Jennifer Emmeline Franks

Customer service and operations professional with 15+ years of experience in support, escalations, documentation, training, workflow coordination, and issue resolution. Experienced with Jira, Salesforce, CRM systems, knowledge-base content, and technical documentation. I’m currently transitioning into healthcare and health technology, with HIPAA training and AAPC CPC coursework in progress, expected to conclude in March 2027. I’m seeking part-time remote opportunities in customer support, patient services, healthcare software, operations, intake, scheduling, or technical support. I’m also especially interested in opportunities connected to veterinary care, pet-loss support, bereavement services, and end-of-life care.

• adaptability
• Administrative Support
• Appointment Scheduling
• Attention to detail
• Client Relationship Management
• Communication
• Conflict Resolution
• Critical Thinking
• CRM
• Cross-Functional Coordination
• Customer service
• Data analysis
• Data entry
• Data Validation
• Decision Making
• Incident Management
• interpersonal skills
• issue resolution
• Jira
• KPI Management
• Leadership
• Microsoft Excel
• Microsoft Outlook
• Multi-Tasking
• Office Administration
• Operations Coordination
• Operations Management
• Organization
• Performance Monitoring
• Prioritization
• Problem solving
• Process Improvement
• Product Knowledge
• Project management
• Quality Improvement
• record keeping
• Reliability
• Reporting
• Salesforce
• scheduling
• SLA Management
• Splunk
• Tableau
• Teamwork
• Technical Documentation
• Technical Support
• Time management
• Troubleshooting
• Workforce Coordination

1. Volunteer Veterinary Clinic Support / Sterilisation Technician

   Peninsula Humane Society

   Oct 2019 to Jan 2020

   San Mateo, CA

   • Cleaned and sterilised surgical instruments and maintained a sanitised, biohazard-safe clinical space supporting up to 8 spay/neuter procedures per shift, while assisting with surgical prep and observing endoscopy procedures. • Maintained professionalism, discretion, and dependable follow-through in a fast-paced patient-care environment — directly applicable to HIPAA-compliant healthcare support settings.

2. Pet Care Professional (Independent Contractor)

   Rover

   Nov 2015 to Present

   Santa Ana, CA

   • Serve as the primary phone and text-based point of contact for clients, verify urgency and impact of requests, coordinate schedules, and communicate changes or concerns promptly. • Provide clients with real-time, detailed care updates via text message covering walks, feeding, behaviour, and safety concerns for each pet. • Gather complete details on time-sensitive concerns (who/what/when/impact), notify clients, and coordinate next steps calmly and clearly. • Manage multiple concurrent clients independently across evenings, weekends, and holidays, tracking open items to closure and maintaining ownership through resolution.

3. Community Manager & Analyst / Customer Service Lead

   Zynga, Inc.

   Jan 2009 to Jan 2014

   San Francisco, CA

   • Directed, trained, and supported 300+ customer service associates handling phone-based support across multiple projects, reinforcing response quality, documentation accuracy, and policy adherence. • Coached 70 moderators and handled escalated customer concerns requiring patience, sound judgment, and clear written and verbal communication. • Performed quality assurance review of high-volume customer data and cases using Tableau and Splunk, identifying and correcting recurring documentation issues across support teams.

• Accredited HIPAA Training