SHERETHA PARAMORE
Dallas,GA
Overview
17
17
years of professional experience
Work History
Level II Customer Advocate
Delta Dental Inc
Alpharetta, GA
07.2024 - Current
- Handle moderately complex patient inquiries regarding benefits, claims status, eligibility, and treatment plans, requiring a deeper understanding of dental insurance policies, while still providing excellent customer service and resolving issues efficiently
- Analyze and respond to complex telephone and written inquiries regarding eligibility, benefits, claims status, policies, and procedures to office professionals, groups, covered members, and brokers, providing superior customer service at all times
- Expediently access reference materials to analyze and determine appropriate responses to inquiries, ensuring timely, one-call resolution is achieved whenever possible
- Utilize contact tracking functionality to follow up on open calls and ensure resolution is achieved within agreed-upon standards
- Analyze and interpret dental claims to verify the accuracy of billing codes, treatment procedures, and patient eligibility, addressing any discrepancies with providers and patients
- Document each customer encounter or resolution in the appropriate computer tracking system
Client Services Specialist
Connect Powered by American Family
De Pere, WI
09.2020 - 08.2024
- Serve as first point of contact for clients needing assistance with businesses' products and services
- Manage client inquiries by phone, email, online, or in person, maintain client records, and address client complaints
- In addition to providing clients with technical product information and general assistance regarding routine service issues
- Implement consultative service techniques to attract, retain, and upselling insurance products and ensure excellent customer experience
- Provide information to clients and work with appropriate internal partners to resolve any outstanding inquiries or complaints
- Process routine service transactions or resolve accounts
- Service casework, initiated by web-based or paper forms utilizing computer applications promptly to meet or exceed service goals
- Interact directly with customers, predominately via a high-volume, inbound phone queue, to provide accurate and immediate solutions to routine transaction and service requests
Tax Expert/Enrolled Agent
Intuit Inc
San Diego, California
08.2020 - Current
- Identify potential tax credits and liabilities and promptly file accurate and complete returns
- Complete tax forms by policies and in compliance with legislation and regulations
- Prepare, process, and maintain paperwork related to all aspects of the accounting cycle, culminating in the preparation and filing of tax returns
- Confirm the accuracy of records and documents related to tax reporting and preparation
- Maintain written and oral communications between the company and all relevant vendors and regulatory agencies
- Review financial records such as income statements and documentation of expenditures
Technical Support Team Lead
ASURION@Home
Nashville, TN
09.2018 - 09.2020
- Escalated point of contact for clients in resolving technical support-related inquiries on all of Asurion's platforms, assessing and resolving end-user questions to deliver world-class technical support to Asurion's dynamic and growing customer base
- Conduct employee weekly huddle meetings, and knowledge sharing for improvement in service quality and advancement of team capability
- Utilize remote software to troubleshoot and install company software, verifying customer configurations aligned to company standards, ensuring efficient use
- Analyze routine and non-routine issues with wireless equipment, software applications, and network performance to identify the root cause, which may require follow-up and/or escalation to a higher level of expertise
Customer Service /Training Professional
Just Press One@Home Inc
Fountain Valley, California
09.2016 - 07.2019
- Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success
- Proven ability to establish rapport with clients and exceed customer expectations
- Effectively resolve customer concerns and de-escalate issues by implementing appropriate solutions/alternatives within company guidelines to ensure resolution
- Answer inbound calls regarding existing and new accounts for scheduled or canceled appointments
- Foster positive client relations, managing inquiries, and promptly directing customer complaints to relevant departments
- Identifying potential client services concerns and facilitating proactive intervention steps
Customer Service Representative
Teletech@home
Englewood, Colorado
08.2014 - 04.2017
- Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success
- Proven ability to establish rapport with clients and exceed customer expectations
- Answer inbound customer calls regarding existing and new accounts for repair or replacement of Apple products, mobile devices, computers, and Home Theater equipment
- Act as an Ambassador for clients by building rapport, providing product support, and educating throughout the call
- Escalate service issues internally and document all complaints per corporate standards
- Config and troubleshoot device technical issues and provide resolutions by using available resources
- Adhere to call flow methodology to retain and improve customer satisfaction
Independent Contractor Lead Caregiver
HOME HEALTH AIDE
Tallahassee, Florida
12.2013 - 11.2017
- Provide personal care activities in a gentle manner that maximizes resident independence and dignity in a home-like environment
- Monitored and evaluated daily call volume for new potential home health aide applicants
- Assisted clients in understanding their needs and requirements regarding their care
- Planned and designed nutrition requirements of patients as per their conditions and monitored eating habits and arranged for diet/menu as prescribed by the doctors
- Provided cleanliness and healthfulness of the patients and their environment in the best possible manner
- Assisted the patients in outside traveling such as medical appointments and personal business as needed
Administrative/HR Assistant (Temp Position)
ACTIVE MINERALS
Quincy, Florida
05.2010 - 10.2012
- Responsible for performing a variety of administrative and staff support duties for a specified department, which require a range of knowledge and skills of organizational procedures and policies
- Provide full secretarial support in all areas of the accounting/administrative department utilizing organizational skills, prioritizing & expediting the flow of work i.e., customer service, shipping, mail processing/distribution, courier, fax, and reception area
- Update and maintain accounting records, including - expenditures, receipts, invoices, accounts payable and receivable, and profit and loss
- Verified credit inquiries and creditworthiness, processed purchase orders, followed up with credits and resolution of invoicing discrepancies
Office Manager (Temporary Position)
WINTON ENGINEERING
Tallahassee, Florida
04.2008 - 12.2009
- Assist business clients/shareholders in achieving success by providing administrative services to company executives on matters such as productivity, profitability, and plans for company growth
- Recruited, advertised, created job requisitions, phone-screened applicants, scheduled interviews, conducted in-person interviews, completed reference checks, made job offers, coordinated background checks and drug tests, onboarded new hires, and performed new hire orientations
- Analyzed and organized office operations and procedures such as preparation of payroll, information management/filing systems, requisition of supplies, and other clerical services
- Maintained employee personnel files, termed files, I-9 files, and other documentation
Timeline
Level II Customer Advocate
Delta Dental Inc
07.2024 - Current
Client Services Specialist
Connect Powered by American Family
09.2020 - 08.2024
Tax Expert/Enrolled Agent
Intuit Inc
08.2020 - Current
Technical Support Team Lead
ASURION@Home
09.2018 - 09.2020
Customer Service /Training Professional
Just Press One@Home Inc
09.2016 - 07.2019
Customer Service Representative
Teletech@home
08.2014 - 04.2017
Independent Contractor Lead Caregiver
HOME HEALTH AIDE
12.2013 - 11.2017
Administrative/HR Assistant (Temp Position)
ACTIVE MINERALS
05.2010 - 10.2012
Office Manager (Temporary Position)
WINTON ENGINEERING
04.2008 - 12.2009
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