Jessica Franklin
Marshall,TX
Summary
Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.
Overview
7
7
years of professional experience
Work History
Customer Advocate
Health Care Service Corporation
08.2022 - 07.2023
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns
- Listened to customers in actively to assess issues and provide accurate information
- Documented customer concerns and inquiry resolutions in internal computer system
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics
Customer Service Representative
Ttec At Home Llc
04.2020 - 11.2021
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Met customer call guidelines for service levels, handle time and productivity
- Handled customer inquiries and suggestions courteously and professionally
CSR
Alpine Access Inc
10.2017 - 05.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
Customer Care Representative
Assurant
07.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Education
High School Equivalency Diploma -
Louisiana Dept of Eduacation
Baton Rouge, LA05.2007
Skills
- Customer Services
- Issue Research
- Documentation Coordination
- Data Entry Skills
- Data Entry
References
- Deanna Curtis, CASA, Bienville parish D.A. office, 100 courthouse dr, Arcadia, LA, 71001, 318-218-5068
- Cynthia Bowman, Former PA, Bossier City, Bossier City, Bossier City, LA, 71111, 318-564-7021
Timeline
Customer Care Representative
Assurant
07.2024 - Current
Customer Advocate
Health Care Service Corporation
08.2022 - 07.2023
Customer Service Representative
Ttec At Home Llc
04.2020 - 11.2021
CSR
Alpine Access Inc
10.2017 - 05.2019
High School Equivalency Diploma -
Louisiana Dept of Eduacation