Michele Francois
Summary
Results-driven customer service specialist with a strong track record in enhancing client experiences through effective problem resolution. Skilled in managing diverse tasks and utilizing resources to provide comprehensive solutions, supporting operational efficiency. Committed to continuous growth within a forward-thinking company.
Overview
24
24
years of professional experience
Work History
Cruise Specialist - Remote
Carnival Cruise Lines
Orlando, Florida
09.2024 - Current
- Mitigated financial discrepancies through accurate collection of customer fees and management of refunds, ensuring correct travel documentation.
- Researched and organized availability of cruises, flights, hotels, and car rentals to provide clients with comprehensive vacation options.
- Determined and communicated accurate pricing for customer services by effectively utilizing tools to find best deals.
- Responded immediately to clients' questions and issues, providing effective solutions.
Front of House Staff Member
Waffle House Restaurant
Orlando, Florida
11.2016 - 01.2025
- Provided prompt and attentive service to all guests while managing multiple tables to enhance overall dining experience.
- Provided excellent customer service by addressing any complaints or concerns promptly to enhance dining experience.
- Processed cash transactions and operated point-of-sale systems with accuracy to ensure smooth transactions.
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
- Executed opening, closing, and shift change duties to maintain efficient restaurant operations.
Consumer Access Specialist - Remote
Advent Healthcare
Orlando, FL
09.2021 - 08.2024
- Processed 80+ inbound and outbound calls daily, managing inquiries and resolving consumer needs effectively while utilizing multiple resources for information retrieval.
- Educated patients on access procedures and documentation requirements, facilitating smoother interactions and understanding of processes.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Collaborated with healthcare providers to streamline referral processes and calculate financial estimates
- Coordinated appointment scheduling to enhance workflow and client satisfaction, ensuring accurate call documentation per standard operating procedures.
Private Duty Nurse
Self-Employed
Orlando, Florida
02.2014 - 08.2021
- Managed medication for 10 patients, providing education and monitoring vitals. Coordinated physician appointments, physical therapy, and recreational activities while assisting with daily living tasks such as cooking, cleaning, bathing, shopping, transportation, and family visits on schedule.
- Collaborated with healthcare team to plan and implement treatment strategies, ensuring continuity of care.
- Built strong rapport with patients and families, enhancing quality of care and patient comfort.
- Developed recruiting strategies to identify qualified candidates and build network for in home personal care.
Blood & Body Fluid Coordinator
Florida Hospital
Orlando, Florida
01.2009 - 01.2014
- Coordinated project to raise awareness of infection risks, applying project and team leadership to successfully decrease needle stick and blood splash incidents.
- Accommodated employees who experienced infectious needle stick or blood splash during clinical procedures, ensuring timely support and guidance.
- Managed administrative processes, prepared key reports and documentation, and conducted surveillance for infection prevention protocols.
- Facilitated communication between management and 12,000 employees by addressing questions, interpreting and administering contracts, and resolving work-related issues.
Advanced Clinical Technician
ORMC, WINNIE & ARNOLD PALMER Hospitals
Orlando, FL
01.2003 - 12.2008
- Obtained vital signs, height, and weight of patients in adult, women, and pediatric emergency departments to ensure accurate health assessments.
- Prepared patients for exams, tests, and special procedures, assisting with treatments to enhance patient care experience.
- Collected and prepared patient specimens for transport to labs, facilitating timely analyses by assisting pathology team with tissue sample preparation.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity in Central Florida Trauma Bay at ORMC/APH/WPH facilities.
- Performed administrative or clerical duties such as filing, reception, scheduling, data entry and patient registration.
Education
CMA - Health Sciences
Midlothian Business College
Richmond, VA, United States11-1992
High School Diploma -
Sheepshead Bay High School
Brooklyn, New York06-1986
Skills
- Call management
- Effective communication
- Adaptability
- Problem solving
- Attention to detail
- Invoice preparation
- Data entry accuracy
- Recruitment Management
- Daily living support
Sewing, Drawing & Painting
I am so glad that my love for sewing, drawing and painting was part of my childhood pastime, before technology took over.
Timeline
Cruise Specialist - Remote
Carnival Cruise Lines
09.2024 - Current
Consumer Access Specialist - Remote
Advent Healthcare
09.2021 - 08.2024
Front of House Staff Member
Waffle House Restaurant
11.2016 - 01.2025
Private Duty Nurse
Self-Employed
02.2014 - 08.2021
Blood & Body Fluid Coordinator
Florida Hospital
01.2009 - 01.2014
Advanced Clinical Technician
ORMC, WINNIE & ARNOLD PALMER Hospitals
01.2003 - 12.2008
CMA - Health Sciences
Midlothian Business College
High School Diploma -
Sheepshead Bay High School