Kristy Franklin

Supported inbound customer inquiries regarding account questions, billing matters, how to questions, and troubleshooting equipment issues.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.

• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Promoted financial products by maintaining excellent service offering knowledge.
• Expanded client base by promoting new financial products.
• Processed customer requests for statements, ordering additional checks and updating customer personal information in database.

• Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
• Affirmed or denied coverage fairly based on thorough investigations.
• Followed up with customers on unresolved issues.
• Proposed settlements for uncomplicated issues to resolve claims.
• Checked level and type of coverage and evaluated contracts.

• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Evaluated employees' strengths and assigned tasks based upon experience and training.