Ally Parrish
Thornton,CO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Sr Training Specialist
Premier Members Credit Union
Broomfield, CO
02.2022 - Current
- Increased employee retention through engaging and relevant training materials.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained and mentored 30 new personnel hired to fulfill various roles.
Senior Contact Center Rep
Premier Members Credit Union
Broomfield, CO
06.2018 - 02.2022
- Improved member satisfaction by efficiently addressing and resolving issues.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
Customer Care Specialist
EdAssist
Broomfield
06.2015 - 06.2016
- Achieved Quality All-star for
- Answer on average 35 inbound calls for tuition reimbursement inquiries daily
- Help other consultants with questions about processes and specific client issues
- Respond to email inquiries for tuition reimbursement and program information request
- Cross trained on all consumer platforms and unique clients; MSK and USAA
- Cross trained in Back Up Care reservations for overflow season.
Student Finance Support Specialist
Zenith Education Group (Formally Corinthian College)
08.2014 - 06.2015
- Promoted to Help Desk position after six months as a document outreach representative
- Guided students through financial aid process to determine eligibility for financial aid funding that would help pay for their post-secondary education, by filling out FAFSA and other documentation they will be able to determine any amount they will receive in grants and/or loans
- Contact students through various means of communication to complete FAFSA and determine verification selection for FAFSA, if any, to precede gathering required documentation to clear verification or conflicts
- Schedule cash contracts averaging $5000 - $8000 to cover any remaining balance left after title IV funding is dispersed
- Follow up with students whom have outstanding payments to collect past due inform student of contract terms and agreements.
Customer Service Representative
Maximus
10.2013 - 07.2014
- Answer approximately 50 inbound calls for Medicaid, CHP+, WaWD, MSP, and LTC
- Proficient in Colorado Benefits Management System for researching issues with customer's benefits and resolving issues with medical benefits in one call
- Promoted to processor to assist in complete applications to determine eligibility for medical programs
- Place occasional outbound calls for determination and updates to medical programs.
Assistant Manager
Jack in the Box
12.2009 - 09.2013
- Raised survey scores by +5% by assuring guest satisfaction and problem resolution
- Assisted in renovation of three locations by reviewing factors that are hurting the restaurant; i.e
- Food cost, customer satisfaction, employee morale and food quality
- Create a plan of action to ensure the restaurant's success
- Responsible for the hiring, coaching/training and termination of employees
- Train employees on sales, up sell, company standards and procedures to raise sales and quality satisfaction
- Review food safety and HACCP daily to assure the team leads are aware of the quality and the safety of the food
- Prepare schedule, labor tracking, and verify employee hours and approve timesheets submitted.
Senior Customer Care Specialist
EdAssist
06.2016 - 03.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Collaborated with cross-functional teams to ensure seamless customer interactions across all touchpoints.
- Mentored junior team members in nuances of superior customer care, bolstering their skills and confidence levels.
Education
GED -
Community College of North Denver
Denver, CO06.2005
Skills
- Process evaluation and enhancement
- Exceptional communicator
- Attention to Detail
- Adaptability
- Problem-Solving
- Public Speaking
- Coaching and Mentoring
- Critical Thinking
Professional Attributes
- 15+ years in customer service
- 5+ years in credit union
Timeline
Sr Training Specialist
Premier Members Credit Union
02.2022 - Current
Senior Contact Center Rep
Premier Members Credit Union
06.2018 - 02.2022
Senior Customer Care Specialist
EdAssist
06.2016 - 03.2018
Customer Care Specialist
EdAssist
06.2015 - 06.2016
Student Finance Support Specialist
Zenith Education Group (Formally Corinthian College)
08.2014 - 06.2015
Customer Service Representative
Maximus
10.2013 - 07.2014
Assistant Manager
Jack in the Box
12.2009 - 09.2013
GED -
Community College of North Denver