Imari Parson
Raleigh,North Carolina
Summary
Oversaw daily branch operations, including staffing, fleet and logistics coordination, and performance metrics, while cultivating robust client relationships and driving business growth through effective coaching and problem-solving.
Overview
5
5
years of professional experience
Work History
Flagship Branch Manager
Enterprise Mobility
05.2022 - Current
- Oversaw all daily branch operations at a high-volume flagship location, including fleet logistics, staffing, scheduling, performance management, and end-to-end customer service delivery.
- Increased branch profitability by implementing strategic sales initiatives, improving cost control processes, and driving customer-focused service improvements.
- Led, coached, and developed a high-performing team, promoting six Management Assistants to Assistant Manager within 12 months, strengthening operational readiness and talent pipeline.
- Optimized fleet management by monitoring utilization, coordinating vehicle movement, reducing downtime, and ensuring availability for business demand.
- Improved customer satisfaction through service-quality training, escalated-issue resolution, and streamlined branch workflows, contributing to stronger customer loyalty and retention.
- Managed P&L components, including revenue generation, operational expenses, inventory control, and KPI tracking to ensure branch financial health and operational efficiency.
Customer Service Representative
Broad path- Healthcare Solutions
04.2021 - 05.2022
- Managed high-volume inbound calls from members, providers, and pharmacies in a dynamic healthcare setting.
- Facilitated customer assistance with prescription requests and refills through Express Scripts, ensuring accuracy and timely order processing.
- Addressed inquiries regarding medication insurance coverage, prior authorizations, copays, plan benefits, and pharmacy claims.
- Evaluated member profiles to ensure compliance with formulary coverage and medication alternatives.
- Executed high-quality customer service through clear communication, empathetic support, and effective problem resolution.
- Recorded all interactions to ensure adherence to HIPAA and company compliance standards.
- Facilitated remote collaboration and communication among team members.
Education
Bachelor of Science - Criminal Justice
Averett University
Danville, VA12.2021
Skills
- Developed and implemented strategies for effective customer relationship management to foster loyalty
- Executed strategic account management initiatives to ensure client satisfaction and retention
- Led initiatives to create and implement effective business development strategies Oversaw sales teams to drive revenue growth and market expansion Collaborated with stakeholders to align sales objectives with company vision
- Led data analysis initiatives to identify trends and inform decision-making Oversaw reporting processes to ensure accuracy and clarity of information Collaborated with teams to enhance data-driven strategies and outcomes
- Led initiatives to drive software adoption across departments, fostering a culture of innovation Oversaw user training programs to enhance software utilization and efficiency Collaborated with stakeholders to align software capabilities with organizational goals
- Leveraged Microsoft Office Suite to enhance team collaboration and project management Guided team members in utilizing Excel for data analysis and reporting Coordinated virtual meetings via Teams to streamline communication and project updates
- Led teams in executing projects from initiation to completion while fostering a collaborative environment Cultivated staff growth through targeted development programs and performance feedback Championed team engagement to drive productivity and morale
Timeline
Flagship Branch Manager
Enterprise Mobility
05.2022 - Current
Customer Service Representative
Broad path- Healthcare Solutions
04.2021 - 05.2022
Bachelor of Science - Criminal Justice
Averett University