Denise M. Franks

South Grafton, MA

adzgnm@r.postjobfree.com 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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