Mianna Franks
Nashville,TN
Summary
Compassionate customer service representative with a proven track record in HIPAA compliance and process improvement. Known for effective communication and coaching skills, contributing to team success and improved client experiences.
Experienced in customer service and early childhood education, demonstrating critical thinking and problem-solving abilities. Skilled in guiding clients through processes while maintaining compliance and confidentiality.
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
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance USA
Nashville, TN
07.2024 - 09.2025
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to streamline communication processes within the department.
- Guided clients through insurance applications, ensuring adherence to company protocols.
- Resolved customer inquiries regarding policy coverage and claims efficiently.
- Analyzed customer feedback to identify service improvement areas and enhance satisfaction.
- Trained new representatives on systems and best practices for effective service delivery.
- Implemented process improvements that streamlined claim processing and reduced resolution times.
- Developed training materials for ongoing staff development, focusing on compliance and procedures.
- Collaborated with underwriting team to expedite policy issuance and address issues promptly.
- Led team meetings to discuss performance metrics and strategize enhancements in customer service quality.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Daycare Teacher
Kreative Kids Learning Center
Nashville, TN
11.2022 - 04.2024
- Developed and implemented engaging lesson plans that fostered cognitive and social development.
- Facilitated a positive learning environment through effective classroom management techniques.
- Collaborated with parents to discuss child progress and address developmental concerns.
- Mentored junior staff in best practices for early childhood education and classroom activities.
- Conducted assessments to monitor children's progress and adapt teaching strategies accordingly.
- Enhanced curriculum by integrating creative arts and hands-on activities to stimulate learning.
- Established partnerships with community organizations to provide additional resources for families in need.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Oversaw daily transitions between various activities such as snack time, outdoor playtime, naptime ensuring smooth operation of daily schedule.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
Customer Service Representative
Aetna
Nashville, TN
10.2021 - 02.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed patient records using electronic health record (EHR) systems accurately.
- Coordinated with healthcare providers to facilitate appointment scheduling and confirmations.
- Addressed billing discrepancies, ensuring timely resolution for patients and providers.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
Taco Bell
Nashville, TN
06.2019 - 10.2021
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Processed orders accurately, ensuring timely delivery and customer satisfaction.
- Assisted in training new staff on operational procedures and customer interaction techniques.
- Maintained cleanliness and organization of dining area to enhance guest experience.
- Collaborated with team members to optimize workflow during peak hours, improving service speed.
- Implemented suggestions for menu improvements based on customer feedback, enhancing product offerings.
- Monitored inventory levels, assisting with stock replenishment to prevent shortages during shifts.
- Utilized point-of-sale system effectively, managing transactions and maintaining accurate cash handling procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
Medical Assisting Certification - Medical Assisting
Fortis College
01-2026
High School Diploma -
Academy @ Hickory Hollow
Antioch, TN07-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Problem resolution
- Customer relations
- HIPAA compliance
- Patient scheduling
- Medical terminology knowledge
- Medical terminology
- Direct patient care
- Clinical documentation
- Vital signs monitoring
- EMR / EHR
- Patient-focused care
- Electronic medical records
- Electronic health records
- Procedure assistance
- Reliable team player
- Compassionate
- CPR
- Immunization administration
- Phlebotomy techniques
- Specimens collection and processing
- Patient assessments
- Medical procedures
- Maintaining confidentiality
- Insurance verification
- Laboratory specimen collection
- Professionalism and ethics
- Appointment setting
- Compassionate caregiver
- Medical records management
- Patient care coordination
- First aid
- Sterilization techniques
- Patient flow management
- Complex Problem-solving
- Medical office administration
- Equipment sterilization
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- 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 products and services by doing purchase follow-up calls.
- Achieved by completing [Task] with accuracy and efficiency.
Certification
- CCMA - Certified Clinical Medical Assistant
Timeline
Customer Service Representative
Teleperformance USA
07.2024 - 09.2025
Daycare Teacher
Kreative Kids Learning Center
11.2022 - 04.2024
Customer Service Representative
Aetna
10.2021 - 02.2023
Customer Service Representative
Taco Bell
06.2019 - 10.2021
Medical Assisting Certification - Medical Assisting
Fortis College
High School Diploma -
Academy @ Hickory Hollow