Rose M. Francis
Municipal District Services
Houston,TX
18
years of professional experience
Customer service team lead with a strong track record in conflict resolution and team development. Expertise in handling escalated calls with professionalism while implementing process improvements that boost team efficiency. Committed to fostering a customer-centric environment that drives satisfaction.
Work History
Customer Service Team Lead
9 Years 1 Month- Handled escalated calls while maintaining professionalism and empathy.
- Resolved conflicts by addressing customer complaints and providing solutions.
- Managed high-volume inbound calls to assist customers with inquiries.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Improved team performance by providing new representatives with essential training on company policies. on company policies and customer service protocols.
- Shared suggestions with management to streamline operations and boost productivity in the call center. for improving processes that would increase efficiency within the call center.
Customer Service Representative
7 Months- Answered incoming phone calls from customers to identify assistance needed, including benefits and eligibility, billing and payments, authorizations for treatment, and explanation of benefits (EOBs).
- Asked appropriate questions and listened actively to identify specific questions or issues while documenting required information in computer systems.
- Educated customers on the status of previously submitted pre-authorizations or pre-determination requests to ensure clarity and understanding.
- Researched complex issues across multiple databases, collaborating with support resources to resolve customer issues and partnering with others on escalated cases.
- Researched complex issues across multiple databases, collaborating with support resources to resolve customer issues and partner with others on escalated cases.
Call Center Team Lead
5 Years 1 Month- Managed high-volume calls, ensuring professionalism and customer satisfaction during interactions.
- Trained new team members on call handling procedures and company policies.
- Reviewed calls for compliance with company policies and provided feedback to improve adherence.
- Educated customers on billing procedures, processed payments efficiently, and assisted with setting up payment options.
Education
PCI Medical Assistant - Medical Assistant
Certificate
Menchville High School
Diploma
Skills
Customer relationship management
Call handling
Escalation management
Conflict resolution
Team leadership
Training and development
Process improvement
Personal Information
Title: Administrative support professional
Timeline
Customer Service Team Lead
Municipal District Services
09.2017 - CurrentRead More
Customer Service Representative
UnitedHealth Group
10.2015 - 05.2016Read More
Call Center Team Lead
Southwest Water Authority
10.2008 - 11.2013Read More
PCI
PCI Medical Assistant from Medical Assistant
Read More
Menchville High School
Menchville High School
Read More