Gracy Francis

Customer-focused professional with 2.5+ years combined experience in live calls and live chat customer service and credential coordination. Skilled at resolving inquiries via chat/email, maintaining 95%+ satisfaction, and managing high-volume ticketing workflows. Proven ability to verify documentation, streamline onboarding, and collaborate async with cross-functional teams.

Proficient in remote tools and delivering accurate, empathetic support in fast-paced environments. Seeking a remote Customer Support / Call or Chat Agent role to drive customer loyalty and operational efficiency.

Customer Service Representative - Global Fidelis - Nagpur / Remote

(2024-11 - 2026-02)

• Responded to 50+ daily customer inquiries via live chat, call and email, providing detailed product/service information with 96% accuracy
• Resolved customer complaints within SLA, achieving high customer satisfaction through empathetic and solution-focused communication
• Promoted positive customer experiences by delivering knowledgeable, friendly problem resolution and proactive follow-ups
• Documented all interactions in CRM, ensuring complete case notes and seamless handoffs to internal teams

Credentials Coordinator - Interactive Manpower Solutions - Nagpur

(2022-01 - 2023-07)

• Managed end-to-end credentialing for healthcare professionals by verifying qualifications and compliance, reducing onboarding time by 20%
• Streamlined documentation workflows, improving staff credential management accuracy and reducing errors
• Collaborated with HR, compliance, and clinical teams to maintain up-to-date records and enhance documentation accessibility
• Ensured 100% adherence to regulatory standards during audits through meticulous record maintenance

B. Com - Accounts - Yashwantrao Chouhan University (2018-08 - 2021-06)

High School Diploma - Vinayalaya Convent (2011-05)