April Parker

• Processes documents according to established procedures; examples include reports, charts, tables and lists, bills, receipts, statements, case files, permits, licenses, and notices.
• Reviews documents for completeness, accuracy, and compliance with legal and other requirements.
• Answers questions and provides information to the public concerning regulations, procedures, forms , applications, programs and services, and permit requests.
• Maintains records requiring specialized knowledge and judgment in the selection, compilation or computation of data; examples include cost records and distribution and control ledgers which can be posted without extensive knowledge of bookkeeping.
• Compares or segregates documents where specialized knowledge of the function and more than a routine check for completeness and accuracy is involved.
• Utilizes office- machines such as computers or terminals, copiers, scanners, or calculators incidental to the performance of other duties.
• Searches records and files for data where judgment and discrimination are required in selecting or abstracting material.
• Indexes and cross-references records and files.
• Sorts, arranges and files documents and publications; retrieves and issues filed materials.
• Calculates amounts due, collects fees, and issues receipts.
• Requests, receives, stores, inventories, and issues office supplies, and maintains related records.
• Receives, sorts and distributes mail.
• Serves as a receptionist or counter clerk as needed.

• Provided customer support and advocacy services to members seeking behavioral health and counseling resources, serving as a primary point of contact for inquiries and assistance

• Assisted members with understanding behavioral health benefits, eligibility, provider options, and authorization requirements in a clear, compassionate, and supportive manner

• Conducted intake conversations to assess member needs and guided individuals toward appropriate counseling and mental health services

· Utilized active listening and empathy to support members experiencing emotional distress, ensuring a calm, respectful, and solutions-focused interaction

• Coordinated with internal teams and external providers to facilitate timely access to counseling and behavioral health services

• Accurately documented member interactions, service requests, and case notes in compliance with HIPAA, confidentiality standards, and organizational policies

• Managed sensitive and complex cases while maintaining professionalism, discretion, and adherence to service quality standards

• Reviewed loan files and updated them to match current standards.
• Negotiated loan terms and conditions with clients to maximize profitability.
• Followed up with clients on missing loan documents, guiding the best way to complete the application process.
• Analyzed loan applications and credit reports to determine loan eligibility and risk level.
• Communicated with clients, processing teams, and other third parties to achieve prompt loan closings.
• Assisted clients in selecting the correct loan products and terms to meet needs and financial goals.

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• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.

• Executed record filing system to improve document organization and management.
• Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
• Sorted and distributed office mail and recorded incoming shipments for corporate records.
• Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Scheduled office meetings and client appointments for staff teams.

• Engaged directly with customers in person, via telephone, and online to handle billing inquiries, service requests, account updates, and general information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Assisted customers in navigating the company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Responded to customer requests for products, services, and company information.
• Managed approximately 50 incoming calls, emails, and faxes per day from customers.

• Prepared and reviewed insurance applications to verify compliance with regulations.
• Maintained high standards of customer service by building relationships with clients.
• Worked closely with other team members to optimize sales strategies and achieve regional goals.
• Cross-sold insurance products to existing clients to reach sales targets.
• Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
• Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.