Alisha McParland
Silverton,OR
Summary
Dynamic licensed insurance and customer service professional with over seven years of diverse experience in insurance, healthcare, hospitality, and administrative support. Expertise in resolving complex inquiries, training and mentoring new hires, and delivering accurate solutions in high-pressure environments. Recognized for exceptional problem-solving abilities, adaptability, and a steadfast commitment to a customer-first approach. Actively pursuing an AAS degree to enhance professional skills.
Overview
8
8
years of professional experience
Work History
Licensed Service Specialist
Allstate / WNS
10.2021 - Current
- Answer inbound calls to resolve customer inquiries, provide policy information, and process transactions within licensing guidelines.
- Proactively identify coverage gaps and recommend additional protection, improving customer satisfaction and retention.
- Accurately quote and bind personal lines insurance policies in compliance with regulatory requirements.
- Support onboarding and development of new hires by shadowing calls, providing feedback, and assisting with systems training.
- Collaborate with supervisors to share best practices and maintain team performance metrics.
- Maintain compliance with state insurance regulations and company standards for documentation.
Healthcare Advocate
TTEC
10.2020 - 12.2021
- Assisted members with benefits inquiries, claims, and EOBs, ensuring accurate interpretation and communication of healthcare information.
- Coordinated with providers to expedite claim resolutions and verify coverage details.
- Monitored and resolved customer inquiries in case inventory, ensuring timely follow-ups and adherence to service-level agreements.
- Trained new hires through live coaching and simulated calls to ensure HIPAA compliance and consistent quality.
- Served as a peer mentor for complex case management, helping colleagues troubleshoot and resolve escalated issues.
Office Administrator & Event Planner
Virtual Sports
03.2018 - 08.2019
- Coordinated and managed events, ensuring seamless scheduling and execution of parties and corporate events.
- Oversaw employee scheduling and operational logistics, balancing company needs with staff availability.
- Performed bookkeeping tasks, including payment processing, tracking, and reporting.
- Responded to all customer inquiries through phone, email, and in-person communication.
- Ensured proper maintenance of systems and equipment, reducing downtime during events.
Night Auditor
Holiday Inn Express
07.2018 - 04.2019
- Managed nightly front desk operations using Opera PMS, including reservations, guest check-ins, and inquiries.
- Reconciled financial transactions with 100% accuracy by balancing daily revenue reports against bank statements.
- Processed deposits, corrected discrepancies, and prepared detailed financial reporting for management.
- Maintained front office systems and logs, ensuring readiness for daily operations.
Fulfillment, Liquidations, & Problem Solving Associate
Amazon
08.2017 - 06.2018
- Processed and prepared products for shipment, ensuring efficiency and accuracy in high-volume operations.
- Inspected returns and damaged products, determining resell viability and documenting inventory adjustments.
- Conducted inventory audits using multiple applications, identifying and correcting discrepancies.
- Assisted supervisors with daily task delegation to meet departmental goals.
- Investigated and tracked missing inventory to support supply chain accuracy.
Education
AAS -
Chemeketa Community College
Diploma - undefined
North Thurston High School
01.2013
Skills
- Licensed Insurance Services (Personal Lines)
- Customer Service & Client Relations
- Clerical support
- Claims Review & Benefits Interpretation
- Training & Peer Mentorship
- Problem Solving & Conflict Resolution
- Event & Operations Management
- Verbal and written communication
- Data Entry & Administrative Support
- Inventory Management & Audit Resolution
- Systems: Opera PMS, Microsoft Office Suite, insurance quoting tools
- Client retention strategies
Timeline
Licensed Service Specialist
Allstate / WNS
10.2021 - Current
Healthcare Advocate
TTEC
10.2020 - 12.2021
Night Auditor
Holiday Inn Express
07.2018 - 04.2019
Office Administrator & Event Planner
Virtual Sports
03.2018 - 08.2019
Fulfillment, Liquidations, & Problem Solving Associate
Amazon
08.2017 - 06.2018
Diploma - undefined
North Thurston High School
AAS -
Chemeketa Community College