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
1
1
year of post-secondary education
15
15
years of professional experience
Work History
Senior Quality Assurance Rep
Philadelphia Gas Works
Philadelphia, USA
12.2022 - Current
- Ensured timely completion of online service requests for customer convenience turn on/turn off service request
- Provided support to agents by answering questions and troubleshooting complex account issues with questions and handling complex accounts
- Completed supervisor callbacks for escalated issues.
- 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 supervisor
- Assist customer with account questions, resolving customer issues and recommending solutions
Special Customer Contact Rep
Philadelphia Gas Works
Philadelphia, USA
04.2022 - 12.2022
- Reviewed and processed documents received through email request
- Investigated and resolved customer inquiries and complaints quickly
- Trained new Customer Service Representatives on company policies, procedures, and best practices
- Reviewed and processed documents received through email request
Customer Service Representative
Philadelphia Gas Works
Philadelphia, USA
09.2015 - 03.2022
- Respond to 50+ incoming calls daily and evaluate information obtained from clients to determine eligibility for assistance; evaluate the need to make changes to client information such as address, income, and household information
- Conduct intake interviews with families to gather information regarding eligibility for public assistance programs such as Low-Income Home Energy Assistance Program (LIHEAP)
- Review customer's record and analyze payment history to negotiate payment arrangements
Insurance Inquiry Representative
Reimbursement Technologies, Inc.
Conshohocken, USA
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, USA
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
- Provided accurate and appropriate information in response to all calls and complaints expeditiously to ensure the provision of accurate information and service upon first contact
- Provided accurate and appropriate information in response to all calls and complaints expeditiously to ensure the provision of accurate information and service upon first contact
Education
Diploma - Health Administration
University of Phoenix
Phoenix, AZ 10.2024 - 08.2025
Associate of Arts - GED Prep Program
Ged
Philadelphia, PASkills
- Quality Assurance
- Performance Evaluation
- Call Monitoring
- Revenue cycle and regulatory compliance
- Insurance verification
- Billing and reimbursement
- Healthcare administration
- Medical terminology
- Scheduling
- Data entry
- Technical knowledge
- Problem solving
- Customer service
Certifications
- Certified billing and coding specialist(CBCS),National healthcare association- 2026
Timeline
Diploma - Health Administration
University of Phoenix
10.2024 - 08.2025
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
Associate of Arts - GED Prep Program
Ged