Shannon Franklin
Southaven,MS
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
14
14
years of professional experience
Work History
Travel Consultant
American Express
02.2021 - Current
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travelers.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Maintained and updated corporate traveler profiles with current information.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Collected, handled and documented payments for travel services and associated feels.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Handled sensitive information with professionalism and discretion.
- Performed regular compliance reviews and audits, identifying non-compliance issues.
- Worked with compliance team to identify and resolve events of non-compliance.
- Led audits for financial institution's compliance with consumer compliance rules and regulations.
- Provided assistance on compliance projects.
Customer Service
Crate And Barrel
10.2020 - 07.2021
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
- Recommended appropriate services to customers and helped overcome objections with persuasive communication style.
- Distributed information to in-store guests and answered questions to serve needs and drive sales.
- Coordinated efficient product deliveries to meet customers' demands.
- Completed and processed paperwork for new and existing customers needing specialized assistance.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered inbound calls
- tracked packages and scheduled furniture deliveries
- Coordinate with Distribution Centers and vendors regarding return and repair authorization and chargebacks, Maintain an awareness of all product information, intranet communications, current advertising, promotions and catalogs
- Assist customers with setting up gift registries
- Actively participate in weekly customer service meetings, store and training sessions/ product trainings
Customer Service
Synchrony Bank
03.2019 - 02.2021
- Provided extraordinary customer service to card holders.
- Displayed positive attitude while assisting multiple guests to provide excellent customer service, boosting customer service ratings 90%.
- Resolved issues and maintained customer service standards.
- Addressed customer service overflow to reduce complaints.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Processed recurring automated payments and credit card payments.
- Received inbound customer calls related to credit and accounts receivable.
- Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.
Order Taker
Godiva Chocolates
12.2020 - 01.2021
- Entered orders into computer system quickly and in proper sequence.
- Quickly and carefully checked invoices against customer orders for accuracy prior to delivery.
- Suggested upgrades and additional items to meet upselling goals.
- interacted with customers through inbound calls
- first contact resolutions
- exhibited patience, compassion, and empathy
Patient Access Specialist
Amerisource Bergen
11.2020 - 01.2021
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- track and submit prior authorizations
- coordinate benefits, reporting adverse events, and verify patient benefits
- Communicated verification and authorization status updates with the provider department to facilitate decision-making for patient admissions and insurance coverage.
- organize and ensure provider licenses are up to date
Dental Receptionist
Children's Dental Center Of West Tennessee
10.2018 - 11.2019
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Completed patient referrals to other medical specialists.
- Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
- Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Managed patient billing processes for timely, accurate payments.
- Obtained payments from patients and scanned identification and insurance cards.
- Registered and verified patient records before triage with most up-to-date information.
- Processed medical insurance claims and payments.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Assisted with medical coding and billing tasks.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Provided excellent customer service to create positive experiences and build patient trust.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Helped patients complete necessary medical forms and documentation.
Scheduling Manager
American Family Dental
10.2009 - 06.2016
- Performed administrative duties such as faxing and filing confidential documents, answering telephones and responding to emails.
- Coordinated primary staff and physician schedules to guarantee optimum duty coverage.
- Navigated insurance company websites to obtain pre-authorizations and referrals to confirm coverage.
- Assisted healthcare personnel with non-dental and dental functions such as making travel arrangements, responding to external and internal inquiries and setting up presentations.
- Verified completion of weekly schedules through strategic staffing streamlining to maintain payroll at -100%.
- Followed up with doctors' offices to verify proper scheduled exams.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
Dental Assistant Instructor
Concorde Career College
06.2011 - 06.2014
- Monitored student growth and learning through hands-on activities and exams.
- Supervised student training in dental offices and classroom settings.
- Planned demonstrations for students to expand upon lecture topics.
- Inventoried lab and classroom tools and supplies and ordered more.
- Increased learning initiatives by educating students using book lectures and laboratory studies.
- Conducted clinical simulations and provided feedback for each individual student.
- Supervised students when administering medications to maintain patient safety.
- Analyzed clinical settings' success in helping students achieve course and program outcomes.
- Distributed course syllabus and communicated course standards and learning objectives to students.
- Demonstrated leadership skills in managing projects from concept to completion.
- Evaluated students' competencies through written assignments and examinations.
Education
Bachelor of Science - Diagnostic Medical Sonography
Mountain State University
Beckley, WVDiploma - Dental Assisting
Concorde Career College
Memphis, TN12.2009
Skills
- Company Guidelines and Procedures
- Positive Attitude
- Understanding of Medical Terminology
- Regulations and Compliance
- Itineraries
- Marketing
- HIPAA Compliance
- Quality Improvement
- OSHA Compliance
- EMR Software
- Appointment Scheduling
- Office Administration
- Travel research
- Hotel accommodations
- Dependable and Responsible
- Interpersonal communications
- Global destinations
- Company guidelines and procedures
- Analytical and Critical Thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Travel Consultant
American Express
02.2021 - Current
Order Taker
Godiva Chocolates
12.2020 - 01.2021
Patient Access Specialist
Amerisource Bergen
11.2020 - 01.2021
Customer Service
Crate And Barrel
10.2020 - 07.2021
Customer Service
Synchrony Bank
03.2019 - 02.2021
Dental Receptionist
Children's Dental Center Of West Tennessee
10.2018 - 11.2019
Dental Assistant Instructor
Concorde Career College
06.2011 - 06.2014
Scheduling Manager
American Family Dental
10.2009 - 06.2016
Bachelor of Science - Diagnostic Medical Sonography
Mountain State University
Diploma - Dental Assisting
Concorde Career College
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