Jennifer Francis
Rumford,RI
Summary
Customer service professional versed in applying strong communication, problem-solving skills, and polite professional demeanor to resolve customer issues and maximize customer satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
CVS Health
05.2022 - 10.2023
- Assist customers with online orders
- Process refunds for damaged/not received orders
- Assist with website technical difficulties
- Assist customers with scheduling virtual doctors visits as well as vaccinations
- Take10-15 inbound calls per hour
- Handle irate customers and work to diffuse situations
Human Resources Associate
CVS
11.2020 - 10.2021
- Approve or deny leave of absence claims
- Take20-30 calls per day regarding time off
- Communicate with other case managers
Claims Rep I.
United Natural Foods
07.2018 - 06.2020
- Taking60-80 calls per day
- Processing credits for customers submitting claims
- Completing customer requests and or follow ups in a timely manner
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
- Properly directed inbound calls to improve call volume
Collections Recovery Specialist.
Citizens bank
08.2015 - 07.2018
- Assist to reduce losses and delinquency by contacting customers and negotiating payment arrangements
- Bring delinquent accounts to resolution while providing excellent customer service
- Memorized all company products and services to be able to answer customer questions quickly and efficiently
- Adapts to handling various calls on a daily basis
- Submitted requests to the proper department to prevent recurring issues and recommend improvements in the process and procedure
- Analyzed reports on improvements to bring effectiveness to the department
- Processed credit card payments
Wal-mart
11.2010 - 09.2016
- Maintained current store, product and promotional knowledge to drive consistent sales
- Provided every customer with professional and polite support for sales and service needs
- Trained new team members in cash register operation, stock procedures and customer service
Education
General Studies
Community College of Rhode Island
Warwick, RIGED -
Providence Skills Center
03.2010
Skills
- Organized work habits and attentive to detail
- Power-point
- Ability to work independently and work in a team atmosphere
- Word
- Proficient in the following areas:
- Excel
- Microsoft Office
- Outlook
- Human Resources
- Negotiation
- Account Management
- CRM Software
- Salesforce
- Project Management
Timeline
Customer Service Representative
CVS Health
05.2022 - 10.2023
Human Resources Associate
CVS
11.2020 - 10.2021
Claims Rep I.
United Natural Foods
07.2018 - 06.2020
Collections Recovery Specialist.
Citizens bank
08.2015 - 07.2018
Wal-mart
11.2010 - 09.2016
General Studies
Community College of Rhode Island
GED -
Providence Skills Center