Hi, I’m
Mystical Parker
Cherokee,NC
Summary
Organized Call Center Agent offering 30-year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Proficient Call Center agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
11
years of professional experience
Work History
Harrah's Cherokee Casino Resort
Call Center Agent
2022.09 - Current (2 years)
Job overview
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Educated customers on company systems, form completion, and access to services.
- Processed debit and credit card and electronic check payments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Established and fostered strong brand integrity and business relationships through application of excellent interpersonal skills.
- Addressed customer account discrepancies and concerns.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Facilitated communication between customers and other departments to facilitate resolution.
CHEROKEE INDIAN HOSPITAL AUTHORITY
Customer Service Specialist
2016.04 - 2022.01 (5 years & 9 months)
Job overview
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Resolved complex, severe exposure claims using high service oriented file handling.
- Examined claims forms and other records to determine insurance coverage.
- Processed insurance payments and maintained accurate documentation of payments.
- Researched claims and incident information to deliver solutions and resolve problems.
- Followed up on denied claims to verify timely patient payment and resolution.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
HARRAHS CHEROKEE CASINO
Total Rewards Specialist
2014.04 - 2016.04 (2 years)
Job overview
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests for products, services, and company information.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Casino Table Games Dealer, HARRAHS CHEROKEE CASINO
Casino Table Games Dealer
2012.04 - 2014.04 (2 years)
Job overview
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Inspected table games and equipment to confirm proper function.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Dealt cards and compared hands to determine winners of games such as blackjack.
- Handled and shuffled cards and playing pieces to maintain game integrity.
Education
Southwestern Community College , Sylva, NC
Associate of Applied Science from Computer And Information Sciences
06.1997
University Overview
- Honoree of Phi Beta Kappa
- Dean's List 1995-1997, 6 semesters
- 3.85 GPA
Skills
- Multi-line telephone operations Service upselling
- Brand representation Client communication
- Call escalation Conflict resolution
- Product knowledge Researching
- Account updating Customer service
- Provider identification
- Team Development
- Process Transactions
- Issue and Complaint Resolution
- Livechat Messaging
- Calm and Professional Under Pressure
- Cultural Awareness
Timeline
Call Center Agent
Harrah's Cherokee Casino Resort
2022.09 - Current (2 years)
Customer Service Specialist
CHEROKEE INDIAN HOSPITAL AUTHORITY
2016.04 - 2022.01 (5 years & 9 months)
Total Rewards Specialist
HARRAHS CHEROKEE CASINO
2014.04 - 2016.04 (2 years)
Casino Table Games Dealer
Casino Table Games Dealer, HARRAHS CHEROKEE CASINO
2012.04 - 2014.04 (2 years)
Southwestern Community College
Associate of Applied Science from Computer And Information Sciences
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