Kendra Francis
Monmouth Junction,NJ
Summary
Dedicated Customer Service Representative with over four years of experience in delivering exceptional support within dynamic environments. Expertise in resolving complex inquiries and enhancing customer satisfaction scores through empathetic communication. Demonstrated success in exceeding performance metrics and fostering customer loyalty in team-oriented settings. Aiming to leverage skills in a challenging role to further enhance customer experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
ABA Paraprofessional
FFA
Piscataway, NJ
10.2024 - Current
- Developed and delivered interventions to enhance special education students' social abilities, including task completion, communication, and skill acquisition.
- Supervised student transitions to restroom, cafeteria, and playground.
- Communicated affirmatively and promoted positive attitudes with every student.
- Reviewed and reported on IEP progress.
- Participated in team meetings to discuss progress toward goals.
- Conducted training sessions focused on daily living skills.
- Encouraged positive behaviors through verbal praise and reinforcement strategies.
Patient Service Representative
Volt Workforce Solutions
Woodbridge, NJ
05.2020 - 12.2023
- Handled customer inquiries via phone and email regarding medical records and file requests.
- Performed administrative duties such as filing, faxing, photocopying.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts.
- Updated reference materials to include requirements and guidelines for Medicare, Medicaid, and third-party payers.
- Ensured reception area remained tidy and well-organized.
- Applied HIPAA privacy and security regulations while handling patient information.
- Answered incoming calls in a professional manner.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
Data Entry Clerk
Essex County Health Department
Newark, NJ
06.2020 - 07.2022
- Reviews data for deficiencies to process customer and account source documents.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Leveraged specialized software applications including Microsoft Office and database systems.
- Adjusted settings for format, page layout and line spacing.
- Maintained data entry requirements by following data program techniques and procedures.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Contact Center Representative
Raymour & Flanigan
Union, NJ
05.2020 - 05.2021
- Meet or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Excelled in exceeding daily credit card application goals.
- Followed up with customers after each interaction to ensure satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Processed returns and refunds and price adjustments according to company policies.
- Utilized ticketing system to manage customer support inquiries.
- Showcased ability to multitask with active listening and empathy.
Education
HIGH SCHOOL DIPLOMA -
EAST ORANGE CAMPUS HIGH SCHOOL
East Orange, NJ06.2018
Skills
- IEP implementation assistance
- organizational development
- software development
- Professional phone communication
- executive communication
- cross-functional collaboration
- strategic planning
- Interpersonal communication
- emotional intelligence
- leadership/training
- Positive reinforcement
- business process improvement
- Telehealth support
- Fluent in English
Certification
- Security Officer license
- CPI Trained
Languages
3
Languages
English
Professional
Timeline
ABA Paraprofessional
FFA
10.2024 - Current
Data Entry Clerk
Essex County Health Department
06.2020 - 07.2022
Patient Service Representative
Volt Workforce Solutions
05.2020 - 12.2023
Contact Center Representative
Raymour & Flanigan
05.2020 - 05.2021
HIGH SCHOOL DIPLOMA -
EAST ORANGE CAMPUS HIGH SCHOOL
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