Laura Franks
Valdosta,GA
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Customer Relations and Service Satisfaction. Highly valued and respected for expertise and keen insight in following policy in order to obtain desired results. Proficient in job execution and proven track record of success in compliance, detail responsiveness, process improvement and leadership.
Overview
34
34
years of professional experience
Work History
Guest Service Representative
Hilton Garden Inn Hotel
Valdosta, Georgia
06.2024 - Current
- Answered incoming calls from guests seeking reservations or general information.
- Processed payments for room charges, taxes, and other incidentals as required.
- Assisted guests with check-ins and check-outs in a timely manner.
Advanced Care Agent
ADT
Jacksonville, North Carolina
02.2019 - 05.2024
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Actively participated in developing strategies for improving customer relations.
Customer Service Associate
Williams Sonoma
11.2017 - 09.2019
- Facilitates customer on-boarding process by establishing new accounts
- Clearly communicates corporate policies and procedures
- Prioritizes account management, POS operations, customer service problem-solving and relationship building in fast-paced setting
- Provides prompt and efficient service including the appropriate escalation of sellers' issues
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve seller's issues and questions
- Maintains and encourages customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies.
Front Desk Associate
Capital Pediatrics
03.2001 - 09.2010
- Handled all front desk operations; Answering phones, checking patients in and out, processing payments, and scheduling appointments
- Responsible for opening and closing of the office; preparing files for the day, managing patient schedules on a daily basis, inputting patient data for the insurance fee slips for the day
- Answered a multi-line phone, answered any inquiries, transfer calls to proper personnel, and relay messages when necessary
- Managed the administrative operations consisting of the front desk management, scheduling appointments, maintained paper and electronic filing systems for records, correspondence, and other material
- Answered telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Greeted visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Performed record keeping and clerical functions under strict confidentiality in support of the health services staff
- Handled and tracked front and back office inventory and supplies, verified insurance and assisted with referrals
- Scheduled appointments for patients
- Quality checked all documentation for accuracy and data integrity.
Billing Specialist
REX HOSPITAL
02.1991 - 01.2001
Education
General Education Diploma -
West Babylon Senior High School
Skills
- Microsoft Office
- Customer Service
- Client Relations
- Communication Skills
- Time Management
- Administrative Support
- Customer Relationship Management
- Conflict Resolution
- Data Integrity
- Exceptional Telephone Etiquette
- Problem-Solving
- Reports/Documentation
- Result Execution
- Attention to Detail
- Process Improvement
- Documentation & Control
- Strategic Planning
- Quality Control & Assurance
- Staff Management
- Leadership
Otherpositionsheld
REX HOSPITAL, BILLING SPECIALIST, 02/1991, 01/2001
Timeline
Guest Service Representative
Hilton Garden Inn Hotel
06.2024 - Current
Advanced Care Agent
ADT
02.2019 - 05.2024
Customer Service Associate
Williams Sonoma
11.2017 - 09.2019
Front Desk Associate
Capital Pediatrics
03.2001 - 09.2010
Billing Specialist
REX HOSPITAL
02.1991 - 01.2001
General Education Diploma -
West Babylon Senior High School