FRANCINE CYNDIE WYLIE
La Mesa
Summary
Dynamic professional with extensive experience in CRM and Social SCRM support at Mitchell1 Marketing. Proven track record in escalation resolution and team leadership, enhancing customer satisfaction through effective problem-solving and cross-functional collaboration. Skilled in data accuracy and maintaining HIPAA compliance, fostering trust and loyalty among clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Social SCRM Agent | OB Agent | RCI Team Leader
Mitchell1 Marketing
San Diego
10.2019 - Current
- Provided end-to-end support for CRM and Social SCRM accounts, resolving complex customer inquiries on operations, data extractions, installations, and product performance, enhancing customer satisfaction.
- Handled high-visibility and escalated interactions from web inquiries, Google Ads, online reviews, and telephone/email channels, ensuring prompt and effective resolutions.
- Handled complex and sensitive customer interactions with professionalism and efficiency.
- Maintain calm, empathetic communication in high-pressure situations, strengthening customer trust and brand reputation.
- Collaborate with technical, marketing, and operational teams to troubleshoot issues and deliver timely, accurate solutions.
- Led a frontline team, supporting and mentoring team members to maintain consistent, high-quality service delivery.
- Contributed to improved customer resolution outcomes through collaborative problem-solving and adherence to processes, fostering stronger customer relationships.
Customer Service/ Support Staff Agent
FTD Industries Inc.
San Diego
11.2016 - Current
- Processed, reviewed, and entered customer orders with a strong focus on accuracy, timeliness, and customer satisfaction.
- Provided service and sales support by recommending substitutions to minimize order delays and enhance overall customer experience.
- Liaised with customers, quality teams, and fulfillment departments to resolve quality-related issues, enhancing customer satisfaction.
- Coordinated daily with FedEx, UPS, and other delivery partners to address shipment concerns and ensure timely deliveries.
- Reduced order issues by proactively addressing quality and delivery concerns
- Built strong customer rapport through clear communication and solution-oriented service
Complex Authorization Support Staff
TriWest Health Care Alliance Corp
San Diego
02.2016 - 07.2016
- Reviewed and processed complex medical authorizations and referrals for VA patients, enhancing access to necessary healthcare services.
- Ensured accurate authorization processing to support timely care delivery for veterans, contributing to improved patient outcomes.
- Communicated medical information—including test results, diagnoses, and treatment plans—to ensure patient understanding and engagement in their care.
- Ensured strict compliance with HIPAA regulations, protecting patient privacy at all times.
- Documented all interactions accurately and worked with standardized medical coding systems: ICD, CPT, HCPCS, Medical Taxonomy Codes.
- Maintained full compliance with regulatory and documentation standards
Contact Center Support Agent
Planned Parenthood of California
San Diego
10.2014 - 03.2015
- Supported high-volume inbound calls for appointment scheduling across San Diego and Riverside Counties.
- Coordinated appointments for a wide range of services, including: Birth Control, STD Testing & Treatment, Pregnancy Testing, Cancer Screenings, Emergency Contraception.
- Maintained empathy, discretion, and professionalism when handling sensitive patient concerns.
Immunization Clinic Asst.
United Health Care Staffing, Inc.
Southern CA
11.2010 - 11.2014
- Administer immunizations, record vitals and other related tasks during the yearly health assessment each November.
- Assisted patients with check-in and appointment scheduling processes.
- Maintained accurate patient records and updated information in electronic systems.
- Coordinated communication between healthcare providers and patients effectively.
Medical Assistant
Clairemont Villa Adult Day HealthCare Inc.
San Diego
10.2013 - 10.2014
- Supported staff in caring for seniors at the center, which included running errands, providing hygiene care, and recording vitals on patients.
- Assisted healthcare professionals in delivering patient-centered care at an adult day health facility.
- Managed patient records and ensured confidentiality in compliance with healthcare regulations.
- Administered medications and monitored patient responses under supervision of medical staff.
Front Desk Medical Assistant
US Health Works
Oceanside
12.2012 - 01.2013
- Assisted front desk with clerical and medical record tasks, including urgent care and workers compensation paperwork.
- Greeted patients warmly and directed them to appropriate services.
- Managed patient scheduling and coordinated appointments efficiently.
- Collected and verified patient information for accurate record-keeping.
Independent Caretaker
Private Employer
San Diego
12.2009 - 12.2012
- Provided personalized care to a cognitively disabled client to promote independence while monitoring general health and stability.
Education
B.A. of Arts - Hospital Administration
Ashford University
San Diego, CA01-2014
Medical Assistant Diploma -
Kaplan College
San Diego, CA01-2010
Associate of Arts - Fine Arts
Grossmont College
El Cajon, CA01-2006
Skills
- Customer relationship management
- CRM support
- Contact Center Operations
- Customer retention
- Customer satisfaction
- Customer complaint resolution
- Client Engagement
- Call management
- Service support
- Issue resolution
- Technical troubleshooting
- Data Accuracy & Documentation
- Data Privacy Management
- Process improvement
- Cross-Functional Collaboration
- Cross-functional collaboration
- Team Leadership & Coaching
- Time management
- Adaptability
- Problem-solving skills
Certification
CPR / First Aid
Timeline
Social SCRM Agent | OB Agent | RCI Team Leader
Mitchell1 Marketing
10.2019 - Current
Customer Service/ Support Staff Agent
FTD Industries Inc.
11.2016 - Current
Complex Authorization Support Staff
TriWest Health Care Alliance Corp
02.2016 - 07.2016
Contact Center Support Agent
Planned Parenthood of California
10.2014 - 03.2015
Medical Assistant
Clairemont Villa Adult Day HealthCare Inc.
10.2013 - 10.2014
Front Desk Medical Assistant
US Health Works
12.2012 - 01.2013
Immunization Clinic Asst.
United Health Care Staffing, Inc.
11.2010 - 11.2014
Independent Caretaker
Private Employer
12.2009 - 12.2012
B.A. of Arts - Hospital Administration
Ashford University
Medical Assistant Diploma -
Kaplan College
Associate of Arts - Fine Arts
Grossmont College