accounts for companies and employees.
Assembly
Delphi
02.2005 - 06.2010
- Fabricated components per specifications and assembled parts.
- Ensured product quality by conducting inspections and identifying defects.
- Met production requirements through effective planning and coordination.
- Conducted routine maintenance on assembly equipment, reducing downtime due to malfunctions.
- Collaborated with engineers and designers to optimize assembly procedures for new products.
- Supported assembly process, contributing to timely project completion.
- Collated components for assembly.
Sales Associate
Heilig Meyers
05.2003 - 06.2005
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Assisted customers in locating products, enhancing shopping experience and ensuring satisfaction.
- Efficient knowledge of sales floor to quickly answer customers questions
- Actively listened to customers'' needs and preferences, suggesting relevant products tailored specifically for their requirements.
- Educated customers on product features, fostering informed purchasing decisions and loyalty.
- Implemented promotional displays, driving product visibility and customer engagement.
- Maintained organized merchandise displays, ensuring compliance with company standards.
- Monitored sales floor for cleanliness and safety, adhering to company policies.
- Assisted in maintaining store inventory accuracy through regular stock checks and organization
- Processed returns, exchanges, and refunds according to store policy, maintaining customer satisfaction.
- Answering phones, assist customers with credit applications
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Assembly
Presolite
01.1999 - 10.2002
- Fabricated large and small parts per drawing and assembled parts.
- Gathered and organized components for assembly to streamline production process.
- Reduced product assembly errors, meticulously following detailed assembly instructions.
- Reduced downtime, promptly troubleshooting and resolving mechanical issues during assembly process.
- Optimized assembly line configurations to enhance production efficiency, contributing to smoother workflow.
- Enhanced product assembly line speed without compromising on quality, meeting increased demand.
- Prioritized achieving production goals to maintain operational efficiency.
- Managed hydraulic and mechanical systems for drilling assembly.
Education
Master of Science - Information Systems And Security
University of Phoenix
Phoenix, AZ04-2011
Bachelor of Arts - Criminal Justice
University of Phoenix
Phoenix, AZ09-2009
Associate of Arts - Business Administration
Axia College of The University of Phoenix
Phoenix, AZ08-2007
High School Diploma -
Lawrence County High School
Moulton, AL05-1994
Skills
- Customer service
- Customer relationship management
- Customer engagement strategies
- Call center experience
- Outbound sales execution
- Technical support
- CRM management
- Proficient in CRM software
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Outlook
- Computer proficiency
- Analytical problem-solving
- Problem resolution
- Effective conflict resolution
- Attention to detail
- Clear communication
- Active listening
- Effective listening skills
- Building rapport
- Critical thinking
- Adaptability to change
- Goal-oriented mindset
- Customer education
Languages
English
Full Professional
Affiliations
- Arc of Morgan County- Decatur Alabama
Timeline
Patient Service Representative
Senture- Quantum Health
11.2025 - 07.2026
Customer Service Representative
Senture/Fema
11.2024 - 10.2025
Inbound Customer Service Representative
Comcast Cable and Xfinity Internet
05.2022 - 10.2023
Technical Support Representative/Sales
Asurion
04.2022 - 01.2023
Outbound Sales Representative
SP Data Digital
02.2022 - 10.2024
Customer Service Representative/ Tech Support
Sitel
07.2020 - 03.2022
Sales Associate
Walmart
12.2015 - 01.2019
Packer and Inspect Cans
Alliance HR- ITW Sexton Cans
08.2014 - 10.2014
Customer Claims Associate
Teletech @ home- Bank of America
09.2008 - 07.2013
Assembly
Delphi
02.2005 - 06.2010
Sales Associate
Heilig Meyers
05.2003 - 06.2005
Production Worker
Wayne Farms
03.2001 - 08.2013
Assembly
Presolite
01.1999 - 10.2002
Master of Science - Information Systems And Security
University of Phoenix
Bachelor of Arts - Criminal Justice
University of Phoenix
Associate of Arts - Business Administration
Axia College of The University of Phoenix
High School Diploma -
Lawrence County High School