Velisha Frank
Pontiac
Summary
Customer-focused operations leader with 13+ years of policy administration, documentation control, and compliance support in financial services and healthcare environments. Proven track record managing inquiries, processing enrollments/terminations, and collaborating with third-party administrators to ensure accurate policy handling. Skilled at streamlining processes, training teams, and maintaining audit-ready records—ready to excel as a Workers' Comp Policy Management Specialist.
Overview
21
21
years of professional experience
Work History
Sr. Email & Chat Contact Representative, Servicing Support
FlagStar Bank, FSB
08.2020 - 04.2025
- Managed high-volume inbound email, chat, and social media inquiries on loan servicing, payment options, and documentation—achieving a 98% first-contact resolution rate.
- Maintained and updated customer case files in compliance with internal guidelines, reducing error rates by 25%.
- Coordinated with underwriting and cash operations to process payment refunds and policy adjustments, ensuring timely cancellations or reinstatements.
- Trained and mentored 10+ new hires on system navigation, documentation standards, and escalation procedures.
Contact Center Representative
FlagStar Bank, FSB
08.2017 - 07.2020
- Handled complex escalations through the Supervisor Hotline, translating into a 15% drop in repeat escalations.
- Collaborated with servicing management and legal teams to attach required documents to pending cases, accelerating resolution timelines by 20%.
- Cross-sold loan protection and ancillary services by matching customer needs to product eligibility.
Senior Billing & Enrollment Specialist
Allegra Direct Communications / Dialog Direct Communications
01.2012 - 12.2017
- Processed Medicare Supplement and MedAdvantage enrollments, disenrollments, and premium payments for 500+ members—ensuring carrier compliance and accurate policy records.
- Audited claims and member eligibility in CMS, CPL, and Nasco platforms; flagged and corrected billing discrepancies to recover over $50K in annual revenue.
- Served as liaison between call center, Workforce Management, and outside auditors to balance staffing levels and maintain service level agreements.
- Promoted to Team Leader: coached a team of 8 representatives, monitored performance metrics (AHT, after-call work), and led process-improvement initiatives that improved team productivity by 30%.
Care Specialist & Personal Client Caregiver
Havenwyck Hospital & Helping Hands
01.2004 - 12.2011
- Delivered administrative and compassionate support for patient care plans, including medical record updates and appointment coordination.
- Maintained meticulous documentation for medication administration, transportation logs, and daily living assistance, supporting compliance with healthcare regulations.
Education
High School Diploma -
Troy High School
Troy, MIBusiness Administration
Ferris State University
Skills
- Compensation Policy Administration
- Policy Administration Cancellation & Endorsements
- Third-Party Administrator (TPA) Coordination
- Claims Documentation & Compliance
- Process Improvement & Workflow Design
- Data Analysis & Reporting
- Customer Inquiries & Escalation Management
- Cross-Functional Collaboration
- Training & Team Leadership
- MS Office Suite
- EMR Systems
- CRM Platforms
- Microsoft Power BI & Power Automate (reporting and process automation)
Professional Attributes
- Effective Communication
- Active Listening
- Empathy & Customer Advocacy
- Conflict Resolution
- Adaptability & Flexibility
- Time Management
- Critical Thinking
- Attention to Detail
- Collaboration & Teamwork
- Leadership & Mentoring
- Emotional Intelligence
Certifications And Tools
- Certified Customer Service Professional (CCSP) – In Progress
- Excel Advanced Reporting & PivotTables
- SharePoint & Document Management Systems
- CRM Platforms: Avaya, IKA, SQM
- EMR & Telehealth Software
Timeline
Sr. Email & Chat Contact Representative, Servicing Support
FlagStar Bank, FSB
08.2020 - 04.2025
Contact Center Representative
FlagStar Bank, FSB
08.2017 - 07.2020
Senior Billing & Enrollment Specialist
Allegra Direct Communications / Dialog Direct Communications
01.2012 - 12.2017
Care Specialist & Personal Client Caregiver
Havenwyck Hospital & Helping Hands
01.2004 - 12.2011
Business Administration
Ferris State University
High School Diploma -
Troy High School
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