Saundra Parker
Phoenix,AZ
Summary
Experienced Professional Support Specialist with a proven track record in providing exceptional assistance and resolving complex issues. Highly skilled in troubleshooting, communication, and conflict resolution, with a strong focus on team collaboration and adapting to changing needs. Known for reliability, problem-solving abilities, and a customer-centric approach that consistently achieves results.
Overview
6
6
years of professional experience
Work History
Support Specialist
One Medical
07.2023 - Current
- Streamlined support procedures for quicker response times, resulting in higher client retention rates.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Managing and message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including but not limited to needs tied to insurance, billing inquiries, and appointment management
- Navigating and learning all things healthcare, including but not limited to medical records, authorizations, referrals, Scheduling and coordinating care among our members’ care partners like pharmacies, testing laboratories, specialists, and insurance
- Collaborate with providers and other operations team members to complete urgent tasks such as emergency triage.
- Use impeccable C-I-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) in all patient interactions and ensure a positive virtual (phone, messaging or in-system interaction) experience
- Master our technology suite including but not limited to Ring Central, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, in order to interact with team members and patients and complete daily work
Tier III Customer Support Supervisor
Aston Carter / Aerotek
12.2021 - 07.2023
- Currently working as a temporary associate for Aston Carter assigned as a customer support agent
- Responsible for resolving customer issues via chat and email functions
- Utilize Mytime, Salesforce, Amazon Connect, Snowbird, Outlook, Excel, and Word.
CSR Operator - Contract
McKesson
04.2021 - 12.2021
- Worked as a CSR operator for McKesson answering customer calls promptly and reducing on-hold wait times
- Extended excellent support for customer requests and tailored recommendations to address individual needs
- Investigated and resolved customer inquiries and complaints quickly, then recollected the data into computer programs and filing systems
- The information was then utilized for the pharmacy to reverse claims.
Front Office Supervisor
Renaissance Phoenix Downtown Hotel
08.2018 - 04.2021
- Responsible for creating the front office schedules ensuring the budgeted hours which includes; front desk, DTS, concierge/navigators, bellman, & club concierge aren't exceed.
- Responsible for scheduling school accommodation requests and coding in Mytime
- Fully trained to complete HR tasks; closed payroll weekly ensuring all time and forms were correct
- Supervisor for the department assisting with scheduling interviews and filling open positions in a timely manner
- Responsible for ordering access and uniforms for all new hires and current ambassadors
- Completed the 21-day forecast on a weekly basis to ensure all managers can properly schedule their teams
- Achieved first 100% Overall Engagement Score on Employee Engagement Survey in history of property
- Monitored same day selling and anticipated oversold dates to create action plans prior to the group arrivals
- Responded to Gallup alerts via phone and email, issuing e-bonus points if needed to resolve guest issues
- Utilized Mytime, People Portal, Outlook, Excel, Word, Power Point, PMS and Safe lok
- Received the highest amount of guest commendations for excellent service throughout all guest services for 2nd Quarter 2019.
Education
Certificate in Hospitality & Tourism Management -
Florida Atlantic University
Skills
- Salesforce
- PMS
- Support Services
- Helpdesk Operations
- Conflict Resolution
- Effective Communication
- Active Listening
- Customer Service Orientation
- Escalation Handling
- Problem Solving
- Time Management
- Network connectivity
Timeline
Support Specialist
One Medical
07.2023 - Current
Tier III Customer Support Supervisor
Aston Carter / Aerotek
12.2021 - 07.2023
CSR Operator - Contract
McKesson
04.2021 - 12.2021
Front Office Supervisor
Renaissance Phoenix Downtown Hotel
08.2018 - 04.2021
Certificate in Hospitality & Tourism Management -
Florida Atlantic University
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