Tegan Francis
NC
Summary
Organized and dependable professional successful at managing multiple priorities with a positive attitude. Experience in providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, EPIC and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
Overview
11
11
years of professional experience
Work History
Virtual Administrative Assistant
Breakfast Belle LLC
04.2023 - 12.2024
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information
- Identified opportunities for upselling products or services during customer interactions, boosting company revenue
- Navigated multiple systems simultaneously while assisting customers, increasing efficiency and reducing handle time
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms
- Monitored emails, organized inbox, and prioritized messages for CEO
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Handled confidential information discreetly, ensuring the privacy of clients and executives
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Customer Service Representative
First Citizens Bank
10.2021 - 05.2022
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience
- Educated customers about billing, payment processing and support policies and procedures
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Cross-trained and provided backup support for organizational leadership
Health Benefits Coordinator
Fidelity Investments - Call Center
08.2018 - 01.2020
- Worked in a call center with300+ representatives, taking100+ calls per shift
- Enrolled employees' into their employer benefits using NetBenefits and D3000
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email
- Documented and detailed calls and complaints using call center's CRM database
- Approved and terminated customer contracts upon request
- Observed strict procedures to maintain data and plan participant confidentiality
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Added morale to team by implementing employee incentive program to increase positive metrics
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Educated employees on available benefits options, leading to informed decisions and higher satisfaction levels
- Provided support during mergers and acquisitions, ensuring continuity of benefits coverage for all employees involved
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Appointment Coordinator
Duke Medicine, Speech Pathology - Call Center
09.2016 - 01.2017
- Served as first point of contact for patients and referring providers by delivering excellent customer service using the RELATE model – Reassure, Explain, Listen, Answer, Take action and Express appreciation
- Operated multi-line telephone system to independently handle over50 calls per shift
- Accurately identified the patient in Maestro Care/Epic and verified patients demographics
- Verified and updated billing system to reflect the insurance status of patient
- Determined most appropriate provider, services and location for appointment based on patient needs scheduling guidelines and provider preferences through the use of scheduling questionnaires
SR. Customer Service Representative
Regus Business Center - Call Center
03.2014 - 02.2015
- Overseer of daily operations for50+ person business center
- Partnered in negotiations of rentals and leases for our business center offices for small and large corporations
- Using Oracle PS Finance system, prepare monthly audits, review vendor/client invoices for correct charges & pay vendor invoices, maintain inventory of supplies, and reconciled expenses
- Handled configuration details of the on boarding process for all new tenant leases(Phone system, Broadband)
- Created PowerPoint presentations for marketing campaigns
- Advertised company specials and promotions on social networks i.e
- Addressed and resolved workflow challenges creating more streamlined and efficient work processes
- Trained and directed new employees in call script use, conflict resolution and data entry practices, boosting customer satisfaction ratings10%
Education
Business Administration And Management
Norwalk Community College
Norwalk, CTSkills
- Data management
- Regulatory monitoring
- Relationship building
- Benefits explanation
- New employee enrollment
- Employee benefits laws
- Meeting deadlines
- Critical thinking
- Conflict resolution
- Flexible & Adaptable
- Customer relationship management (CRM)
- De-escalation techniques
Timeline
Virtual Administrative Assistant
Breakfast Belle LLC
04.2023 - 12.2024
Customer Service Representative
First Citizens Bank
10.2021 - 05.2022
Health Benefits Coordinator
Fidelity Investments - Call Center
08.2018 - 01.2020
Appointment Coordinator
Duke Medicine, Speech Pathology - Call Center
09.2016 - 01.2017
SR. Customer Service Representative
Regus Business Center - Call Center
03.2014 - 02.2015
Business Administration And Management
Norwalk Community College
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