Franchesca Cook
La Porte,TX
Summary
Driven professional with a proven track record at E-telequote, enhancing customer satisfaction through exceptional customer service and active listening. Excelled in data entry and problem-solving, achieving high retention rates. Skilled in Microsoft Excel and medical terminology, demonstrating strategic thinking and leadership, significantly improving operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Etelequote
05.2022 - 10.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Medical Office Assistant
Honor Health Deer Valley Medical Center
01.2018 - 03.2022
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Improved patient satisfaction by efficiently scheduling appointments and managing patient records.
- Ensured smooth daily operations by managing incoming calls professionally while addressing inquiries or directing them to appropriate personnel.
- Enhanced patient care with timely and accurate data entry of medical histories, prescriptions, and lab results.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Lead Dental Assistant
Castle Dental, Smile Brands
11.2013 - 01.2018
- Explained treatment procedures and instructed patients on home care guidelines.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Supported dentists during procedures, assisting dental fillings, permanent, and temporary crowns and sealants.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
Education
Associate of Applied Science - Data Processing
HCC
Houston, United States05.2013
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Microsoft Excel
- Medical terminology knowledge
- Network Troubleshooting
- Strategic Thinking
- Team motivation/Leader
Timeline
Customer Service Representative
Etelequote
05.2022 - 10.2024
Medical Office Assistant
Honor Health Deer Valley Medical Center
01.2018 - 03.2022
Lead Dental Assistant
Castle Dental, Smile Brands
11.2013 - 01.2018
Associate of Applied Science - Data Processing
HCC
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