Customer Service Operations

Dorothy R Franklin

*****-*********@******.***

Phone: 713-***-****

Experience:

Orthosouth

Customer Service Rep

Memphis, Tennessee 38119

March 2022-Ocober 2024

Receive incoming and make outbound calls for patient scheduling. Referrals and cancellations

Update, add, and verify insurance plans to patient records

Note patient accounts for billing review and follow-up

Create patient charts, merge duplicates

Create internal correspondence to various medical divisions as needed

Other duties as assigned

Cap Gemini Corp

Benefits Verification Rep/Contract CVS

Remote (Memphis, TN 38016)

June-November 2021

Process Insurance Claims for CVS Pharmacy

Verified and updated insurance

Accurately document files

Verbal and written contact with Pharmaceuticals, Physicians, Pharmacists, and Patients to resolve claim issues

Resolved unprocessed claims for payment

FedEx Corporation

Customer Service Operations Manager

Houston, Texas 77075

March 2005-November 2010

Recruited, trained, and developed employees on application of assignment

Managed annual operating budgets for three (3) area facilities

Established priorities to meet daily operational goals

Streamlined procedures to increase profits and maximize customer satisfaction

Conducted performance reviews for coaching and feedback

Communicated organizational vision, developed strategies for obtainable goals

Instituted programs for employee recognition

Created employee schedules for maximum coverage

Other operational duties as required

FedEx Corp

Customer Service Trace Agent/Domestic

March 2003-March 2005

Researched assigned customer inquiries on lost or delayed package status

Resolved issues in a timely manner by engaging other departments for resolution

FedEx Corp

Customer Service Agent /Dual Agent (Express, Ground)

August 1998-March 2003

Received inbound calls to schedule and cancel package pickups

Created trace inquiries for package status

Processed/forwarded complaints to appropriate department

Education:

University of Memphis/Senior

Military:

U S Army/USAR

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