Frances Vazquez

Work History

Benefis Data Trust

11.2020 - Current

Conduct screenings throughout the different campaigns that I worked for, South Carolina, Michigan, Colorado, and Pennsylvania.
Assist clients with the different benefits, SNAP (Supplemental Nutrition Assistance Program, formerly known as Food Stamps), Medicaid (State Medical Insurance), PTRR (Property Tax & Rent Rebate), PACE (Pennsylvania State Pharmaceutical Assistance Program Plan for the elderly), LIHEAP (Low-Income Heating and Energy Assistance Program), CCIS (Child Care Works), WIC (Women, Infants and Children program), Homestead and many other stated and federal benefits.
Submit applications to the administering agencies.
Assist clients regarding the processes of the applications and document verification requirements to be sent to different agencies for their applications to be completed.
Actively work to display a courteous and empathetic attitude to callers, resulting in a consistent net promoter score of over 96%.
Collaborate with multiple committees regarding employment feedback and improvement opportunities as part of the employee advisory counselor group.

NextGen

01.2016 - 10.2019

Streamlined support processes for increased efficiency and improved response times.
Provided technical support within the application intake process
Acted as a liaison between clients and internal departments when necessary to facilitate prompt resolution of account-related issues or concerns.
Participated in regular meetings with management to discuss ongoing trends, challenges, successes, and opportunities for improvement within the support department.
Provided empathetic yet professional assistance to customers experiencing technical difficulties or requiring guidance on product usage or features.
Maintained detailed records of client interactions, documenting all relevant information for future reference and analysis.
Enhanced customer satisfaction by promptly addressing and resolving client concerns.
Delivered exceptional service, maintaining a high level of professionalism while handling complex customer inquiries.
Served as an escalation point for complex or high-priority cases, ensuring prompt resolution and customer satisfaction.
Collaborated with cross-functional teams to ensure seamless communication and timely resolution of client issues.
Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Assisted clients with posting insurance, patient payments, claim submission and support cases processes.

Sykes Enterprises, Incorporated

01.2010 - 12.2015

Trained new team members by relaying information on company procedures and safety requirements.
Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Coached team members in techniques necessary to complete job tasks.
Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Reached out to customers to schedule their future services for quality assurance evaluation.
Resolved customer complaints via telephone and email communication.
Managed escalated customer calls including account inquiries, complaints, technical troubleshooting, and support calls.
Managed emergent equipment error customer calls and directed them accordingly.