Customer Service Representative
Resume:
Denise M. Franks
South Grafton, MA
************@*****.*** 508-***-****
Related Experience Health Advocate
Aetna, a CVS Health Company – Remote October 2021 to May 2023
• Contacted Aetna Medicare Insurance members to provide essential reminders of their covered cancer screenings.
• Assisted members to locate needed providers and schedule appointments for various screenings such as colonoscopies, mammograms, kidney function and dilated retinal exams.
• Counseled members on their covered insurance benefits and any pertaining questions
• Administer mail and email communication of legal and medical forms regarding member care.
• Processed a call volume of approximately 70 to 90 per calls per day.
• Coordinated 2 to 4 appointments per week for members. Customer Service Representative
Complete Staffing Solutions -Worcester, MA June 2019 to December 2019
• Employed as a temporary administrative assistant and/or a contracted customer service representative for several companies.
• Duties included:
o Answered incoming calls.
o Assisted customers with paperwork.
o Accepted payments.
o Booked appointments for customers.
Cashier/Sales Associate
The Paper Store - Millbury, MA June 2018 to January 2019
• Handled money transactions.
• Assisted customers with questions regarding products.
• Assisted with arrangement of product displays.
HR Assistant
SNI Companies - Westborough, MA September 2017 to December 2017
• Assisted Human Resources Generalist with company recruitment.
• Prepared all onboarding documents for new employees.
• Performed administrative duties such as filing, printing, scanning, and call screenings. Customer Service Representative
E-Z Pass MA Customer Service Center - Worcester, MA January 2017 to June 2017
• Provided phone support for customers.
• Troubleshooted issues with EZPass payments
• Researched internal records for payment discrepancies and violations upon customer request. Customer Service Representative
Serv Pro – Worcester, MA September 2016-January 2017
• Scheduled appointments for customers
• Maintained active service schedule for employees.
• Assisted customers with insurance claims and payments. Administrative Assistant
Seabury Heights- Worcester, MA December 2016 - September 2017
• Managed incoming reception calls.
• Received and input maintenance requests for residents.
• Processed applications and recertifications for HUD residents.
• Accepted rental payments from residents.
• Provided support for the Property Managers and Resident Service Coordinator. Customer Service Representative
CLEAResult- Westborough, MA __ January 2016 to October 2016
• Provided support services for Pennsylvania Electric Co, Pennsylvania Power and Light, National Grid and Mass Save rebate programs for residential and business customers.
• Maintained and recorded documentation regarding quality upgrades and statistics for field technicians. Shareholder Services Specialist
BNY Mellon- Westborough, MA June 2014 to March 2015
• Process trades including buying, selling and exchanging shares for multiple 529 Plans; Mutual Funds; IRA's
• Specialized in 529 Plans including Blackrock, Tomorrow's Scholar, Scholars Choice and Iowa Advisor.
• Answered questions regarding plan descriptions and IRA guidelines
• Maintained a high call score according to Dalbar ratings. Loan Servicing Specialist
Peoples United Bank - Marlboro, MA August 2007 to June 2010
• Opened, closed, and serviced all residential, consumer and commercial loans.
• Analyzed applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
• Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information.
• Met with applicants to obtain information for loan applications and to answer questions about the process.
• Explained to customers the different types of loans and credit options that are available, as well as the terms of those services.
• Reviewed loan agreements to ensure that they are complete and accurate according to policy.
• Handled customer complaints and take appropriate action to resolve them.
• Participated in continuing education of new types of loans and other financial services and products to better meet customers' needs.
Office Manager
GMarc Telecomm - Upton, MA February 2006 to July 2007
• Maintained all operations of accounts payable and receivable, including payroll, taxes, and accounting via QuickBooks
• Maintained all office records including any/all administrative duties
• Scheduled installations and training sessions for technicians. Loan Servicing Specialist
Grafton Suburban Credit Union - Grafton, MA February 2004 to February 2006
• Opened, closed, and serviced all residential loans.
• Analyzed applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
• Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information.
• Met with applicants to obtain information for loan applications and to answer questions about the process.
• Explained to customers the different types of loans and credit options that are available, as well as the terms of those services.
• Reviewed loan agreements to ensure that they are complete and accurate according to policy.
• Handled customer complaints and take appropriate action to resolve them.
• Participated in continuing education of new types of loans and other financial services and products to better meet customers' needs.
• Submitted applications to credit analysts for verification and recommendation. Education Associate Degree - English Literature
Northeastern University - Framingham, MA
University of Lowell - Lowell, MA
Related Skills
• Real Estate (10+ years)
• Customer Care (10+ years)
• Microsoft Office, Word, Outlook
• Cash Handling
• Credit Analysis & Financial Services
• Underwriting & Research
• Human Resources & Office
Management
• Banking
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