Michelle Franks
@michellefranks
Detail-oriented professional with extensive customer service and management experience.
United StatesWhat I'm looking for
I am a dedicated professional with over 25 years of customer service experience and more than 15 years in management roles. My career has been built on a foundation of problem-solving and strategic planning, allowing me to effectively meet organizational goals. I pride myself on my ability to troubleshoot issues and develop successful solutions that enhance customer satisfaction and loyalty.
Throughout my career, I have held various positions that have honed my skills in communication and leadership. As the Director of Customer Relations at Solidarity Health Network, I managed a call center team, ensuring compliance and resolving customer complaints efficiently. My experience as a Business Owner has equipped me with a comprehensive understanding of office operations, customer service, and team management, which I have successfully applied in various roles, including my time at Disney and Foster Chevrolet.
Experience
Work history, roles, and key accomplishments
Executive Chair
The Billy Franks Foundation
Sep 2016 - Jun 2024 (7 years 9 months)
Worked with children who have educational disabilities. Handled all fundraising efforts, providing scholarships and other aid to children with disabilities as they graduate.
Chauffeur
Southern Elegance Limousines
Apr 2022 - Jan 2024 (1 year 9 months)
Engaged with customers to provide a positive experience, becoming the most requested driver. Enhanced customer satisfaction by tailoring each ride to the customers desires.
Call Center Customer Service
Disney
Oct 2021 - Apr 2022 (6 months)
Maintained a professional and friendly demeanor with travel agents and customers to customize individual packages for their specific needs. Continued answering calls until nightly queues were empty, ensuring everyone needing service was helped.
Director of Customer Relations
Solidarity Health Network
Sep 2016 - May 2021 (4 years 8 months)
Managed an 8+ person call center that handled retiree healthcare through the VEBA, including hiring, retention, and compliance. Resolved customer call complaints within 24 hours, working with insurance companies and Medicare.
Client Relationship Manager of Quick Lane & Service Writer
Foster Chevrolet
Jun 2013 - Sep 2016 (3 years 3 months)
Adapted service department with customer service and exceeding expectations in sales by 15%. Maintained customer relationships to ensure customers continually returned for further service.
Business Owner
Perfect Window Installation
Jan 2006 - Jan 2013 (7 years)
Managed office operations, work crews, customer service, and sales. Oversaw crew management including rip out, installation, and clean-up at jobs.
HCAP Eligibility Determination Representative
Human Arc
Jan 1996 - Jan 2006 (10 years)
Reviewed, approved, and entered applications for HCAP from an at-home position. Placed calls to assist in the completion of applications with patients.
120 Day Charge Officer
Key Bank
Jan 1988 - Jan 1994 (6 years)
Managed charge-off accounts and related processes. Handled financial reconciliation and customer communication regarding outstanding debts.
Education
Degrees, certifications, and relevant coursework
Hudson High
High School Diploma, General Studies
1983 - 1987
Completed high school education at Hudson High, earning a High School Diploma. Focused on foundational subjects to prepare for future endeavors.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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