Montasia Parrish
Woodbridge,VA
Summary
A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills.Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
Work History
Remote Technical Support Representative
Verizon Wireless
01.2021 - Current
- Manage a substantial number of inbound customer inquiries, delivering resolutions with a focus on professionalism and expediency
- Drive initiatives to enhance operational efficiency, leading to reduced customer turnover
- Provide technical support to customers via phone, email, or in-person
- Troubleshoot customer inquiries and resolve customer concerns in a timely manner
- Manage customer accounts and provide assistance with billing and account inquiries
- Maintain an up-to-date knowledge of Verizon’s products and services
- Remain current with technological developments in the telecommunications industry
- Update customer records with detailed notes and resolutions
- Identify and escalate customer issues to the appropriate department
- Assist with other customer service tasks as needed
Customer Service Executive -Amazon Pharmacy
Amazon
Texas City, TX
10.2018 - 12.2020
- • Virtually assist customers and other advisors over the phone, email, and on the web with
billing/insurance verification, product, or service questions
• Manage both inbound and outbound calls
• Proactively identify solutions to questions you anticipate our customers having in each
interaction
• Take a hands-on approach to resolving every issue, owning it from start to finish or partnering
with pharmacist and pharmacy staff if clinical advisement is necessary
• Provide best-in-class service experience for our customers while working in a fast-paced
environment
• Help answer customer inquiries regarding their insurance and copays, as well as shipping needs
• Provide our customers with technical support when navigating pharmacy.amazon.com
• Serve customers in a timely manner to ensure we are maximizing our relationship with them
• Understand each interaction is about more than solving a single problem, but an opportunity to
build a long-term relationship
• Promote customer privacy and safety by maintaining adherence to the company's Work From Home policy
Insurance Verification Specialist (Remote)
Elevance Health
Virginia Beach, VA
08.2016 - 10.2018
- Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Service Providers in a multi – channel environment including call, concurrent chat, as required
- Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
- Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
- Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls / messages, escalations, and provider dissatisfaction
- Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
- Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types
- Influence providers to utilize self – service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution
Bank Teller
TD Bank
Woodbridge, VA
07.2014 - 08.2016
- Enhanced customer service by proficiently handling transactions and promptly resolving account questions, leading to improved client satisfaction
- Implemented time-management strategies to optimize teller operations and workflow
- Increased branch sales by effectively cross-selling financial products and services, while maintaining stringent adherence to audit procedures and confidentiality protocols.
Education
High School Diploma -
Freedom High School
Woodbridge, VA06.2014
Skills
- Payment Management
- Issue Escalation
- Account Management
- Customer Needs Assessment
- Customer Relationship Management
Call Control
Queue Management
Marketing
Technical Support
Troubleshooting
Product Sales
Complaint Handling
Typing speed
Email Support
Data Entry
Medical Insurance Rep
Efficient and Detailed Oriented
Sales
Billing
Microsoft office
LiveChat Support
CRM Software
Timeline
Remote Technical Support Representative
Verizon Wireless
01.2021 - Current
Customer Service Executive -Amazon Pharmacy
Amazon
10.2018 - 12.2020
Insurance Verification Specialist (Remote)
Elevance Health
08.2016 - 10.2018
Bank Teller
TD Bank
07.2014 - 08.2016
High School Diploma -
Freedom High School