Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Franco Porras

Charleston,SC

Summary

Dynamic professional with extensive experience in call center operations and customer support. Proven ability to enhance customer relationships and resolve conflicts effectively. Honest and hardworking, trained to manage large amounts of information for busy office environments effectively. A punctual and friendly individual willing to help with any task or project.

Overview

12
12
years of professional experience

Work History

Medical Call Center Representative

Palmetto Digestive
Charleston, SC
08.2024 - 07.2025
  • Handled inbound patient calls regarding appointments and medical inquiries.
  • Scheduled appointments and coordinated with medical staff to address patient needs.
  • Maintained accurate records in electronic health record systems.
  • Provided empathetic support to patients facing health concerns.
  • Collaborated with team members to enhance call handling efficiency.
  • Resolved patient complaints through active listening and effective solutions.
  • Adhered to HIPAA guidelines for managing confidential patient information.

Account Expert

T-Mobile, Inc.
Charleston, US
12.2021 - 11.2023
  • Resolved diverse customer inquiries promptly, enhancing loyalty through proactive account management.
  • Managed customer accounts to identify revenue opportunities and improve service offerings.
  • Educated customers on products and services, fostering strong, profitable relationships.
  • Completed training to acquire new skills and align with company values.
  • Utilized multiple applications efficiently, demonstrating advanced proficiency in systems.
  • Excelled in Windows environments, particularly with Microsoft Word, Excel, and PowerPoint.

Data Entry Clerk/Intake Processor

Palmetto Community Action Partnership
Charleston, US
08.2020 - 11.2021
  • Oversaw federally funded non-profit team with a budget of $5.72 million at year-end 2020.
  • Processed an average of 50 applications weekly, ensuring timely assistance.
  • Conducted virtual interviews to validate information and procure necessary documents.
  • Organized special drive-up events to enhance the document collection process.

Administrative Assistant

GSP Transportation
Charleston, US
04.2018 - 07.2020
  • Achieved target of 2% Out of Service (OOS) assets at CHS location by year-end 2018.
  • Conducted daily physical inspections and coordinated auction loads to track inventory assets.
  • Streamlined submission of claims information to Subrogation for efficient vehicle damage collection.

Researcher and Journalist

Odyssey Online
Charleston, US
01.2014 - 12.2017
  • Established first South chapter for Odyssey Online, achieving over one million views on a single article.
  • Enhanced writers' techniques and marketing strategies through comprehensive copy-editing as contributing editor.
  • Authored numerous engaging articles covering politics, social issues, economic trends, and pop culture.

Client Service Specialist and Administrative Assistant

Allstate Porras Agency
06.2013 - 05.2015
  • Created lead generation strategies, enhancing market exposure for Allstate agents.
  • Increased agency sales by 10 items monthly through strong customer relationship management.
  • Facilitated client inquiries and resolved service-related issues with efficiency.
  • Coordinated client support efforts with insurance agents to ensure seamless service delivery.
  • Developed training materials on service protocols for new team members.
  • Maintained comprehensive records of client interactions and feedback consistently.
  • Assisted with the implementation of new software tools to improve client service operations.
  • Scheduled and confirmed appointments according to customer availability.

Education

B.A. - English

College of Charleston
01.2017

Skills

  • Call center operations
  • Electronic health records management
  • Appointment scheduling and HIPAA compliance
  • Customer relationship management
  • Data entry accuracy
  • Data analysis and reporting
  • Conflict resolution strategies
  • Team collaboration and support
  • Payment processing systems
  • Script adherence and execution
  • Proficient in Microsoft Windows
  • Microsoft Word proficiency
  • Microsoft Excel expertise
  • Microsoft PowerPoint presentation
  • Remote office availability

References

References available upon request.

Timeline

Medical Call Center Representative

Palmetto Digestive
08.2024 - 07.2025

Account Expert

T-Mobile, Inc.
12.2021 - 11.2023

Data Entry Clerk/Intake Processor

Palmetto Community Action Partnership
08.2020 - 11.2021

Administrative Assistant

GSP Transportation
04.2018 - 07.2020

Researcher and Journalist

Odyssey Online
01.2014 - 12.2017

Client Service Specialist and Administrative Assistant

Allstate Porras Agency
06.2013 - 05.2015

B.A. - English

College of Charleston

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