Christelle Francis

Customer Service Representative

Walmart

Handled 70-80 customer calls per day, addressing account and service inquiries, order status, delivery, returns, and refunds. Documented call notes and escalated issues as needed while following verification and quality procedures.

SalesforceNICE CXOneCRMCase ManagementData EntryCustomer SupportIssue TriageEscalation ManagementIdentity VerificationDocumentation

Customer Support Associate

Handled 40-65 customer calls per day regarding billing, payments, account updates, and service issues. Completed identity verification and documented case records while following privacy and compliance procedures.

ZendeskFive9CRMCase ManagementBilling SupportPayment ProcessingIdentity VerificationDocumentationCustomer Support

Customer Service Representative – Healthcare Support

HCA Healthcare

Handled 40-70 member calls per day about benefits, eligibility, claims, co-pays, and coverage. Explained benefit information in plain language and documented inquiries while following HIPAA privacy requirements.

FreshdeskGenesys CloudCRMCase ManagementHealthcare SupportBenefitsEligibilityClaimsHIPAAIdentity VerificationDocumentation