Patricia Parrish
Durham,NC
Summary
Customer service professional with 14 years of experience in healthcare and remote services. Proven expertise in high-volume call handling and issue resolution. Skilled in training new hires to ensure service quality and compliance while fostering positive customer relationships.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
LabCorp
Durham, NC
04.2022 - Current
- Handled high-volume customer contacts, maintaining accuracy and professionalism while ensuring timely follow-up to strengthen customer relationships.
- Utilized strong communication and problem-solving skills to foster positive customer experiences and expedite issue resolution.
- Provided customer support in healthcare environment, resolving service questions, documenting interactions, and directing inquiries to appropriate resources to enhance customer satisfaction.
Intake Specialist
American Sexual Health Association
Durham, NC
04.2018 - 12.2021
- Identified caller needs, explained available services, and provided accurate community resource information to enhance client understanding and access.
- Reviewed eligibility criteria and gathered information to facilitate access to services and program participation for clients.
- Documented applicant and client interactions in internal systems to maintain continuity, clarity, and compliance, ensuring effective service delivery.
- De-escalated crisis situations with empathy, professionalism, and active listening.
Customer Service Representative - Work at Home
Alorica
Irvine, CA
09.2016 - 04.2018
- Provided calm, solution-focused service to customers in a remote work environment, enhancing their overall experience.
- Assisted customers by phone with inquiries regarding flexible spending accounts and health savings accounts to ensure understanding and satisfaction.
- Updated customer records accurately and escalated complex concerns to ensure timely resolution.
Lead CSR
Discount Depot Cleaners
Durham, NC
04.2014 - 11.2016
- Trained and coached new employees, enhancing job knowledge and service consistency.
- Collected customer feedback and recommended process improvements, enhancing service delivery.
- Answered inbound calls, assisted walk-in customers, created invoices, and managed order pickup and drop-off processes.
- Opened and closed store, managed daily paperwork, monitored supplies, and ensured organized customer service environment.
Data Entry Specialist, Accountant, Information Specialist/Team Lead, Membership and Billing Specialist
RTI International. RTI
Durham, NC
10.2005 - 12.2010
- Achieved proficiency in customer support, billing data entry, and administrative operations across healthcare and corporate sectors.
- Processed records accurately to enhance effective account management.
- Resolved account issues through thorough research of phone, email, and fax inquiries.
- Facilitated training and coaching sessions to elevate team performance and ensure compliance with reporting standards.
Education
MBA - Human Resources
Strayer University
Morrisville, NCBBA - Management
North Carolina Central University
Durham, NCSkills
- Customer service and support
- Call center operations
- Issue resolution and de-escalation
- Account management
- Data entry and recordkeeping
- Email and help desk support
- Training and mentoring
- Healthcare benefits assistance
- Remote work proficiency
- Microsoft Office suite
- Cognos analytics
- Phone systems management
- Zendesk expertise
Additional Credentials
Notary, Active, 10/27
Timeline
Customer Service Representative
LabCorp
04.2022 - Current
Intake Specialist
American Sexual Health Association
04.2018 - 12.2021
Customer Service Representative - Work at Home
Alorica
09.2016 - 04.2018
Lead CSR
Discount Depot Cleaners
04.2014 - 11.2016
Data Entry Specialist, Accountant, Information Specialist/Team Lead, Membership and Billing Specialist
RTI International. RTI
10.2005 - 12.2010
MBA - Human Resources
Strayer University
BBA - Management
North Carolina Central University