Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Franklin Gentry

Philadelphia,TN

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

22
22
years of professional experience

Work History

Funding Escalation Representative

Elavon
10.2014 - Current
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
  • Work with new hires to train individually on various funding topics by phone and chat
  • Created Training programs to provide up training to hew hires and seasoned representative on individual topics
  • Did individual trainings on teams with representative who needed help with specific topics.
  • Typically worked average 12 open cases
  • Resolved issue that had been outstanding for2-3 months.

Customer Service Representative

East Tennessee Human Resource
01.2008 - 01.2014
  • Scheduled patient transportation for doctor’s appointments after verifying eligibility utilizing internet Resources
  • Researched potential fraud cases by working with doctor’s office, insurance company representatives, and vendors to verify validity of appointments
  • Followed guidelines for patient privacy under Health Information and Privacy Act.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Customer Service Representative Level II

Caremark
01.2002 - 01.2007
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted customers with pharmacy benefit information copays, deductibles.
  • Researched and resolved incorrect co pays and deductible issues and followed up with customer Regarding status in timely manner.
  • Worked as Lead by answering questions from new hires, following up on issues with client advocate and pharmacy representatives that customer care could not resolve, and taking escalated calls following up within t72-hour goal for resolution.

Education

Associate of Science - Social Sciences

Roane State Community College
Harriman, TN

Skills

  • Microsoft Office
  • Records Management
  • Paperwork Processing
  • Customer Support
  • Staff Training
  • Customer Relations

Accomplishments

  • Documented and resolved Long term issues which led to Higher Customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Funding Escalation Representative

Elavon
10.2014 - Current

Customer Service Representative

East Tennessee Human Resource
01.2008 - 01.2014

Customer Service Representative Level II

Caremark
01.2002 - 01.2007

Associate of Science - Social Sciences

Roane State Community College

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Franklin Gentry