Open To Work
Rashenda Franklin
HPOne
Mesquite,TX
Work Preference
Job Search Status:
Open to work
Desired Job Title
Customer Service Representative
Work Type
Full TimePart TimeSeasonal Work
Location Preference
Remote
Minimum Desired Compensation
$45000/yr
Important To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time off
8
years of professional experience
Dynamic Customer Service Representative with extensive experience at HPOne, adept at resolving complex inquiries and enhancing customer satisfaction through active listening and critical thinking. Proven ability to manage high-stress situations while maintaining compliance and professionalism, contributing to improved retention rates and positive client feedback. Proficient in CRM systems and conflict resolution.
Work History
Customer Service Representative Remote
2 Years 7 Months- Answered inbound calls and resolved member inquiries using established service protocols.
- Assisted customers with plan details, eligibility questions, and benefit explanations.
- Documented account updates accurately in CRM systems and case management tools.
- Routed complex issues to appropriate departments while maintaining clear follow-up notes.
- Processed service requests and verified customer information for compliant account support.
- Resolved billing and coverage concerns while maintaining professionalism during high-volume interactions.
- Maintained service quality by applying call scripts, procedures, and product knowledge consistently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative Remote
2 Years 10 Months- Resolved inbound member inquiries regarding benefits, claims, and eligibility with accurate, compliant guidance.
- Documented customer interactions in CRM systems, maintaining complete and timely case records.
- Explained plan coverage, billing details, and service options using clear, policy-based communication.
- Investigated account discrepancies, coordinating follow-up with internal teams to finalize resolutions.
- Guided members through enrollment and account updates while protecting sensitive information.
- Adapted quickly to changing procedures, product updates, and service workflows.
- 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.
Customer Service Representative
2 Years 7 Months- Difficult calls were de-escalated through active listening and calm, solution-focused support.
- Service quality remained consistent through compliance with call-handling standards and established protocols.
- Customer complaints were resolved with empathy, driving stronger loyalty and repeat business.
- Escalated calls were handled efficiently, producing satisfactory resolutions for customers and company.
- Customer satisfaction improved through prompt response to concerns and accurate information.
- Consistent customer service delivery was strengthened through collaboration on best practices.
Education
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Computer proficiency
Complaint handling
Conflict resolution
Microsoft Excel
Payment processing
Complaint resolution
Customer satisfaction measurement
Microsoft outlook
Follow-up skills
Appointment scheduling
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative Remote
HPOne
01.2024 - 08.2026Read More
Customer Service Representative Remote
Broadpath
03.2021 - 01.2024Read More
Customer Service Representative
Iqor Holdings
09.2018 - 04.2021Read More
Lincoln High
High School Diploma
Read More