Franchesca Soto

Experience

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  Early Childhood Academy

  Sept 2004 - Jul 2007

  Administrative Assistant

  Coordinate with staff and internal events team for coordination and support of events.Schedule internal/external meetings, appointments and coordinate conference calls.Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.Organize travel arrangements (air, hotel accommodations, and ground transportation) for employees. Show less

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  Melissa Moore Stockham PA

  Mar 2009 - Jul 2009

  Legal Assistant

  Strong organization and time management skills, i.e. to manage schedules and workloadAbility to work in a fast-paced, ever changing environment and to effectively handle multiple priorities with a calm, professional and willing attitude.Prepare and revise presentations and correspondence.Hear and resolve complaints from customers and public.Experience in Microsoft Office, Lotus Notes, Lexis, & Westlaw.

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  Applied Concepts Incorporated

  Mar 2010 - Jun 2010

  Trainer

  Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.Explain products or services and prices, and answer questions from customers.Obtain customer information such as name, address, and payment method, and enter orders into computers.Record names, addresses, purchases, and reactions of prospects contacted.Adjust sales scripts to better target the needs and interests of specific individuals. Show less

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  Chase

  Feb 2011 - Mar 2013

  Supervised, coached and counseled staff of 50+ employees. Conducted training on Internet, partner credit card products, and assisted in coordinated events for staff.Met all customer call guidelines including service levels, handle time and productivity.Supported management by investigating and resolving customer inquiries and complaints in an empathetic manner.Facilitated inter-departmental communication to effectively provide customer support. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Managed high call volume with tact and professionalism.Defused volatile customer situations calmly and courteously.Initiated operations improvements to improve overall call center productivity.

  • Managers' Assistant

    Sept 2012 - Mar 2013

  • Specialist II

    Feb 2011 - Sept 2012
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  Chase

  Jul 2013 - Nov 2015

  Conducts general research including, but not limited to, verifying account data such as payments posted, adjustments, disbursements, and analysis and balance information. Interprets payment histories and credit reporting; determines if a credit bureau correction is justified or if late changes or fees should be waived due to payment posting errors. Identifies and tracks customer written inquiries, faxes and emails. Works closely with internal and external customers to resolve inquiry, dispute or complaint.Communicates with exceptional verbal and written skills. Show less Effectively communicated expectations clearly and regularly to a team 20+ employees.Delivered information and training of updates to procedures and services, administered monthly coaching session to assess the specialist knowledge of the call or identify any gaps in their overall knowledge of recent or current policy.Acknowledged specialists on their ideas, questions and thoughts are all important contributions that may potentially generate new and more productive ways of doing things.Held recognitions during team meeting. Publicly praised individuals for their excellence in certain metric achievements and improvements to increase motivation Show less

  • Payment Research Specialist II

    Jan 2015 - Nov 2015

  • Team Lead

    Jul 2013 - Jan 2015
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  Orlando Health

  Jan 2016 - Jun 2016

  Financial Counselor I

  Applies a high level of knowledge of respective insurance billing and financial regulations and guidelines.Researches these guidelines when required on the payor websites where available.Prioritizes, coordinates, and completes patient accounts from patient scheduling through patient discharge to ensure that patient financial obligations are met.Completes patient accounts based on departmental protocols, policies and procedures, and compliance with regulatory agencies, including pre-admission, admission, pre-registration and registration functions.Calculates and estimates patient charges, as needed, and informs patients and/or guarantor of their financial liability (insurance limits and co-payment responsibilities).Records the appropriate information in the information systems and completes daily weekly and monthly reports as required.Facilitates communication between Patient Access Services, physicians and other departments regarding insurance and payment issues, as well as other issues that impact patient services and schedulesMaintains and applies an understanding of governmental, private, facility payment plans and financial assistance programs when initiating and/or processing referrals to these plans or programs.Assists patients in the completion of financial assistance applications. Show less

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  Pershing, a BNY Mellon company

  Jul 2016 - Dec 2016

  International Settlements Team Lead

  Perform and oversee all processes related to daily trade break resolution for equity products, fixed income, FX, listed options, and futures with a focus on fixed incomeOversee and validate as necessary all corporate action activityOrganizes the work of the team, assigns tasks, sets short-term priorities, ensures timely and accurate completion of the workBuild and maintain internal and external relationshipsOrganizes the work of the team, assigns tasks, sets short-term priorities, ensures timely and accurate completion of the workManage various reporting requirements directed by the client Show less

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  JPMorgan Chase & Co.

  Feb 2017 - Jan 2018

  Customer Service Team Lead

  Reports on test results, progress, incidents, quality, and other quality metricsAbility to effectively engage customers while navigating multiple systemsEffective verbal and written communication with both external and internal customersWorking knowledge of and proven to the experience of employee relations and/or performance management concepts and practicesResponsible for the continuing education, training, and certification of new and experienced employees. Manage a team of up to 10 employees, while maintaining production quantity and quality standards. Training new employees Show less

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  CardWorks

  May 2018 - Aug 2018

  Loss Mitigation Specialist

  Reduced the delinquency level of the portfolio and prevented loans from becoming delinquent by utilizing the most appropriate alternative to foreclosurePerformed outbound calls to clients to make payment arrangements on past due accounts. Identify potential problems and communicate to management promptlyCompleted training as required to keep skills current and comply with policies/procedures. Provided clients with appropriate product information to result in multiple account relationships Show less

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  Fiserv

  Aug 2018 - Jan 2019

  Team Lead

  Maintained queue levels for over 5 large banking institutions on commercial credit cards using AS400, MasterCard, and Visa systems. Research incoming and outgoing documentation to ensure it complies with industryOpen chargeback cases by scan and index merchant and acquires incoming documentation.Contact merchants by phone and in writing regarding return mail, and proper documentation regarding chargeback

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  Delta Air Lines

  May 2019 - Nov 2021

  Flight Attendant

  Supervised and directed other crew members in the proper discharge of their duties. Assisted flight attendants in doing in-flight tasks as per the company policies and procedures. Mentored and developed various crew members while supporting, motivating, and communicating effectively with all flight attendants. Maintained accurate flight attendant records and correspondence after every flight conducted with junior flight members. Directed and assisted passengers in the event of an emergency, preparing passengers and aircraft for landing by following procedures.Administered first aid to passengers in distress. Responsible for verifying that passengers complied with federal regulations before take-offs and landings. Show less

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  Paylocity

  Aug 2021 - now

  Assume role of Project Manager for assigned Enrollment Solutions deals Work closely with Client Manager (CM) to understand all dynamics of client engagementInternal project manager for relevant delivery scope, ensuring timelines met and delivery on track (coordinates with technology, communications, the Enrollment Counselors, field, etc) Work closely with Client Manager on content for weekly call agendas and items of escalation Daily project management throughout the program life cycle Show less

  • Implementation Consultant

    Feb 2024 - now

  • Account Manager

    Aug 2021 - now