Franchasa Douglas
Stockbridge,GA
Summary
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Professional banking expert with strong analytical skills and deep understanding of financial services, risk management, and customer relations. Adept at team collaboration and consistently achieving high-impact results. Reliable and adaptable to changing needs, with expertise in financial analysis, loan processing, and regulatory compliance. Recognized for strong communication abilities and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Branch Support Banker / Customer Service Representative
Wells Fargo & Company
06.2022 - 08.2024
- Guided clients through account setup, loan applications, and new service enrollment.
- Ensured regulatory compliance, building trust with clients and safeguarding accounts.
- Delivered personalized financial solutions, increasing customer satisfaction and retention.
- Supported daily operations including cash teller balancing and ATM management.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Customer Service Representative
Wells Fargo & Company
05.2017 - 06.2022
- Resolved escalated issues with professionalism and empathy.
- Maintained accurate records to support issue resolution and follow-up.
- Increased product uptake through in-depth knowledge and a consultative approach.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Rep 3 / Research Specialist
Maximus Federal Services
11.2015 - 04.2017
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization.
- Arranged appointments with doctors, pharmacists and medical teams to raise awareness of latest product launches.
Cashier / Guest Service Rep
ShopRite Grocery Store
08.2012 - 09.2015
- Processed transactions with precision; resolved discrepancies on the spot.
- Supported front-end operations and merchandise management.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Sales Associate
Zales – The Diamond Store
07.2011 - 07.2012
- Drove repeat business through relationship-building and personalized service.
- Handled sales transactions and merchandising with attention to detail.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
Bachelor of Science - Information and Computer Systems
DeVry University
1 W Court Sq, Ste 600, Decatur, GA 30030 404-270-205.2027
High School Diploma -
Ravena Coeymans Selkirk High School
Selkirk, NY01.2011
Skills
- Time Management
- Adaptability
- Data Entry
- Record Keeping
- Analytical Thinking
- Critical Thinking
- Active Listening
- Attention to Detail
- HIPAA compliance
- Claims processing
- Data entry proficiency
- Medical billing
- Healthcare industry
- Phone and email etiquette
- Eligibility determination
- Healthcare cost analysis
Timeline
Branch Support Banker / Customer Service Representative
Wells Fargo & Company
06.2022 - 08.2024
Customer Service Representative
Wells Fargo & Company
05.2017 - 06.2022
Customer Service Rep 3 / Research Specialist
Maximus Federal Services
11.2015 - 04.2017
Cashier / Guest Service Rep
ShopRite Grocery Store
08.2012 - 09.2015
Sales Associate
Zales – The Diamond Store
07.2011 - 07.2012
High School Diploma -
Ravena Coeymans Selkirk High School
Bachelor of Science - Information and Computer Systems
DeVry University
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