Shandra Franklin-| - | Lebanon, MO | LinkedIn @SFranklin91
SUMMARY
Seasoned professional with 10 years of experience, seeking a Customer Engagement Representative role. Excelled as an Engagement Specialist, adept in CRM software, KPI monitoring, and fostering collaboration for comprehensive customer care. Proven success in enhancing operational efficiency and customer satisfaction in hospitality, complemented by a strong background in healthcare support.
WORK EXPERIENCE
Carenet Healthcare- Remote
Engagement Specialist Dec 2023 - Aug 2024
Managed customer relationships using Salesforce, ensuring accurate tracking of interactions and adherence to follow-up schedules.
Collaborated interdepartmentally to facilitate comprehensive support for client care requirements.
Conducted health risk assessments to inform engagement strategies and coordinated member care based on personalized health insights.
Cedarhurst Senior Living- Lebanon, MO
HousekeepingSep 2022 - Jul 2023
Developed and executed a dynamic scheduling system, decreasing room turnaround time by 25% while maintaining a 99% customer satisfaction rate.
Managed daily cleaning and maintenance routines for 150+ rooms, adhering to a strict 30-minute completion target per room.
Maintained rigorous cleanliness standards, ensuring consistent alignment with hospitality benchmarks and resident satisfaction.
King Maintenance Management- Lebanon, MO
Cleaning SpecialistJun 2022 - Sep 2022
Ensured thorough cleaning and disinfection of exam rooms, waiting areas, offices, laboratories, restrooms, and nurses' stations, maintaining adherence to strict hygiene protocols.
Operated independently to manage cleaning tasks efficiently, demonstrating autonomy in daily operations without the need for supervision.
Handled waste collection and disposal by efficiently emptying bins and consolidating refuse, supporting the facility's waste management procedures.
Bennett Springs Missouri State Park- Lebanon, MO
HousekeepingMar 2019 - Nov 2021
Upheld stringent hygiene and cleanliness protocols for guest accommodations, contributing to a hospitable and pleasant environment.
Replenished room amenities and executed in-depth cleaning procedures in adherence to hospitality standards.
Performed detailed room inspections to identify and report maintenance requirements, facilitating timely remediation by management.
Lebanon North Nursing and Rehab- Lebanon, MO
Nursing AssistantFeb 2016 - Jan 2018
Provided empathetic patient care, following tailored care protocols in partnership with medical staff.
Assisted patients with essential daily activities, including feeding, personal hygiene, and movement, while upholding their comfort and respect.
Facilitated clear communication among healthcare team members to enhance patient care quality and safety.
Ha Ha Tonka Missouri State Park- Camdenton, MO
Office Assistant Apr 2009 - Jul 2012
Managed visitor reception and communication, adeptly fielding incoming calls and relaying messages to maintain operational flow.
Administered pavilion reservations and retail sales, effectively managing inventory and distributing informational materials to guests.
EDUCATION
Stevens-Henager College
Bachelor's (2 of 4 years), Business Administration
and Management
Remote
2017
Everest University
Remote
Associate's (1 of 2 years complete), Business 2015 Management
SKILLSCashiering • Nursing • Janitorial Experience • Commercial Cleaning
Custodial Experience • Easily Adaptable • Patience • Retail Sales
Flexibility • Sanitation • Customer Service • Typing - 45 WPM •
Caregiving • Active Listening • Team Player • Cleaning Experience
Attentive/Empathetic Listener • Independent Work • Multi-Tasker •
Residential Cleaning • Laundry • Attention to Detail • Environmental
Services • Customer Support • Phone Communication • Self Motivation
Industrial Cleaning • Communication • Serving Experience • Patient
Care • Typing • CRM Software • Salesforce • Medical Records
