Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pernadra Barnett-Franklin

Elgin,TX

Summary

Customer professional with 13+ years of experience in telephone customer service, sales, and tech support. Familiar with major customer service software and conflict resolution. Excellent knowledge of collection and loan processing procedures with strong communication skills utilized in resolving customer queries. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Supervisor

CVS Pharmacy
08.2023 - 02.2024
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
  • Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.

Member Service Representative

Prime Therapeutics LLC
01.2022 - 08.2023
  • Answering incoming calls related to eligibility, benefits, claims, and authorization of services from members or providers.
  • Research and communicate information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
  • Educate providers on how to submit claims and when and where to submit a treatment plan.
  • Documents customer's comments and information and forwards required information to the appropriate staff.

Appointment Scheduler

Sierra7
02.2020 - 02.2022
  • Answered phones and emails, scheduled and confirmed appointments, and inputted customer data into company systems.
  • Organized workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments.
  • Managed department schedule by maintaining calendars for department personnel and arranging meetings, conferences, teleconferences, and travel.
  • Completed requests by greeting customers, in person or on the telephone, and answering or referring inquiries.

Technical Support Representative

Telus International
08.2016 - 02.2020
  • Responded to basic and routine inquiries including hardware/software, or other designated client products.
  • Answered payment questions, and processed payments, and payment plan transactions.
  • Handled customer password resets, failed authentications, and registration on applications or customer portals.
  • Tracked, documented, and retrieved information in the call tracking database.

Payment Processor

Assurant Mortgage Solutions
10.2012 - 08.2016
  • Prepared billing statements and invoices for customer purchases and recorded transaction dates, prices, and fees to support accuracy.
  • Reconciled accounts receivable ledger to verify payments and resolve variances.
  • Processed bill reminders and consulted with third-party collection agencies to resolve past-due customer accounts.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.

Education

High School Diploma -

Premier Charter High School
Austin, TX

Skills

  • Active Listening
  • Multitasking Abilities
  • Analytical & Critical Thinking
  • Verbal & Written Communication
  • PPE Compliance
  • Organization & Time Management
  • Data Entry & Maintenance
  • Customer Support
  • Loan Application Processing
  • Proficient with Microsoft Office Software
  • Training and mentoring
  • Priority management

Certification

  • PT - Phlebotomy Technician

Timeline

Supervisor

CVS Pharmacy
08.2023 - 02.2024

Member Service Representative

Prime Therapeutics LLC
01.2022 - 08.2023

Appointment Scheduler

Sierra7
02.2020 - 02.2022

Technical Support Representative

Telus International
08.2016 - 02.2020

Payment Processor

Assurant Mortgage Solutions
10.2012 - 08.2016

High School Diploma -

Premier Charter High School

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Pernadra Barnett-Franklin