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
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
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
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
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