Summary
Overview
Work History
Education
Skills
Timeline
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Selena Franklin

Astoria,OR

Summary

Detail oriented, customer-centric employee with extensive marketing/sales, administration, business development and risk management skill sets. Always looking to expand and learn new fields. Consistently encouraging safety, growth and quality service in any setting.

Overview

2026
2026
years of professional experience

Work History

Customer Care Representative

Columbia Memorial Hospital
2025 - Current
  • Navigated multiple computer systems and applications to find information. Utilized CRM systems to accurately track customer interactions and update account information.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.

Community Liaison

Hospice of the West
2024 - 2025
  • Developed and implemented strategies to address community concerns, resulting in increased trust and satisfaction. Engaged with families, communities and healthcare partners, coordinated activities and continuing education events and grew business through constant engagement.
  • Strengthened community partnerships by organizing and attending collaborative events. Leveraged social media platforms to share information about events, resources, and success stories with a wider audience.
  • Built and maintained relationships to serve as a liaison between different departments internally and externally ensuring maximum efficiency in addressing community needs. Coordinated volunteer recruitment efforts to support various programs within the organization.

Client Relations Director

Centria Autism Services
2024 - 2024
  • Led Client Relations department through periods of rapid growth by effectively managing resources during critical transitions or organizational changes within the company. Conducted weekly reviews to assess performance against targets and identify areas for improvement.
  • Mitigated the risks of client attrition by identifying and addressing root causes, fostering client trust and satisfaction in company services. Monitored industry trends to proactively address potential challenges, keeping clients ahead of competitors in the market space. Established strong relationships with key clients, driving loyalty and long-term partnerships.

Physician Liaison

Arizona Liver Health
2023 - 2023
  • Conducted thorough assessments of existing referral sources' strengths and weaknesses, allowing for targeted improvements in outreach efforts. Developed a system for tracking key performance indicators related to physician referrals, enabling more informed decision-making regarding resource allocation.
  • Developed highly effective communication, interpersonal and persuasion skills, which were used for interacting with people of all different backgrounds and cultures.

Safety Management Systems Coordinator

Perform Air Intl
2021 - 2023
  • Analyze data to create assessments that mitigate dangers and discover trends in human factors that posed a threat to flight safety.
  • Developed user training materials for new applications, increasing employee proficiency and reducing support requests. Conducted regular system audits to identify areas for improvement, leading to enhanced performance and reliability that goes above and beyond industry standards for each country or region.
  • Created risk assessments and formulated scores to determine focus areas to mitigate risk throughout the company while heading a monthly, quarterly, and annual safety committee meetings.
  • Developed internal marketing strategies to reiterate the importance of safety and extrinsic marketing campaigns for the FAA, IATSA and end user airline companies to aid in business development, federal compliance, and consistent quality.

Marketing Director

Life Care Centers of America
2019 - 2021
  • Established and executed comprehensive business development plans for lead generation and growth of census for skilled nursing facilities across eastern Arizona. Tracked growth with profit and loss statements.
  • Developed marketing strategies with safety protocols and education for community engagement. Utilized market research to identify high-need areas to develop relationships and support community needs. Encouraged Social Media Marketing for business development. Created content and promotional materials to drive engagement and conversations.



Account/Live Chat Specialist

San Diego County Credit Union
2015 - 2018
  • Furthered customer education with marketing events such as Financial Wellness Wednesdays and Car Sale promotions at all events, including those hosted at stadiums.
  • Handled inbound and outbound calls, Live Chat correspondence and follow up to assist customers. Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service. Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.


Education

Kinesiology -

Arizona State University
Tempe, AZ
01-2010

High school or equivalent -

Marcos De Niza High School
Tempe, AZ
01-2006

Skills

  • Attention to detail
  • Marketing/ Business Development
  • Customer relationship management (CRM)
  • Current Fingerprint Clearance
  • Current Notary Public
  • Sales and Customer Service
  • Data entry
  • Customer relations
  • Relationship building
  • Product knowledge
  • Task prioritization

Timeline

Customer Care Representative

Columbia Memorial Hospital
2025 - Current

Community Liaison

Hospice of the West
2024 - 2025

Client Relations Director

Centria Autism Services
2024 - 2024

Physician Liaison

Arizona Liver Health
2023 - 2023

Safety Management Systems Coordinator

Perform Air Intl
2021 - 2023

Marketing Director

Life Care Centers of America
2019 - 2021

Account/Live Chat Specialist

San Diego County Credit Union
2015 - 2018

Kinesiology -

Arizona State University

High school or equivalent -

Marcos De Niza High School

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