Shakira Parker
Philadelphia,PA
Summary
A highly motivated customer service representative with 9+ years of experience in maintaining a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Committed to addressing customer concerns while providing executive level support in challenging, fast-paced environments. Seeking a full-time position in an organization where I am able to offer comprehensive support to contribute to the growth and success of the company.
Overview
13
13
years of professional experience
Work History
Senior Quality Assurance Rep
Philadelphia Gas Works
Philadelphia, PA
12.2022 - Current
- Complete online turn on/turn off service request
- Assist agents with question and handle complex accounts
- Complete supervisor call backs as assigned.
- Listen to and evaluate recorded calls and completed call monitoring forms
- Work closely with the supervisors and oversee the PM team in the absence of a superviso
- Assist customer with account questions, resolving customer issues and recommending solutions
Special Customer Contact Rep
Philadelphia Gas Works
Philadelphia, PA
04.2022 - 12.2022
- Reviewed and process documents received through email request
- Managed high-volume inbound calls, prioritizing urgent matters for immediate attention.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new Customer Service Representatives on company policies, procedures, and best practices
Customer Service Representative
Philadelphia Gas Works
Philadelphia, PA
09.2015 - 03.2022
- Respond to 50+ incoming calls daily and evaluate information obtained from clients to determine eligibility for assistance; evaluating the need to make Changes client information such as address, income, and household information
- Review customer’s record and analyze payment history to negotiate payment arrangements
- Conduct intake interviews with families to gather information regarding eligibility for public assistance programs such as Low-Income Home Energy Assistance Program (LIHEAP)
Insurance Inquiry Representative
Reimbursement Technologies, Inc.
Conshohocken, PA
04.2015 - 09.2015
- Recovered over 70% of accounts assigned monthly by making 250 calls per week to debtors in financial hardship to provide compromising payment solutions on behalf of medical care providers
- Investigated and resolved outstanding credit balances on accounts receivable; spoke with providers (Primary and Specialty) to manage authorizations, claims and appropriate follow-up for appeals and policy reinstatements
- Assisted policyholders with questions regarding explanation of benefits, monthly premiums, billing, coding and payment options to ensure medical professionals were paid
- Typed memos, correspondence and other documentation to ensure questions were immediately addressed
Customer Service Representative | Receptionist
LogistiCare Solutions
Philadelphia, PA
12.2011 - 04.2015
- Answered between 70-100 calls a day to assist eligible riders ages 18-70+ with convenient, cost-effective, safe and reliable transportation to and from medical appointments
- Coordinated with drivers to schedule pick-ups and drop offs to ensure 100% customer satisfaction
- Prioritized and organized daily schedules to meet customer requirements and manage customer service database, supply tracking and driver information
- Provided accurate and appropriate information in response to all calls and complains expeditiously to ensure the provision of accurate information and service upon first contact
Education
GED Prep Program -
Temple University
Philadelphia, PACertificate Of Completion - Health Management /medical Record
University of Phoenix
Phoenix, AZSkills
- Technical knowledge
- Quality Assurance
- Call Monitoring
- Performance Evaluation
Timeline
Senior Quality Assurance Rep
Philadelphia Gas Works
12.2022 - Current
Special Customer Contact Rep
Philadelphia Gas Works
04.2022 - 12.2022
Customer Service Representative
Philadelphia Gas Works
09.2015 - 03.2022
Insurance Inquiry Representative
Reimbursement Technologies, Inc.
04.2015 - 09.2015
Customer Service Representative | Receptionist
LogistiCare Solutions
12.2011 - 04.2015
GED Prep Program -
Temple University
Certificate Of Completion - Health Management /medical Record
University of Phoenix