Lekisha Franklin
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UnitedHealth Group
05.2025 - Current
- Resolved customer inquiries effectively, ensuring satisfaction and loyalty.
- Managed high-volume call traffic, maintaining professionalism and efficiency.
- Implemented process improvements to enhance service delivery speed.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Medical Assistant
Urgent Care For Kids
10.2020 - Current
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Administered rapid tests such as COVID and Strep to help clinical staff assess conditions.
- Processed and produced ER, OR and portable x-ray information to assist diagnosis.
Care Coordinator
Landmark Health
09.2021 - 05.2025
- Coordinated patient care transitions to ensure continuity and minimize readmission risks.
- Reduced readmission rates by effectively managing patient discharges and following up on post-discharge needs.
- Improved patient satisfaction scores with timely coordination of resources, including home care and rehabilitation services.
Medical Assistant
Unified Women's Healthcare
01.2021 - 09.2021
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
Medical Assistant
Aurora Health Care
10.2018 - 07.2020
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Scheduled appointments for patients via phone and in person.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Educated patients about medications, procedures and physician's instructions.
- Contacted pharmacies to submit and refill patients' prescriptions.
Medical Assistant
Froedtert South
05.2018 - 07.2020
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
Medical Assistant
Ascension All Saints
06.2006 - 05.2018
- Educated patients about medications, procedures and physician's instructions.
- Organized charts, documents and supplies to maintain team productivity.
- Measured patient peak flows to improve workflow efficiency.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
Education
GED -
Gateway Technical College
Kenosha, WI06.2004
Skills
- Venipuncture and phlebotomy
- Proper sterilization techniques
- HIPAA compliance
- Charting expertise
- Customer service
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company services by doing follow-up calls.
Certification
- Certified Nursing Assistant
- BLS License - 2020 American Heart Association
- Certified Phlebotomy, Northwest Phlebotomy School - 2021
Languages
English
Professional Working
Experience
Medical Assistant
Transitional Care Coordinator
Customer Service Representative
Education and Training
other
Timeline
Customer Service Representative
UnitedHealth Group
05.2025 - Current
Care Coordinator
Landmark Health
09.2021 - 05.2025
Medical Assistant
Unified Women's Healthcare
01.2021 - 09.2021
Medical Assistant
Urgent Care For Kids
10.2020 - Current
Medical Assistant
Aurora Health Care
10.2018 - 07.2020
Medical Assistant
Froedtert South
05.2018 - 07.2020
Medical Assistant
Ascension All Saints
06.2006 - 05.2018
GED -
Gateway Technical College
Similar Profiles
Cara BotkinsCara Botkins
Customer Support Specialist at UnitedHealth Care, UnitedHealth GroupCustomer Support Specialist at UnitedHealth Care, UnitedHealth Group
Fawn DillonFawn Dillon
Clinical Transformation Manager at UnitedHealth Group- UnitedHealth Care DivisionClinical Transformation Manager at UnitedHealth Group- UnitedHealth Care Division
Amanda BurbankAmanda Burbank
Senior Provider Relations Advocate, Account Manage at UnitedHealth Care, UnitedHealth GroupSenior Provider Relations Advocate, Account Manage at UnitedHealth Care, UnitedHealth Group
Vikas KansalVikas Kansal
Senior Director Digital Product at UnitedHealth Care, UnitedHealth GroupSenior Director Digital Product at UnitedHealth Care, UnitedHealth Group
Kyra FieldsKyra Fields
Customer Service Representative/Outbound Customer Service Representative at Rooms To GoCustomer Service Representative/Outbound Customer Service Representative at Rooms To Go