TYRONESHA FRANSAW
Houston,TX
Summary
Seasoned Manager with a robust background in customer relations and order management, notably at CVS Pharmacy. Excelled in resolving escalated issues, enhancing carrier relations, and fostering effective written and verbal communication. Demonstrated leadership by significantly improving team efficiency and customer satisfaction, leveraging both hard and soft skills to exceed company standards.
Overview
8
8
years of professional experience
Work History
Manager
CVS Pharmacy
Houston, TX
10.2023 - 11.2024
- Ensured compliance with regulatory requirements and industry standards.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Reviewed completed work to verify consistency, quality, and conformance.
- Trained employees on additional job positions to maintain coverage of roles.
Patient Service Representative
Anthem, Blue Cross Blue Shield
Houston, Texas
08.2021 - 09.2023
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance
- Resolved escalated customer issues quickly and efficiently while adhering to company policy
- Developed effective relationships with customers through active listening, problem-solving, and follow up communication
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Analyzed call center metrics such as average handle time and first contact resolution rate
- Responded to telephone inquiries and complaints following standard operating procedures
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner
Patient Service Representative
Village Medical
Remote, Texas
02.2017 - 03.2020
- Company Overview: Remote
- Answered incoming calls promptly while demonstrating excellent phone etiquette and professionalism
- Performed patient registration and scheduling in a fast-paced environment with accuracy and efficiency
- Scheduled appointments and assisted with referrals
- Verified patient information to ensure accuracy prior to appointment check-in
- Ensured compliance with HIPAA regulations through proper handling of confidential patient information
- Coordinated with back office staff for timely and effective care of patients
- Entered data into practice management software accurately including demographics, insurance information
- Remote
Customer Service Specialist
AT&T
Houston, Texas
01.2017 - 10.2017
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance
- Resolved escalated customer issues quickly and efficiently while adhering to company policy
- Developed effective relationships with customers through active listening, problem-solving, and follow up communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Utilized strong organizational skills to manage multiple tasks while maintaining accuracy and attention to detail
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Addressed customers courteously using suitable methods and problem-solving skills
Education
High School Diploma -
Houston Community College
HoustonSkills
- Carrier Relations
- Special Requests
- Customer Relations
- Customer Order Management
- Inputting Claims
- Effective Written and Verbal Communication
Timeline
Manager
CVS Pharmacy
10.2023 - 11.2024
Patient Service Representative
Anthem, Blue Cross Blue Shield
08.2021 - 09.2023
Patient Service Representative
Village Medical
02.2017 - 03.2020
Customer Service Specialist
AT&T
01.2017 - 10.2017
High School Diploma -
Houston Community College
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