Customer service/ collection

Trisha Franklin

Davenport, IA *****

+1-563-***-**** **********@*****.***

Professional Summary

Compassionate and adaptable professional with over 20 years of experience in customer service, collections, and home healthcare. Proven ability to build strong client relationships, resolve concerns efficiently, and consistently exceed performance goals. Recognized for strong organizational skills and a dedication to patient and client well-being.

Skills

Time Management

Phone Etiquette

Microsoft Office

Customer Service

Microsoft Word

Sales

Organizational Skills

Collections

Microsoft Excel

Typing

Negotiation

Call Center

Work History

Private Caregiver Rock Island, IL October 2023 - January 2025

Assisted patient with daily activities including grooming and feeding

Transported patient and accompanied them to appointments

Relayed progress and concerns to family members

Provided companionship during final stages of life

Customer Retention Specialist TruGreen, Davenport, IA August 2022 - October 2023

Communicated with customers and sales representatives

Analyzed customer behavior and complaints

Developed retention strategies and negotiated renewals

Presented customer behavior reports and built positive relationships

Home Health Aide Golden Home Services, Kansas City, MO June 2020 - August 2022

Provided healthcare services in patient residences

Performed domestic and household tasks

Transported and accompanied patients to appointments

Monitored vital signs and documented care provided

Assisted with mobility exercises and personal care

Provided companionship and emotional support

Order Management Specialist John Deere, Milan, IL May 2018 - May 2020

Provided inbound call support to John Deere dealers

Handled pricing, shipping, and service inquiries

Billing Specialist divvyDOSE, Moline, IL November 2017 - May 2018

Processed patient billing and payments

Updated financial spreadsheets and contacted patients for collections

Set up payment arrangements and handled inbound/outbound calls

Customer Service Representative EGS Inc., Davenport, IA August 2015 - September 2016

Handled 40-50 inbound retention calls daily

Processed payments and refunds; documented account information

Customer Service Optum RX, Overland Park, KS August 2014 - May 2015

Managed up to 150 calls daily for mail-order pharmacy

Processed payments, billing inquiries, and disputes

Collector Alliance Data, Lenexa, KS November 2012 - July 2014

Performed first-party collections for Comenity Bank

Negotiated arrangements and exceeded monthly goals

Collector The CBE Group, Overland Park, KS January 2011 - November 2012

Handled third-party collections for multiple clients

Negotiated payments and achieved monthly collection targets

Collector Convergys, Olathe, KS July 2007 - December 2010

Worked collections for various bank clients

Secured payments and set up promise-to-pay arrangements

Customer Service Citigroup, Kansas City, MO July 2006 - July 2007

Handled inquiries regarding statements, products, and services

Processed disputes and credit line increases

Customer Service Teletech, Kansas City, KS October 2001 - July 2004

Provided customer service for USPS in inbound call center

Explained products, services, and documented feedback

Education

GED

Certifications

CPR Certification (Valid: 02/01/2024 - 02/01/2026)

Food Handler Certification (ServSafe)

Awards

Best Collector and Most Improved

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