Preshell Franklin
Bryan ,TX
Summary
Dynamic Customer Service Representative with a proven track record at Hotels.com, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through empathetic communication and effective problem-solving. Skilled in data entry and proficient in Microsoft Office Suite, consistently exceeding performance metrics and fostering team collaboration.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Hotels.com
03.2025 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Clinical Support Specialist
Home Health Services
06.2023 - 09.2024
- Performed routine office tasks necessary for office operation and presentation.
- Communicated medical need for patient visits to scheduling department.
- Managed on-site coordination of home health documentation.
- Noted physician orders in chart and completed directed actions.
- Collaborated with physician to verify capture of care coordination billable minutes.
- Partnered with other specialists in coordinating multidisciplinary care plans that addressed all aspects of a patient''s health condition.
- Conducted thorough assessments of clinical environments, identifying areas for improvement and implementing changes accordingly.
- Implemented innovative solutions to complex medical cases, resulting in successful treatment plans and positive patient experiences.
- Served as a reliable resource to both healthcare providers and patients alike, addressing questions or concerns promptly and knowledgeably.
- Monitored patient progress meticulously, making necessary adjustments for optimal recovery rates and minimal complications.
- Optimized data collection methods during patient consultations for more accurate diagnoses and tailored interventions.
- Collaborated with interdisciplinary teams to develop holistic treatment approaches tailored to individual patient needs.
- Participated actively in quality assurance initiatives, identifying areas for improvement and implementing corrective actions as needed.
- Assisted in the development of clinical protocols for improved patient outcomes and satisfaction.
- Delivered high-quality clinical support services by adhering strictly to guidelines, policies, and procedures set forth by the organization.
- Streamlined workflow efficiencies within the clinical environment through continual process improvements and updates on best practices in patient care management.
- Enhanced patient care by providing clinical support to healthcare professionals, ensuring efficient and effective treatment.
- Streamlined internal processes for better coordination between medical staff and patients, leading to increased quality of care.
- Developed strong relationships with patients through empathetic communication and active listening skills, fostering trust and rapport.
- Mentored junior clinical support staff members on best practices for providing exceptional service while maintaining professionalism under pressure.
- Evaluated emerging trends in the field of medicine and updated clinical support practices accordingly to ensure continuous improvement in patient care.
- Facilitated open lines of communication among healthcare team members, promoting collaboration towards common goals in patient wellness.
- Mediated communications between healthcare providers and patients'' families, ensuring accurate information exchange for informed decision-making processes.
- Maintained up-to-date knowledge on industry advancements, continually improving the level of care provided to patients.
- Provided comprehensive training to new healthcare staff members, contributing to a highly skilled and competent team.
- Supported patients and family members, actively listening to concerns and offering compassionate care.
- Disinfected tools, equipment and surfaces between patients.
Administrative Assistant
Hospital At Home
02.2024 - 03.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained inventory of office supplies and placed orders.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
- Organized company events to enhance team cohesion, coordinating logistics and catering for over 50 participants.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
- Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
Customer Service Representative
Hospice
04.2020 - 07.2022
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Education
N/A -
Garyjobcorps
San Marcos, TX11.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Data collection
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Filing
- Live chat support
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
Timeline
Customer Service Representative
Hotels.com
03.2025 - Current
Administrative Assistant
Hospital At Home
02.2024 - 03.2024
Clinical Support Specialist
Home Health Services
06.2023 - 09.2024
Customer Service Representative
Hospice
04.2020 - 07.2022
N/A -
Garyjobcorps
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