Frankie Trosclair
Equality,IL
Summary
Accomplished leader with over 25 years in the healthcare sector, focused on driving customer service success and employee development. Strong background in training initiatives and providing real-time support to enhance team effectiveness. Interested in applying extensive knowledge in a position that minimizes travel demands.
Overview
38
38
years of professional experience
Work History
Sales Associate, Women's Shoes
Dillards Department Store
11.2025 - Current
- Attended regular training sessions to stay up-to-date on the latest trends and products in women''s footwear.
- Assisted in visual merchandising efforts, resulting in an appealing store environment that encouraged customer browsing and purchases.
- Participated in store-wide promotional events, contributing to increased foot traffic and overall sales revenue growth.
- Worked closely with the management team to develop and implement sales strategies, resulting in increased store performance.
- Top Department Sales and credit achiever since first full month of employment.
Premier Guest Concierge Marketing Associate
Hyatt Residence Club/Hotels
10.2012 - 06.2024
- Perform outbound sales and marketing warm and cold calls to individuals that have expressed interest in the company. Provide customer service and sales to inbound callers wanting to resolve reservation and loyalty issues and schedule specialized vacation packages to Hyatt properties. Assist customers in selecting vacation destinations and package plans encompassing the Hyatt Residence Club/Hotel properties under promotion and according to availability at the property. Overcome guest objections in order to close the sale. Maintain a profile of guest information useful for reference in the future sales opportunity process. Deter guest cancellations by selling the rescheduling feature of package opportunities. Follow up on leads during the sales stage/process. Provide supreme levels of customer service experience to potential owners of the Hyatt Residence Club. I have won repeated awards for top performance in sales and customer service. I hold the department record for daily, weekly, monthly sales in this role.
Field Customer Service Support Specialist–national
Apria Healthcare, Inc
07.2007 - 04.2012
- Provided support for customer service, management, respiratory therapy, and logistics staff, as new processes and web-tools are put into practice. Traveled extensively to various branches and billing operations centers to work with all requests for support from designing and teaching training curriculum, through on the floor elbow to elbow support. Proficient in all computer systems currently in place including but not limited to Business Process Manager, Content Manager records retention solution, and Outlook Office. Responsible to coach and insure HIPPA compliance of protected health information, and maintain a culture of government compliant operations.
Branch Manager II
Apria Healthcare, Inc
08.2006 - 07.2007
- Responsible for all the operations of a level II branch, including projecting budget and attaining projected margins. Supervision of Customer Service, Logistics, Respiratory Therapy and Rehab Wheelchair Staff. Working with hospital partners to provide quality services and equipment, and making sure that all levels of customers were serviced and satisfied. Responsible to prepare operation for JCAHO and FDA inspections. Participate in marketing and relationship building with referring physicians, hospitals, and agencies.
Branch Manager I
Apria Healthcare, Inc
04.2002 - 08.2006
- Brought an acquisition branch to Apria Healthcare standard operating procedures, and JCAHO compliance. Achieved projected budget margins and attained revenue growth and contribution goals. Performed all the duties as described above for Branch Manager II.
Customer Service Specialist
Apria Healthcare, Inc
10.2000 - 04.2002
- Provided excellent customer service to patients and referral sources. Served as liaison to billing and Illinois Medicaid payer. Trained and mentored peers.
Customer Service Account Executive and Billing Consultant
Aeromed/Primedica Home Health Care
12.1987 - 10.2000
- Worked in various positions of increasing responsibility with regional medical equipment provider servicing the Southern Illinois and Indianapolis, IN markets. Joint Ventured with Ferrell Hospital initially, the operation expanded to receive referrals from all hospitals and numerous physicians and nursing agencies in the areas of service.
Education
Coursework - Healthcare Administration
Northeastern State University
Tahlequah, OK12.1984
English Proficiency - Healthcare Administration
Oklahoma Baptist University
Shawnee, OK12.1983
Skills
client relations
Financial audit oversight
Examination preparation
Stock management
purchasing and sourcing
Word processing skills
Microsoft PowerPoint
Excel spreadsheets
Database access
Digital advertising
Data analysis
Early learning education
Timeline
Sales Associate, Women's Shoes
Dillards Department Store
11.2025 - Current
Premier Guest Concierge Marketing Associate
Hyatt Residence Club/Hotels
10.2012 - 06.2024
Field Customer Service Support Specialist–national
Apria Healthcare, Inc
07.2007 - 04.2012
Branch Manager II
Apria Healthcare, Inc
08.2006 - 07.2007
Branch Manager I
Apria Healthcare, Inc
04.2002 - 08.2006
Customer Service Specialist
Apria Healthcare, Inc
10.2000 - 04.2002
Customer Service Account Executive and Billing Consultant
Aeromed/Primedica Home Health Care
12.1987 - 10.2000
Coursework - Healthcare Administration
Northeastern State University
English Proficiency - Healthcare Administration
Oklahoma Baptist University