Emma Frantz has over 20 years of experience in customer service and retail roles. She currently works as a Customer Service Associate for General Dynamics Information Technologies, where she assists Medicare beneficiaries by answering questions about their accounts, claims, and insurance coverage over the phone and through web chats. Previously, she was a Manager at A 1 Storage and Budget Truck Rental for 6 years, where she rented units and trucks to customers and handled accounts. She also briefly worked as a Receptionist for Mr. Goodcents Franchise Systems, where she greeted customers and directed phone calls.

1. EMMA FRANTZ
2130 Silicon Avenue N-4, Lawrence, KS 66046 • Home: 785-979-1602 • Cell:
785-979-1602 • frantze@ymail.com
Professional Summary
Motivated customer service specialist with over 20 years retail experience in a
fast-paced, team-based environment. Friendly Sales Associate adept at working
in diverse retail and customer service environments.
Skills
Exceptional communication skills
Adheres to customer service
procedures
Creative problem solver Strong problem solving aptitude
Strong client relations Avaya Software knowledge
Multi-line phone talent Self-motivated
Trusted key holder People-oriented
Multi-line phone operation proficiency
Work History
Customer Servcie Associate, 11/2008 to Current General Dynamics
Information Technologies – Lawrence, KS I take calls and live web chats
from Medicare beneficiaries. In web chat, I help them with the
MyMedicare.gov website problems. I also assist them by answering general
questions they may have about their account, or the Medicare insurance such
as what might or might not be covered.
When answering calls, I help the beneficiaries with their claims, choosing drug
plans, helping to resolve a problem for a beneficiary who might be very upset
about something with their insurance. I talk to them with empathy,
understanding and work to resolve an issue that might have come up.
Manager, 09/2002 to 11/2008
A 1 Storage and Budget Truck Rental – Lawrence, KS
As Manager I rented units or trucks or both to customers. Daily walk through
of storage facility, cleaning units as well as trucks when returned. Accounts
Receivable and Accounts payable for both businesses. End of day close outs,
weekly close out and monthly close outs of both businesses.
I greeted my customers in a friendly manner in person and on the phone. I
answered their questions and helped them feel confident about their choice of
where to rent as well as what size unit or truck they might need.
Receptionist, 09/2002 to 09/2002
Mr. Goodcents Franchise Systems, Inc – DeSoto, KS
I greeted customers, vendors, guests and fellow employees in an upbeat friendly
manner, upon entry into the building. I made welcome boards for the vendors,
customers, guests, and birthday announcements for the fellow employees. I
answered multi line phone system and directed the calls to the proper person,
took messages if that person was out of the office. I took care of the mail,
incoming and out going, placed the incoming in the proper mail box. I feel I
elevated the experience of everyone who came into the office with my
friendliness.
Education
High School Diploma: 1963

2. Palco High School - Palco, KS
Additional Information
I have worked with the public all my life in one form or another. I have an
outstanding personality and I have never met a stranger. I have been in the
medical field, farm field, call center, storage field, retail field and with all of these
except for the farm field add up to be good customer service.