Kristen Parran
Indianapolis,IN
Summary
Customer Service Specialist experienced in prioritizing and multitasking within fast-paced environments. Managed high volumes of inbound calls, resolved escalated issues, and maintained strong customer relationships, contributing to customer satisfaction and company success. Knowledgeable in human resource procedures, including employee relations and compliance management, with a focus on effective communication and problem-solving to enhance workplace operations.
Overview
9
9
years of post-secondary education
6
6
years of professional experience
Work History
Direct Support Professional
Sevita
05.2024 - Current
- Provide in-home care for adults with mental and intellectual disabilities.
- Assisted with daily living skills, hygiene, and meal preparation.
- Administered medications following health and safety procedures.
- Supported person-centered care plans for people served at Sevita.
- Monitored behaviors, documented observations, and communicated changes or concerns to supervisor.
- Monitored behavior support plans and followed guidance consistently.
- Enhanced health and well-being by maintaining clean and safe living spaces.
- Documented care notes, incidents, and service activities accurately.
- Transported people served to appointments and community activities.
Contact Representative
Internal Revenue Service
05.2023 - 07.2026
- Guided callers through balance inquiries, refunds, and installment agreement requests.
- Explained tax laws, payment options, and filing procedures to taxpayers.
- Reviewed taxpayer accounts for missing information, errors, and correspondence issues.
- Documented case notes and call details in Internal Revenue Service records.
- Participated in team meetings to discuss strategies for improving customer experience.
- Analyzed customer feedback to identify areas for improvement in customer service procedures.
- Addressed customer complaints and referred unresolved issues to management.
- Researched records in IRS systems to verify account status and notices.
Pharmacy Technician
CVS Pharmacy
05.2023 - 04.2025
- Gained expertise in health insurance options, specializing in HMO, PPO, and Medicaid.
- Filled prescriptions accurately under pharmacist supervision at CVS Pharmacy. at CVS Pharmacy under pharmacist supervision
- Processed insurance claims efficiently using pharmacy software, ensuring timely reimbursements.
- Provided customer support for prescription inquiries and facilitated smooth pickup experience.
- Counted, labeled, and packaged medications for efficient patient pickup. for patient pickup
- Managed medication inventory and restocked pharmacy shelves
- Answered phone calls to provide information and support regarding prescriptions. and relayed refill requests to pharmacists
- Maintained HIPAA compliance and protected patient information
Customer Representative
Freedom Mortgage
08.2022 - 03.2023
- Conducted outbound calls to establish financial responsibility while delivering exceptional customer care.
- Handled electronic payment transactions for mortgage accounts.
- Assisted mortgage borrowers with payment questions and account updates.
- Resolved service issues through phone, email, and written correspondence.
- Clarified loan servicing policies and escrow details for customers to enhance understanding.
- Processed electronic payments
- Processed payoff requests, quotes, and routine account changes to ensure timely account management.
- Escalated complex loan concerns to underwriting or servicing teams.
- Maintained confidentiality while handling sensitive mortgage customer information.
Customer Service Rep
Anthem
01.2021 - 11.2022
- Received inbound calls from Anthem members inquiring about health insurance,
- Assisted policyholders with billing, coverage, and claim questions at insurance office.
- Explained policy terms, payment options, and account updates to insured clients.
- Processed policy changes, renewals, and cancellations using customer service systems.
- Resolved service issues with calm communication and careful attention to policy details.
- Coordinated claim status updates between policyholders and internal insurance departments.
- Reviewed insurance documents for accuracy and missing client information.
- Recorded customer calls, requests, and follow-up tasks in agency files.
- Supported daily insurance operations through mail handling, data entry, and account updates.
Education
Bachelor - Business Administration, Human Resources, Communication
Indiana Institute of Technology
Fort Wayne, IN 11.2019 - 05.2026
Associates - Business Management
Indiana Institute of Technology
Fort Wayne, IN 11.2019 - 09.2022
Skills
- Behavioral intervention
- Patient management
- Patient advocacy
- Patient education
- Personalized support planning
- Health coaching
- Community integration
- Safety oversight
- Emergency response
- Care plan management
- Service documentation
- Health services
- Certified Pharmacy Technician
- CPR certified
- HIPAA compliance
- Customer service
- Customer Service Skills- active listening, problem solving, timely resolution, accurate information, prioritization
- Conflict resolution
- De-escalation techniques
- Interpersonal Skills- dependable, accountable, teamwork, empathy, punctual
- Professional communication
- Analytical thinking
- Records management
- Data entry
- Microsoft Excel
- Payroll administration
- Payroll and benefits knowledge
- Onboarding and offboarding
- Employee onboarding
- Regulatory compliance knowledge
- Conduct background checks and screening
- Recruit, interview, designate according to best applicant for the position
- Training compliance tracking
- Application tracking
- Report writing
- Active listening
- Care plan management
- Report writing
- Active listening
Timeline
Direct Support Professional
Sevita
05.2024 - Current
Contact Representative
Internal Revenue Service
05.2023 - 07.2026
Pharmacy Technician
CVS Pharmacy
05.2023 - 04.2025
Customer Representative
Freedom Mortgage
08.2022 - 03.2023
Customer Service Rep
Anthem
01.2021 - 11.2022
Bachelor - Business Administration, Human Resources, Communication
Indiana Institute of Technology
11.2019 - 05.2026
Associates - Business Management
Indiana Institute of Technology
11.2019 - 09.2022