Julie Franklin

I've supported customers at Home Chef, resolving subscription, order, shipping, delivery, billing, cancellation, and account questions through live chat, email, and phone.

I manage high-volume email cases while handling up to three chats at once, researching tracking and fulfillment details for delayed or missing food boxes. I document contacts and resolutions in Zendesk and use Salesforce to review account information.

My written support combines standardized responses with communication tailored to each customer's needs. I've earned QA scores as high as 98% while maintaining 97–100% compliance and escalating complex issues appropriately.

Previously, I investigated fraud claims and billing disputes at Bank of America and supported healthcare scheduling and insurance verification at Everise. I bring experience working independently in fast-paced remote environments while protecting sensitive information and following established processes.