Summer Franklin
New Braunfels,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product support rep III
Medtronic, INC
San Antonio, TX
01.2021 - Current
- Successfully managed dialer operations and optimized agent allocation, improving the call efficiency process
- Enhanced agent performance by leading onboarding and training processes, resulting in an increase in productivity
- Achieved Mission First Award for expanding and optimizing Stay Connected Bogota Shared Services Center, increasing operational capacity, and strategic planning.
- Provided technical support to customers via phone and email.
- Assisted with troubleshooting customer inquiries and resolved product related issues.
- Researched product information for customers in order to provide accurate answers.
- Developed knowledge base documents for new products.
- Trained other team members on product features and functions.
- Created process improvements aimed at increasing efficiency of the product support team.
- Provided timely follow-up with customers after resolution of their issues.
- Identified trends in customer feedback which were used by the development team to enhance existing products and services or develop new ones.
- Ensured that all incoming inquiries were addressed accurately and efficiently.
Product support rep i
Aerotek/Medtronic, INC
San Antonio, TX
01.2020 - 01.2021
- Successfully completed calls and exceeded my matrix goals
- Assisted other agents in team chats while on calls
- Put patients first and made sure urgent matters were handled in a proper manner
- I made myself available to coach others when management requested.
Receptionist/Medical assistant
Advance Medical Group
San Antonio, TX
01.2017 - 01.2020
- Completed patient intakes when needed (vitals, labs, EKG) and communicated with the doctor
- Coded and billed insurance companies and processed checks received in the mail
- Worked side by side with the office manager on any scheduling conflicts, including scheduling lunches with drug reps and coffee orders.
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
Education
Bachelor of Science in Business Management – Healthcare Management -
Hallmark University
Associate degree – Medical Assistant -
Kaplan College
Skills
- Microsoft programs
- Data Entry
- Multi-tasking
- Detail Oriented
- Self-managed
- Time management
- Team Building Skills
- Responsible
- Microsoft OneNote
- Microsoft Word
- Microsoft Excel
- Microsoft Teams
- Outlook
- Zoom
- CareLink Network
- Internet
- VPN
- AthenaHealth
- 60 WPM
- 10-key
Accomplishments
- Mission First Award for Stay Connected Bogota Shared Service Center Expansion and Optimization
Certification
- Certified Medical Assistant
Timeline
Product support rep III
Medtronic, INC
01.2021 - Current
Product support rep i
Aerotek/Medtronic, INC
01.2020 - 01.2021
Receptionist/Medical assistant
Advance Medical Group
01.2017 - 01.2020
Bachelor of Science in Business Management – Healthcare Management -
Hallmark University
Associate degree – Medical Assistant -
Kaplan College
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