Stephanie Franquiz
Eustis,FL
Summary
To obtain a full time experienced / professional role (preferably remote position) but willing to commute as well. Utilizing my variety of skills and extensive experience to strongly contribute to your companies goals.
I specialize in several positions including customer service/ sales & retention/ health insurance sales as well as processing claims and denials/ medical billing & coding which I did graduate schooling & was certified/ and of course I have leadership role experiences as well.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Quality-focused & thoroughly experienced in data processing, coding and transcription as well as working denials/claims in accordance to timely.
Typing at 65-70wpm I am proficiently skilled at entering data quickly with strong attention to detail and accuracy. Team player with outstanding communication skills and flexibility in working with others.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Retention Specialist/ Sales
Charter Communications (Spectrum)
Lake Mary, FL
06.2021 - 02.2024
- Establishes & maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions. -Consistently meets or exceeds weekly and monthly goals by utilizing sound telephone based customer save techniques. -Responds to inbound retention calls promptly and efficiently as outlined by the required metrics to include productive time, schedule adherence, handle time & after call work. -Answering billing inquiries as well as having knowledge on pricing, packages, and promotional offers. -Acquire and demonstrate through knowledge of competitors pricing, packaging and products in an effort to discuss side by side comparisons of Charter's and competitors' products and services.
- Developed strategies to improve customer experience and increase loyalty.
- Explained new products and services to customers.
- Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills.
- Implemented creative solutions to deal with special circumstances.
- Verified order changes to resolve customer complaints or concerns.
- Recommended improvements to products, packaging or shipping procedures to preclude future problems.
- Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews.
Customer Service Rep.
Cardworks Inc.
Lake Mary Fl
05.2019 - 04.2021
- Assisted with inbound calls regarding customers credit card. -Answered billing inquires took payments as well as provided assistance with disputing charges. -Met required goals and metrics. -Applied courtesy and professionalism with every client and focused on resolving any issues or concerns regarding their credit card account. -Credit balance transfers. -Credit line increase requests.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
Licensed Health Insurance Agent
Real Time Insurance Agency
Daytona Beach Fl
02.2019 - 05.2019
- Represented Several Insurance Carriers in multiple States Across the United States. -Received inbound & made outbound calls from/to prospective clients and assisted in providing information on all available medicare advantage health plans available to the client. -Email correspondence and appointment setting. -Licensed FL agent 240 -Medicare Certified
- Developed and implemented insurance plans for customers based on their individual needs.
- Provided detailed explanation of policy terms, conditions, and benefits to clients.
- Educated customers on various health insurance products and services available.
- Identified areas where additional coverage may be needed or beneficial for clients.
- Advised clients on changes in their insurance policies due to life events such as marriage or childbirth.
- Ensured that all documents were properly completed prior to submitting them for review.
- Monitored changes in state and federal laws regarding health insurance policies.
- Provided support during open enrollment periods by answering inquiries from potential customers.
Licensed Health Insurance Agent
Guidewell
Lake Mary Fl
08.2018 - 12.2018
- Temp position which I took to obtain my health insurance license (which was done successfully)
- Licensed fl agent 240 -Licensed also in CT -Medicare certified -Responsible for assisting potential/current customers with enrolling in Medicare or changing current plans.
- Developed and implemented insurance plans for customers based on their individual needs.
Medical Billing/Collections Specialist
Urgent Care of Port Orange
02.2018 - 08.2018
- Temp position / covering for employee on maternity leave.
- Performed follow-up calls to collect past due amounts from customers.
- Negotiated payment arrangements with delinquent customers in accordance with company policy.
- Analyzed aged accounts receivable reports to identify trends in collections activity.
- Responded promptly to customer inquiries about their accounts via phone or email.
- Worked closely with other departments within the organization to resolve billing issues quickly and efficiently.
- Investigated complaints concerning billing errors or discrepancies and provided resolution recommendations.
- Processed refunds when applicable based on customer requests or contract terms.
- Monitored daily cash receipts, bank deposits, and journal entries related to collections activity.
- Compiled data into weekly, monthly, quarterly reports summarizing current accounts receivable status.
- Identified areas of improvement in existing processes related to billing and collections activities.
- Responsible for inputting charges into the system for several entities within the medical office. -Applied insurance/ patient payments. -Worked on correspondence/ denials from medical insurances - Corrected claims. - Created A/R reports to address insurance verification issues for non pay. - Assisted patients with any billing/insurance related questions. -Made out bound courtesy calls to patients in regards to past due balances.
Lab Alert Support Representative
Davita Labs
Deland Fl
04.2016 - 02.2018
- Assisting with inbound as well as outbound calls to facilities regarding patient results or alert values. -Maintaining service excellence while adhering to appropriate SOP's and policies. -Adhering to HIPPA and all compliance guidelines. -Assisting with proper documentation and routing to appropriate departments regarding different specimen issues. - Completing requests for teammate results and adding on tests.
- Adhered to company policies and procedures while providing excellent customer service.
- Prioritized tasks based on urgency and importance of the issue being reported by the customer.
- Responded promptly to all incoming requests for assistance from customers.
- Provided follow up communication after resolving an issue to ensure satisfaction was achieved.
- Participated in weekly meetings with the support team regarding current projects or initiatives.
- Analyzed data to identify opportunities for improving support levels.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
Credit Card Customer Support Specialist
J.P. Morgan Chase
Heathrow, FL
03.2014 - 04.2015
- Assisted customers with credit card account. -Balance transfers -Credit line increase-Payments -Adhered to and exceeded required metrics. -100+ calls a day
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Responded quickly to customer inquiries, needs and problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Cashier/Customer Service
Lowes
Kinston, NC
03.2012 - 10.2013
- Responsible for assisting customer with their purchases in a fast and friendly manner. -Assisted in signing up customers for store credit or making payments on credit card balances -Assisted in keeping the front line products clean and stocked.
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
New Patient Processing Speicalist
United States Medical Supply
Doral, FL
02.2011 - 03.2012
- Processing new patient accounts for diabetic medical supplies -Verifying patients insurance, such as Medicare -Verifying doctors -Processing all new and returning patients' - Handling all medical supply orders
Financial Aid Servicing Team Lead
Kaplan University College
Ft. Lauderdale / Orlando FL
06.2008 - 02.2012
- Assisted new students with all financial aid aspects of enrollment -Reviewing necessary paperwork needed to enroll the student in their desired online program. -Providing assistance with completing the required documentation for the Department of Education -Verify all worksheets before final submission -As the team lead was a leadership position I assisted the manager with overseeing agents' adherence, conversion rates, and call quality when reviewing calls for the agents assigned to our team. -Provided feedback to agents' as well as coachings in order to better help the agent to overcome errors and to exceed expectations.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Developed strategies to increase team productivity and improve customer service levels.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Created detailed reports on team activities as requested by management.
- Motivated staff through positive reinforcement techniques.
- Maintained accurate records of employee attendance and task completion times.
- Analyzed data from various sources to identify trends or patterns in customer behavior.
- Delegated tasks appropriately according to individual skill sets.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures or policies.
- Fostered positive employee relationships through communication, training and development coaching.
- Followed staffing strategies to achieve production goals.
Education
Certification - Medical Billing & Coding
Florida Career College
06.2012
High School Diploma -
Coral Springs High School
06.2006
Skills
- medical software programs such as EMR/PMS, and online claim submissions
- Strong communication and problem solving skills
- Highly accountable and reliable
- Financial experience
- Highly trainable and enthusiastic to learn
- Licensed to sell Health Insurance 240
- MS Office/ Word/ Excel
- Sales experience
- Customer service 20 yrs
- Fast paced call center experience taking 100 calls a day while meeting required metrics
- Leadership
- Analysis skills
- Insurance sales
- Typing 65wpm
- HIPAA
- EMR systems
- ICD-9
- CRM software
- Sales
- Pricing
- Clerical experience
- Cash register
- ICD-10
- Quality assurance
- Medical terminology
- Medical coding
- Inside sales
- Cash handling
- Communication skills
- Cold calling
- Salesforce
- Microsoft Excel
- Management
- Organizational skills
- Negotiation
- Databases
- Word processing
- Computer skills
- Windows
- Banking
- Insurance verification
- Medical billing (Certified)
- CPT coding
- Medical office experience
- Customer retention
- Document review
- Microsoft Word
- Microsoft Office
- Microsoft Outlook
- Training & development
- Time management
- Live chat
- IOS
- Data analysis skills
- Software troubleshooting
- Writing skills
- Clinic
- Conflict management
- Account management
- Customer relationship management
- Recruiting
- Medicare
- Team management
- Discharge planning
- Supervising experience
- Workday
- Relationship management
- Inpatient
- Care plans
- Medical Collection
- Accounts Receivable
- Persuasion Techniques
- Knowledge Of Sales Retention
- Documentation skills
- Insurance Policy Sales
- Data Entry
- Financial Analysis Software
- Financial Products Knowledge
- Quoting And Pricing Policies
- Customer Follow-Up
- Files And Records Management
- Client Needs Assessment
- Account Retention
- Relationship Building
- Insurance Verification
- Policy Renewals
- Agent Support
- Billing Information Collection
- Relationship Development Skills
- Analytical Thinking
- Investigation Skills
- Sales And Support
- Excellent Judgment
- Inbound Call Management
- Administrative Support
- Crm Software
- Patient Rapport
- Reporting Skills
- Hipaa Compliance
- Health Insurance
- Customer Relations
- Negotiation Abilities
- Customer Retention Strategies
- Documentation abilities
- Upselling and Cross Selling
- Persuasion strategies
- Retention management
- Information Protection
- Professionalism
- Team Collaboration
- Training and mentoring
- Problem-Solving
- Written Communication
- Task Prioritization
- Multitasking
- Organizational Skills
- Self Motivation
- Continuous Improvement
- Active Listening
- Interpersonal Skills
- Time management abilities
- Policy and Procedure Writing
- Complaint Handling
- Adaptability
- Customer Relationship Management
- Reliability
- Payment posting
- HIPAA Compliance
- Coding Error Resolution
- Billing Dispute Resolution
- Strategic Thinking Skills
- Coding Proficiency
- Claims Reporting Systems
- Claims Negotiation
- Insurance Policy Review
- Healthcare Common Procedures Coding System (Hcpcs)
- Insurance Policy Coverage Knowledge
- Claims Management
- Medical Billing
- Medical Coding
- Medicaid knowledge
- Eligibility Determination
- Claims Processing
- Critical Thinking
- Claims Investigation
- MS Office
- AR reporting utilizing excel spreadsheets
Certification
- Certified Coding Specialist
- Medical Coding Certification
- Certified Coding Associate
- Medical Billing Certification
- Certified Professional Coder
- Health Insurance License 0240
Timeline
Retention Specialist/ Sales
Charter Communications (Spectrum)
06.2021 - 02.2024
Customer Service Rep.
Cardworks Inc.
05.2019 - 04.2021
Licensed Health Insurance Agent
Real Time Insurance Agency
02.2019 - 05.2019
Licensed Health Insurance Agent
Guidewell
08.2018 - 12.2018
Medical Billing/Collections Specialist
Urgent Care of Port Orange
02.2018 - 08.2018
Lab Alert Support Representative
Davita Labs
04.2016 - 02.2018
Credit Card Customer Support Specialist
J.P. Morgan Chase
03.2014 - 04.2015
Cashier/Customer Service
Lowes
03.2012 - 10.2013
New Patient Processing Speicalist
United States Medical Supply
02.2011 - 03.2012
Financial Aid Servicing Team Lead
Kaplan University College
06.2008 - 02.2012
Certification - Medical Billing & Coding
Florida Career College
High School Diploma -
Coral Springs High School