Frances M. Dunker
Rexburg,ID
Summary
Senior client experience professional who helps teams improve service quality through coaching, training development, and policy updates. Partners with leadership, HR, and associates to address call handling needs, build confidence, manage priorities, and support efficient, organized operations across hybrid teams.
Overview
25
25
years of professional experience
Work History
Client Experience Associate Senior Lead WellReceived
Anywhere Works
Rexburg, ID
04.2018 - 09.2026
- Developed WellReceived Leadership Team training and ongoing Customer Experience Associate training, enhancing associates' confidence and script navigation skills.
- Collaborated with peers, leads, and associates through daily and weekly interactions to identify improvement opportunities and strengthen customer service practices.
- I work to improve company policies and procedures, complete assigned tasks and projects ahead of deadlines, and collaborate across teams to ensure successful outcomes.
- I coached and supported leaders in developing their leadership abilities, time management skills, and effectiveness in managing tasks and projects.
- I have developed strong knowledge and experience working with hybrid leads and associates and actively participated in projects focused on implementing and improving company policies and procedures.
- I built positive relationships with leads, associates, and peers to offer guidance and assistance. I also actively participate in learning opportunities to expand my knowledge and strengthen my ability to support the team.
- Collaborated with Human Resources on new policies and procedures, ensuring associates have necessary resources and understanding for success. I work closely with the Assistant Operations Leader to ensure teams are supported, aligned with expectations, and equipped to meet organizational goals.
Hard of Hearing Assistant
Utah State Office of Rehab
Vernal, UT
07.2016 - 07.2020
- Supported individuals with mild to severe hearing loss and those who are Deaf by enhancing communication skills, boosting confidence, and promoting independent living. Taught lip-reading and beginner sign language, enabling consumers to strengthen communication abilities. Conducted home visits to assess living situations and delivered targeted training in specific areas. Guided consumers in acquiring and using assistive technologies to improve communication and foster independence.
- Informed low-income consumers about resources and programs for obtaining hearing aids and assistive technologies. Prepared correspondence, maintained spreadsheets, tracked inventory, and documented accomplishments using Microsoft Word and Excel. Fostered positive relationships with consumers, empowering them to recognize strengths, build confidence, set personal goals, and access necessary resources for a fulfilling and independent life.
- Assisted clients during intake process to gather necessary information for services.
- Examined case files to ensure they met accuracy and completeness standards.
- Organized appointments and meetings for counselors and clients to enhance communication.
Life Skills Instructor
North Eastern Services
Vernal, UT
07.2016 - 04.2017
- Taught individuals with disabilities essential daily living skills, enhancing their ability to lead independent lives through lessons in healthy living, cooking, reading, math, money management, saving, and GED preparation. Facilitated crafts, entertainment, and educational activities, fostering learning, independence, and personal growth among participants.
- Assisted individuals in practicing daily living skills in both residential and community environments.
- Taught hygiene, meal prep, and housekeeping routines using personalized instruction plans.
- Assisted individuals with medication schedules and health-related daily care tasks.
Older Blind Specialist / Community Integration Coordinator
Active Re-Entry
Vernal, UT
08.2014 - 01.2016
- Collaborated with individuals with low to no vision, teaching daily living skills to promote independence and ability to age in place. Visited consumers' homes; assessed their living circumstances and provided training in daily living skills.
- Assisted low-income consumers in identifying and accessing resources to enhance their daily living activities.
- Worked with the State of Utah to facilitate low vision clinics for individuals around our community.
- Worked with Microsoft Word and Excel writing letters to consumers and using spreadsheet to keep track of inventory.
- Facilitated a Community Support Group to educate individuals with disabilities on available community programs and activities. Helped support group members to find confidence in themselves to be able to reach goals and live a happy and productive life.
- Assisted re-entry clients with various support services with intake, assessments, and service planning.
- Managed referrals to housing and employment resources to housing, employment, and behavioral health resources.
- Ensured accurate maintenance of client records and case notes and case notes for Active Re-Entry services.
Sales Associate
Gift Emporium
Vernal, UT
06.2010 - 09.2011
- Opened and closed store, counted and balanced cash drawers, received and stocked merchandise, cleaned, maintained and organized to ensure a visually appealing sales floor to enhance customer experience. Decorated product displays and store windows to enhance the customer shopping experience and promote merchandise. Delivered excellent customer service by assisting customers, answering questions, and fostering a welcoming environment that encouraged repeat visits. Managed daily store operations during assigned shifts, organizing tasks and maintaining store standards to ensure smooth, efficient operations.
- Created a positive shopping atmosphere by greeting customers warmly at Gift Emporium.
- Processed sales transactions using cash register and POS system.
- Suggested suitable gift items based on customer preferences.
Dairy Manager
Wal-Mart
Vernal, UT
11.2008 - 03.2010
- Managed Walmart dairy department merchandise flow and daily case replenishment.
- Supervised Walmart associates on stocking, rotation, and sanitation standards.
- Checked product dates and removed expired dairy items from shelves.
- Stocked and merchandised products to enhance department organization and appeal. Provided excellent customer service, worked with vendors, managed product ordering and availability, monitored inventory levels, completed price changes, and ensured products were properly labeled and in stock. Rotated merchandise, removed expired products, managed recalls, processed claims, and coordinated food pantry donations. Trained staff on department procedures and standards.
CNA / Medical Assistant / Receptionist
Bruce Wilson, M.D.
Richland, WA
12.2007 - 10.2008
- Brought patients back to a room, recorded vital signs, communicated lab results, managed Rx refills, arranged lab tests and x-rays, coordinated referrals.
- Prepared examination rooms and sterilized medical equipment
- Organized filing, responded to phone inquiries, and scheduled patient visits to ensure efficient patient flow and care.
CNA / Medical Assistant
Sara Andert, M.D.
Richland, WA
09.2006 - 10.2008
- Facilitated patient flow by guiding individuals to designated rooms, took vitals signs, and documented reason for visit.
- Prepared examination rooms and organized supplies for patient visits.
- Called patients with lab results and Rx refills, ordering lab tests and x-rays, processing referrals, took cultures, removing stitches, applying bandages, administering nebulizer treatments, and assisted RN's and Dr. Andert with procedures.
- Supported office management by managing filing, answering phones, and scheduling patient appointments. Created letters for patients using Microsoft Word and tracked inventory levels with spreadsheets in Excel.
CNA / Medical Assistant / Receptionist
Robert L. Whitson, M.D.
Richland, WA
08.2005 - 08.2006
- Assisted patients with bathing, dressing, grooming, and daily hygiene
- Monitored vital signs and reported changes to physician office staff
- Prepared patients for examinations and took vital signs to support registered nurses and Dr. Whitson during medical procedures.
- Prepared exam rooms and cleaned medical equipment between patient visits
- Collected specimens and labeled samples for clinic testing and review.
- Documented patient observations in charts.
- Observed and reported unusual symptoms and changes to Dr. Whitson.
- Responsible for cleaning and maintaining the autoclave, preparing and sterilizing medical instruments, and ensuring equipment was properly maintained and ready for procedures.
- Contacted patients regarding laboratory results and prescription refills, ordered laboratory tests and X-rays, coordinated referrals, and performed clinical testing including cultures, urinalysis (UA), lipid panels, A1C, and blood sugar testing.
- Performed filing, answered phones, scheduled patient appointments, and supported the daily operations of the medical office.
- Demonstrated strong attention to detail, organization, professionalism, and compassion while providing quality patient care and administrative support.
CNA / Medical Assistant / Receptionist/ Office Manager
M.L. Ramesh, M.D
Richland, WA
09.2002 - 06.2005
- Provided clinical and administrative support in a busy medical office by preparing patients for examinations, taking vital signs, performing EKGs, collecting cultures, removing stitches, applying bandages, and assisting Dr. Ramesh with a variety of medical procedures.
- Observed vital signs consistently and communicated any significant changes to clinical staff without delay.
- Contacted patients regarding laboratory results and prescription refills, ordered tests and X-rays, coordinated referrals, and managed patient scheduling to enhance patient care.
- Administered laser hair removal and microdermabrasion treatments, prioritizing patient comfort and professionalism.
- Maintained proper function of autoclave and prepared sterile packets, ensuring compliance with safety and hygiene standards.
- Handled filing, answered phones, and supported the daily administrative operations of the office.
- Demonstrated strong attention to detail, compassion, organization, and the ability to effectively manage multiple clinical and administrative responsibilities.
CNA / Medical Assistant / Receptionist / Office Manager
Vasanthi Gowri, M.D
Richland, WA
02.2002 - 09.2002
- Contacted patients to relay laboratory results and prescription refills, ordered laboratory tests and X-rays to support diagnosis, and coordinated referrals for specialized care.
- Supported physician during patient consultations in a high-traffic medical office.
- Recorded vital signs and documented patient information accurately.
- Prepared exam rooms and sanitized medical equipment.
Education
Bachelors - Family Consumer Human Development
USU
Logan/Vernal, UT01-2014
Associates of Science -
USU
Logan/Vernal, UT01-2012
CNA program -
UBATC
Vernal, UT01-2002
Skills
- Customer experience training
- Policy development
- Process improvement
- Process optimization
- Call handling
- Data management
- Team coaching
- Leadership
- Team building
- Effective communication
- Problem resolution
- Conflict resolution
- Decision-making
- Problem solving
- Time management
- Organizational skills
- Attention to detail
- Interpersonal communication
- Relationship building
- Learning facilitation
Personal Information
Title: Team Member
Timeline
Client Experience Associate Senior Lead WellReceived
Anywhere Works
04.2018 - 09.2026
Hard of Hearing Assistant
Utah State Office of Rehab
07.2016 - 07.2020
Life Skills Instructor
North Eastern Services
07.2016 - 04.2017
Older Blind Specialist / Community Integration Coordinator
Active Re-Entry
08.2014 - 01.2016
Sales Associate
Gift Emporium
06.2010 - 09.2011
Dairy Manager
Wal-Mart
11.2008 - 03.2010
CNA / Medical Assistant / Receptionist
Bruce Wilson, M.D.
12.2007 - 10.2008
CNA / Medical Assistant
Sara Andert, M.D.
09.2006 - 10.2008
CNA / Medical Assistant / Receptionist
Robert L. Whitson, M.D.
08.2005 - 08.2006
CNA / Medical Assistant / Receptionist/ Office Manager
M.L. Ramesh, M.D
09.2002 - 06.2005
CNA / Medical Assistant / Receptionist / Office Manager
Vasanthi Gowri, M.D
02.2002 - 09.2002
Bachelors - Family Consumer Human Development
USU
Associates of Science -
USU
CNA program -
UBATC