Paris Paggett
Atlanta,United States
Overview
16
16
years of professional experience
Work History
Customer Support Manager
OpenTable
Remote
11.2019 - Current
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
- Used data-driven insights to identify areas of opportunity, leading to more effective support strategies and ultimately boosting overall performance.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Managed department call volume of 100 calls per day per agent and coordinated department schedules to maximize coverage during peak hours.
- Used salesforce crm to track outreach and resolves.
- Used cloud based client driven softwares to foster client retention and transparency
Billing Coordinator
Emory Healthcare
Atlanta, GA
01.2013 - 11.2019
- Input patient information into the practice’s billing software
- Submit claims to insurance companies and follow up on unpaid claims
- Resolve any issues that arise with claims or payments
- Answer patient inquiries regarding billing and payment
- Maintain accurate records of billing and collection activities
- Generate monthly reports to track billing and collection performance
- Experience with medical billing software, such as EPIC and Cerner
- Excellent customer service skills
- Good problem-solving and analytical skills
- Able to multitask and prioritize tasks efficiently
- Knowledge of medical coding and billing terminology.
Head Teller
Regions Bank
Remote
01.2009 - 11.2019
- Facilitated smooth transitions during periods of staffing changes by overseeing thorough training for new hires and temporary staff members.
- Boosted operational efficiency with detailed reporting on teller performance metrics, enabling targeted improvements where needed most.
- Strengthened internal controls through diligent adherence to audit requirements, leading to consistently satisfactory audit results for the branch.
- Collaborated with branch management to develop annual budgets, aligning financial goals with organizational objectives.
- Counted cash drawers and balanced vault and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Improved customer satisfaction by efficiently managing teller transactions and addressing customer inquiries.
Education
Master Of Business Administration -
New York University
New York, NY05.2017
Bachelor Of Business - Business Administration
University of Arizona
Tucson, AZ05.2012
Skills
- Empathy and patience
- Client Relationship Building
- Customer Relations
- Training and mentoring
- Training and coaching
- Call Center Management
- Staff Scheduling
- Sales proficiency
- Customer Education
- CRM software expertise
- Account Management
- Inter-department collaboration
- Research and due diligence
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Active Listening
- Decision-Making
- Microsoft Office
- Data Entry
- Administrative Management
Timeline
Customer Support Manager
OpenTable
11.2019 - Current
Billing Coordinator
Emory Healthcare
01.2013 - 11.2019
Head Teller
Regions Bank
01.2009 - 11.2019
Master Of Business Administration -
New York University
Bachelor Of Business - Business Administration
University of Arizona