Open to opportunities

Jennifer Franks

@jfranks

Message

I resolve complex customer escalations and build clear support workflows for healthcare and health-tech teams.

United States

Message

What I'm looking for

I'm seeking healthcare or health-tech support work where I can handle escalations, improve support documentation and workflows, communicate empathetically, and apply my HIPAA training and growing medical terminology knowledge.

At Zynga, I served as the highest-tier escalation point for a 300+ agent support organization, leading training, response-quality, and CRM/ticketing standards across phone, chat, and ticketing channels. I also analyzed high-volume feedback in Tableau and Splunk to improve troubleshooting workflows.

I've written knowledge-base articles and technical troubleshooting guides, coached 70 moderators, and maintained ownership of client needs through resolution as an independent pet care professional. With completed HIPAA training, medical terminology coursework in progress, and hands-on veterinary surgical support experience, I'm building toward healthcare and health-tech support roles.

Experience

Work history, roles, and key accomplishments

Current

Pet Care Professional

Current

Rover.com

Nov 2015 - Present (10 years 11 months)

Provide independent pet-care services through Rover, managing client communication, scheduling, detailed care instructions, medication and safety tracking, and real-time updates. Handle multiple concurrent clients, respond to time-sensitive concerns, and maintain reliable follow-through across evenings, weekends, and holidays.

Community Manager & Analyst / Customer Service Lead

Zynga, Inc.

Jan 2009 - Dec 2014 (5 years 11 months)

Served as the highest-tier escalation point for a 300+ agent support organization, directing training, response quality, and CRM/ticketing-system standards across phone, chat, and ticketing channels. Authored knowledge-base articles and process documentation, coached 70 moderators, and analyzed high-volume customer feedback using data tools.

Customer Support Escalation Management Salesforce Jira Knowledge Base Management Training Coaching Tableau Splunk Data Analysis

Education

Degrees, certifications, and relevant coursework

Academy of Art University

Bachelor of Arts, Producing for Motion Pictures and Television

2005 - 2011

Grade: 3

Studied film and video production with hands-on coursework in editing, audio, visual storytelling, and production workflows. Developed experience with tools including Final Cut Pro, Pro Tools, Photoshop, and Illustrator.”