Jaznay Franklin
Saint Louis
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
11
11
years of professional experience
Work History
Manager
AT&T
08.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved marketing to attract new customers and promote business.
Patient Service Representative
SSM DePaul Hospital
02.2018 - 12.2021
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
Mail Carrier
United States Post Office
01.2020 - 04.2021
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Collected outgoing mail from homes and businesses along routes for customer convenience and initiated delivery to intended recipients.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Call Center Representative
Convergys
03.2014 - 10.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Riverview Gardens
Saint Louis 06-2011
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
Timeline
Manager
AT&T
08.2022 - Current
Mail Carrier
United States Post Office
01.2020 - 04.2021
Patient Service Representative
SSM DePaul Hospital
02.2018 - 12.2021
Call Center Representative
Convergys
03.2014 - 10.2018
High School Diploma -
Riverview Gardens
Similar Profiles
Eonna SmithEonna Smith
Telephone Sales Representative at AT&TTelephone Sales Representative at AT&T
LYNNAE O. GARNERLYNNAE O. GARNER
Retail Sales Consultant at AT&TRetail Sales Consultant at AT&T
Jake DalatiJake Dalati
AT&T Store Manager at AT&TAT&T Store Manager at AT&T
Elda BenitezElda Benitez
Sales Manager Representative at AT&TSales Manager Representative at AT&T
DINESH DINAKAR BABU DODDIDINESH DINAKAR BABU DODDI
Customer Support Representative at SitelCustomer Support Representative at Sitel