Shandricka Franklin
Gulfport
Summary
Detail-oriented professional with extensive experience in healthcare customer service and data management. Demonstrated ability to resolve complex patient inquiries while ensuring compliance with HIPAA regulations, ultimately driving improved customer satisfaction and operational efficiency. Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
13
13
years of professional experience
Work History
Stocking Team Associate
Albertsons Grocery
Remote
02.2013 - 09.2017
- Managed inventory levels to ensure product availability and minimize stockouts.
- Trained new team members on operational procedures and customer service best practices.
- Assisted in implementing efficient stocking processes to enhance store organization and accessibility.
- Streamlined checkout processes, improving transaction speed and customer satisfaction.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
Apple Technical Support Representative
Teleperformance
Remote
01.2018 - 04.2022
- Resolved technical issues for Apple products, ensuring customer satisfaction and loyalty.
- Provided exceptional support via phone, chat, and email channels to troubleshoot customer inquiries.
- Educated customers on product features, enhancing user experience and engagement with Apple technologies.
- Collaborated with cross-functional teams to escalate complex issues and streamline resolution processes.
- Analyzed recurring technical problems to identify opportunities for product improvement and process enhancements.
- Streamlined the support process by creating clear documentation of common issues and resolutions.
- Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
Data Entry Processor
Conduent
Remote
10.2022 - 04.2024
- Processed high volumes of data with accuracy and attention to detail.
- Utilized advanced data entry software to streamline information capture.
- Maintained database integrity through regular audits and updates.
- Collaborated with team members to enhance workflow efficiency.
- Keying and docu-typing medical claims
- Sorting, scanning, perform quality and check process
- Receives data and ensures document classification are completed and transmitted to clients
- Receives documents from both electric and hard copy forms for processing
- Capture information based on client requirements
Healthcare Customer Service Representative
Qualfon
Remote
11.2024 - Current
- Facilitated resolution of patient inquiries, ensuring prompt and accurate information delivery.
- Managed complex healthcare issues, consistently improving customer satisfaction ratings.
- Developed training materials for new hires, enhancing onboarding processes and efficiency.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
GED -
Central Louisiana Technical College
Cottonport, LA09-2013
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Claims processing
- Data entry proficiency
- Empathy and patience
- Healthcare industry
- Multitasking and organization
- Problem-solving
Timeline
Healthcare Customer Service Representative
Qualfon
11.2024 - Current
Data Entry Processor
Conduent
10.2022 - 04.2024
Apple Technical Support Representative
Teleperformance
01.2018 - 04.2022
Stocking Team Associate
Albertsons Grocery
02.2013 - 09.2017
GED -
Central Louisiana Technical College