![shanta jeffries pca[1]](https://cdn.slidesharecdn.com/ss_thumbnails/0a4f12e3-df92-497f-8386-aaca99f34b87-150715004124-lva1-app6891-thumbnail.jpg?width=560&fit=bounds)
More Related Content
What's hot (19)
Viewers also liked (6)
Similar to DorisParrilla Resume (20)
DorisParrilla Resume
- 1. Doris Parrilla 3737 Domestic Avenue Unit 22 Naples, Florida 34104 239-571-1995 nycdee112@yahoo.com Career Objective: Seeking an opportunity as a Support Representative where my experience and personal dedication will be an asset to my employer. Experience: Summit-Broadband Customer Service/ Front Counter, Marco Island, FL October 2014 to Present Assist Customers in adding, moving or changing services to include home phone, cable, or internet services. Demonstrate consistent professionalism and effienciency in call center skills including resolving customer questions, complaints, and billing inquiries with utmost courtesy and professionalism. Conduct each request with the objective of retaining customer's business including offering additional alternative solutions. Obtain a thorough knowledge of the company's practices, operations service offerings and promotions. Provide Tier 1 Technical Support, utilize empowerment to resolve reported problems while maining work productivity with little to no supervision. The satisfaction in not only providing peace of mind to Customers knowing their concern is addressed, but also settling those concerns with positive understanding those concerns with Customer Education thereby saving them valuable time in the future. Schumacher Group Lafayette, LA Tier3Health Collector February 2012 May 2013 Communicate with patients by telephone (inbound and outbound) to bring resolution to unpaid accounts following FDCPA guidelines. Verify account information and processed credit card payments over the phone. Provide thorough, efficient, and accurate account updates on patient electronic files. Counseled patients on delinquent accounts, in finding funds to meet debt obligations. Research billing issues and misapplied payments. Demonstrate effective skip tracing techniques by locating patient contact information. Negotiate and follow up to ensure that payment arrangements were made/or upheld to bring debt to a $0. Provide feedback to management concerning possible problems or areas of improvement. Little River Medical Center Little River, South Carolina Centralized Scheduler May 2011 - December 2011 The Central Scheduler is responsible for answering phones, scheduling medical appointments for all six centers, from registration of patients, to reminding patients of overdue balances. I confirmed both medical and dental appointments. Demonstrated the ability to establish, maintain a effective productive repore with staff, management, and patients. Adhering to both Patient & Center confidentiality; as well as Code of Compliance at all times as required by HIPPA while informing patients of our sliding fee program. I remained courteous but tactful, caring yet maintained diplomacy, professionalism. AT&T Mobility Fayetteville, North Carolina Customer Service/Coordinator March 1992 - May 2011
- 2. This position was held to high standards in recording and maintaining of data and reports, maintained accuracy in headcount reporting, organizational alignment & system administration within Nortel Networks- SMI Symposium and IEX Totalview databases. The primary focus for this position was overall ownership of service level and Average speed of answer in the center, communicated call statistics and results while recommending solutions as necessary. Proactively interacted with all levels of Management, to include; Call Center Site Director, Area Managers, Supervisors, Coaches and Representatives. Effectively managed and maximized call routing, to align with call distribution within daily schedules, accurately forecast staffing requirements to meet service level goals, performed daily real-time monitoring. Accountable for continuous improvement, shift alignment, analyzing processes, trends, historical data and implementing changes, providing helpdesk support for internal users of the Call Center, maintained accuracy of all agent login information, compliance of call center practices, processes and policies relating to vacation process management, FMLA, disability, attendance, scheduling, documentation and employee file maintenance. AT&T Mobility Lake Mary, Florida Technical Support Specialist Responsible for communicating with customers by isolating, analyzing, issue while interfacing and communicating with RF and Field Engineers to system problem(s), Reads and comprehends technical manuals and circuit diagnostics. Able to troubleshoot, interfaced via terminal emulations with various cellular switches to perform analysis in order bring a resolution to a Network issue. Monitored system performances via remote equipment. Have the ability to work a variety of software applications at one time. AT&T Mobility Lake Mary, Florida Asst. Customer Ops Manager Responsible for job functions within the Customer Service area, from the Point of Prospective initiation of Contact with the Distribution Channel until the Customer no longer Subscribes to the service. Received Intensive Incoming calls via ACD related to Service and Equipment through Customer Operations. Able to process Several Tasks at Once with the Ability to Coordinate and Organize Effectively. AT&T Mobility Lake Mary, Florida Retention / Customer Care Representative Responsible for Saving Potential Lost Revenue from Clients requesting to terminate their Cellular Accounts due to any reason for example a Billing Issue, Competitor Offer, or Life Style Change. Able to find a Resolution to the Issue and Protect the Company's Revenue. Submitted Spreadsheets for Tracking Purposes Daily. Processed orders to close accounts, issued adjustments to finalize billing. (Contact Roderick Freeman Id # 11186, Supervisor's Phone: 1-800-367-5690). Paetec Corporation (US LEC) Charlotte, North Carolina NOC Analyst Tier 1 July 2005 - December 2006 Answer all incoming calls within 20 seconds or less to meet PSC requirements. Processed customer trouble reports on service repair issues. Acquired detailed information, initial troubleshooting via phone from the customer, documented trouble ticket; for further analyzing and resolution. Input all trouble ticket information into trouble ticket databases Remedy & TBS. Immediate dispatch to Operations on all out of service conditions (completely downs). Updating all completely down customers on the status of their trouble every 30 minutes to an hour to the customer. Track and escalate as required to Operations Management on completely down troubles. Close out trouble tickets with the customers approval.
- 3. Handling very stressful situations with irate customers specifically on such issues as major outages providing assurance that all is being done to resolve their trouble. (Contact Victoria Mitchell, Supervisor's phone: 704-319-1457). Park East High School, NY , NY Graduated 1/1979 H.S. Diploma Fluent in Spanish and Portuguese Miscellaneous: MS Windows, Outlook, Powerpoint, Office, Word, and Excel.