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Felicia Franks

@feliciafranks

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Customer Support Intake Specialist at Adare Pharma Solutions, routing and tracking service tickets in Zendesk.

United States

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What I'm looking for

I’m seeking a Customer Support Intake Specialist role where I can use my background in ticket intake, triage, routing, issue documentation, and escalation.

At Adare Pharma Solutions, I manage and route internal service requests to the appropriate departments, including Maintenance and IT. I use Zendesk to document, triage, assign, and track tickets so requests include the information needed for follow-up.

With Arise / Carnival Cruise Line, I delivered remote customer service and chat support, helping customers with bookings, pricing, payments, and reservation questions. I also routed technical issues through a ticketing system and documented cases.

At Jefferson Einstein Healthcare Network, I submitted and routed repair and maintenance requests through Zendesk while supporting administrative workflows with Epic and AECIS. I communicated with patients, staff, and insurance representatives and handled confidential healthcare information.

Across my customer service and administrative work, I’ve gathered and documented information, addressed service issues, and escalated complex matters when appropriate. I’m seeking a Customer Support Intake Specialist role.

Experience

Work history, roles, and key accomplishments

Current

Office Coordinator

Current

Adare Pharma Solutions

Nov 2024 - Present (1 year 11 months)

Manage and route internal service requests and work tickets to appropriate departments, using Zendesk to document, triage, and track tickets. Respond to employee, vendor, and visitor inquiries and coordinate with internal teams to maintain service continuity.

Zendesk Ticket Management Triage Routing Documentation Escalation Management Communication Skills Multitasking

Seasonal Remote Customer Service & Chat Support

Arise / Carnival Cruise Line

Oct 2021 - Feb 2025 (3 years 4 months)

Delivered remote customer service and chat support during high-volume travel periods, handling reservations, payments, and account issues. Routed technical issues through a ticketing system and documented cases for timely resolution.

Customer Service Live Chat Ticketing Systems Reservations Payments Remote Work Documentation

Office Manager

Hampton Inn by Hilton

Feb 2024 - Jul 2024 (5 months)

Managed shifts across front desk, security, and valet teams while supporting daily operations. Addressed guest issues, submitted maintenance requests through Zendesk, and escalated recurring concerns.

Zendesk Ticketing Systems Guest Service Team Management Escalation Management Communication Skills

Administrative Assistant / Appeal Coordinator

Jefferson Einstein Healthcare Network

Oct 2008 - Feb 2024 (15 years 4 months)

Submitted and routed maintenance requests through Zendesk, maintained records, and coordinated administrative workflows using Epic and AECIS. Communicated with patients and staff while handling confidential healthcare information.

Zendesk Epic AECIS Record keeping Scheduling Confidentiality Communication Skills Escalation Management

Administrative Assistant

Omnicare Clinical Research

Apr 2007 - Oct 2008 (1 year 6 months)

Managed data entry, maintained records, and coordinated scheduling to support daily administrative operations. Handled written and telephone communications and provided administrative support.

Data Entry Record keeping Scheduling Communication Skills Administrative Support

Customer Service / Call Center Representative

Advanta Bank Corp.

Nov 2003 - Apr 2007 (3 years 5 months)

Managed high-volume customer inquiries and service issues, investigated concerns, and provided effective resolutions. Documented interactions accurately and escalated complex matters as needed.

Customer Service Call Center Issue Resolution Documentation Escalation Management Multitasking