Lanise Franklin
Morrow,GA
Summary
- Achieved high client satisfaction through effective account management and authorization processes. Delivered impactful training sessions that improved instructional effectiveness. Developed comprehensive curriculum materials that enhanced course integration. Streamlined document publishing processes, increasing efficiency. Enhanced team performance through proactive floor support initiatives. Fostered a culture of mentorship within quality teams, leading to improved team dynamics. Optimized administrative operations, resulting in increased productivity. Resolved customer issues promptly through effective technical support management.
- Achieved improved training outcomes by leveraging MS Office applications and web-based telecommunications query applications. Created engaging lesson plans with Adobe Captivate software, resulting in enhanced learning experiences for college students. Completed supplemental training programs, contributing to professional growth and expertise in the field.
- Achieved seamless operation of contact center support applications, enhancing customer service delivery. Promoted adherence to federal FDCPA collection laws and procedures, ensuring legal compliance. Optimized job descriptions by incorporating specific software support relevant to position functions.
- Developed and maintained strong customer relationships in telecommunications industry, contributing to sustained client satisfaction over 28 years.
Overview
13
13
years of professional experience
Work History
Customer Experience Advisor
VXI
Morrow, GA
08.2025 - 02.2026
- Delivered exceptional customer support through effective communication and problem resolution.
- Collaborated with cross-functional teams to enhance customer experience strategies and processes.
- Analyzed customer feedback to identify trends and recommend improvements for service delivery.
- Mentored junior advisors, fostering a culture of continuous learning and skill development.
- Implemented quality assurance measures to ensure compliance with company standards and policies.
- Utilized CRM systems to track interactions, ensuring accurate records and follow-up actions.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Collaborated with cross-functional teams to improve overall customer experience across various touchpoints.
- Promoted a culture of continuous improvement by sharing best practices and learning from other team members'' experiences.
- Managed multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail in all tasks.
- Provided personalized support, ensuring a positive experience for each customer interaction.
- Contributed to increased client retention rates by building rapport through empathetic listening skills during difficult conversations.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Collection Account Specialist
Nordstrom Card Services
06.2023 - 06.2024
- Worked within the collection credit card services department, the position was 100% remote.
- Assistance included providing accounting services to card holders i.e. processing payments, updating relational consumer reports, providing self-help options thru online application support accommodations.
- Adjustment of billing fees and interest charges to balances owed.
- Providing education relating to maintaining accurate credit utilization and responsible credit resource techniques.
- Utilizing several systems within the organization in order to maintain accurate customer database information which include but are not limited to Customer Service Evolve, Collections Evolve, MS Office Suite, MS Teams, LiveVox, Avaya, Cisco, PayPoint, Innovis, WorkDay, Account Services Knowledge Base.
Senior Authorizations Specialist II
Frontdoor/OneLand Inc.
04.2021 - 06.2023
- Worked in the Authorizations department position was 100% remote handling home warranty claims for repair or replacement of covered items.
- Assisted licensed contractors to authorize and complete servicing related claims with professionally oriented methods.
- Advised of warranty policy to ensure claims are processed with the correct accounting procedures, contract policy and negotiated pricing with said contractors in addition to informing home-owners of non-covered decisions when necessary.
- Provided continuous communication within various departments of the organization to resolve claims.
- Mentored/Coached representatives through MS Chat and by phone and email support.
- Collaborating departments include Purchasing, Accounting, Service Resolution and Fulfillment.
- Consistently submitted thorough and detailed documentation of claim information for account resolution.
- Maintaining above average performance metrics in the areas of Dollars Saved, Availability and Authorizations per hour.
- Worked with several web based computer systems which included Warranty Manager, CCP, NICE, Workday MS Office Suite, Sharepoint and KEYS.
Account Specialist
Windham Professionals
01.2017 - 04.2021
- As part of a promotion to the position of Skip Tracer, I was responsible for assisting borrowers with resolving delinquent federal student loans.
- I trained team members regarding proper account coding procedures as well as talk offs for resolution.
- As an account's specialist, I participated in the collection of outstanding receivable dollars from the existing client base which included working various campaigns from the business clientele, Waste Management, Medical Services, in addition to customer services and accounting services pertaining to Collegiate University Education.
- Mentoring assistance was given to fellow team specialists and training guidance regarding effective collecting techniques, account procedures, compliance regulations and talk offs for maximum collection results.
- Thorough knowledge of Federal FDCPA Collection Laws and procedures.
- Advising team members of the application to admission processes of the college student experience.
- Additional collection procedures include resolving customer billing problems along with reducing the accounts receivable delinquency status.
- Accompanied by ensuring that all administrative and professional collection practices produce financial profitability to maintain continual bonus compensation.
- Worked with several debt management collection systems to achieve optimal results.
- Position was remote from 3/2020.
Part Time Instructor-Contracted
Nevada System of Higher Education
02.2015 - 08.2018
- Taught Intermediate-Advanced Level courses of ESL to prepare students to master the English Language, as well as the primary objective of acquiring employment or position promotion.
- Provided comprehensive guidance with additional preparation rendered through the WorkKeys/Career Train Program.
- Updated access and enrolled students into the CBT learning modules in addition to facilitating OLS sessions of the Career Train program.
- Employed Intermediate-Advanced levels of the Stand Out Lesson Plan Curriculum to secure comprehension of all course guidelines and objectives.
- Collaborative exercises were administered to correlate with the lesson plans to ascertain further comprehension of the structured subject matter.
- Administrative support of attendance, performance and action-oriented teaching procedures are delivered to upper management.
- The certificate of completion from these courses qualified the graduating student for bi-lingual speaking employment as well as professional language classification status.
Professional Trainer
C3-Customer Contact Channels
02.2013 - 01.2015
- Trained employees to deliver compassionate customer interconnections involving medical insurance services for the Humana and United Health Insurance Campaigns.
- Expanded client provided a curriculum through the LMS/Learning Center Program to implement interactive provision in addition to verbal and tactile methodology to ensure complete comprehension of customer service-based duties.
- Taught calculated measurement practices to determine coverage eligibility costs for medical insurance claims.
- Provided guidance and directional support to guarantee best practices were applied for the promise of First Call Resolution.
- Achieved across-the-board system knowledge of company sponsored medical compliance procedures.
- Substantiated classroom performance through the testing of products and services cognition and system navigation.
- Optimized evidence to ensure adequate processing of employee payroll.
- Expanded conduct warnings to endorse compatible outcomes for graduation to the service position.
- Retained records of trainee performance for staff meetings.
- Assisted the Training Manager with the culmination of special projects and supplying administrative aid.
- I participated in the hiring of additional staff in addition to providing many supplemental responsibilities for the training department.
- Provisioned complementary support to the training department by purchasing incentive rewards.
- Contributed to the reorganization and implementation of several streamlined processes for ordering supplies.
- Accompanied the training manager during client briefing sessions.
- Creation of several additive spreadsheets for cross-departmental trainers via MS Excel.
- Provided supplemental submission within the LMS to the Adobe Captivate application system.
- Submitted additional revisions to the client for the Computer Based Training improvements.
- System capabilities included but are not limited to: web-based, dos (AS-400) and windows based programs I.e., Citrix, CI (Customer Interface System, PBS (Premium Billing System) Argus Health System, HOWIE (Humana Online Web Information Exchange) C3 Intranet & University Portal, IEX/Total-view, ADP (Automatic Data Processing) payroll system; extensive usage of all MS Office Suite Applications.
- Additional integral software applications; Adobe Captivate 7 and Humana's AHIP Medicare Training Portal.
- Evaluated training programs to enhance employee performance.
- Assessed learner progress through feedback and evaluations.
Education
Master of Arts - Education Curriculum and Instruction
University of Phoenix
Las Vegas, NV09-2010
Bachelor of Science Degree - Business Management
University of Phoenix
Las Vegas, NV06-2007
Skills
- Deeply experienced with MS Office applications and web-based Telecommunications query applications
- Developed Adobe Captivate software to create lesson plans in college and integrated tutorial manuals for training classes
- Completed supplemental training programs during professional affiliations
- Experienced in most contact center support applications
- Thorough knowledge of Federal FDCPA Collection Laws and procedures
- Specific software support to positional aspects is incorporated within job descriptions
- Professional within the Telecommunications Industry in Customer Contact Relations for over 28 years
- Debt collection
- Payment processing
- Credit reporting
- Billing adjustments
- Cross-department collaboration
- Regulatory compliance
- Team mentoring
- Effective communication
- Time management
- Data entry
- Problem solving
- Credit analysis
- Debt negotiation
- Goal oriented
- Collection strategies
- Billing problem resolution
- Active listening
- Financial statements expertise
lanisefranklin@yahoo.com, lanisefranklin72@gmail.com
Activities And Accolades
- Business Administration Management Development Certificate
- Continuity of achievement in Top Ten Collection Performance Awards
- Received accommodations for the origination and implementation of collection communication letters to borrowers
- Certified with the 7 Habits of Highly Effective People training by Steven Covey
- Appointed Note Taker position for Coaches Meetings
- Developed the first Expense Based Reward System for employees
- Achieved the Director's Coaching All Star Award for Top Team Rankings in call center performance
- Created client curriculum for Coaching Development
- Certification achievement of Coaching in the Zone, training
- BLITZ training
- Basic Train the Trainer
- Coaching 101 training and additional psychological development training
- Coaching 102 training evolution and personality differences testing
- Employed several employee satisfaction surveys for New Hire training procedures
- Appointed Coordinator for the Training Department Management Team
- Successfully graduated students of certification based courses for ESL workforce improvement
- Created supplemental instructional deliverables for successful ESL course completion
- Created a tracking system for learner progress reporting of relational course topics demonstrating measured improvement
- Accomplished 100% graduation rates of students for ESL courses
- Maintaining successful collection revenue metrics which have resulted in cross departmental assistance within the organization
- Contributed suggestions that were implemented for the editing of the Warranty Management system
Timeline
Customer Experience Advisor
VXI
08.2025 - 02.2026
Collection Account Specialist
Nordstrom Card Services
06.2023 - 06.2024
Senior Authorizations Specialist II
Frontdoor/OneLand Inc.
04.2021 - 06.2023
Account Specialist
Windham Professionals
01.2017 - 04.2021
Part Time Instructor-Contracted
Nevada System of Higher Education
02.2015 - 08.2018
Professional Trainer
C3-Customer Contact Channels
02.2013 - 01.2015
Bachelor of Science Degree - Business Management
University of Phoenix
Master of Arts - Education Curriculum and Instruction
University of Phoenix