Tony Parham
Office Administrator
Mesa,AZ
Summary
Seeking a data entry position and possible work from home position. Experienced professional bringing 25+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Address all concerns in a calm, level-headed to the situation. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
22
22
years of professional experience
Work History
Customer Care Representative
National General Insurance
Mesa, AZ
04.2019 - 04.2020
- Defused customer concerns with exceptional conflict and problem resolution skills
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
- Managed approximately 40 incoming calls, emails and faxes per day from customers.
Unarmed Security Officer
Allied Universal
Mesa, AZ
10.2017 - 04.2019
- Directed guests around building and answered accessibility questions
- Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on premises
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas
- Completed full building and grounds patrols every two hours to spot and investigate concerns
- Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect building, assets and individuals
- Responded quickly to incidents and assessed active situations for security concerns
- Completed all required reports daily and weekly, along with data entry.
- Navigated difficult situations, employing calm and level-headness.
Personal Care Giver
At Home Care
Mesa, AZ
10.2016 - 10.2017
- Maintained clean personal areas and prepared healthy meals to support family member's nutritional needs
- Offered social support by transporting family member to events and activities, in addition to medical appointments and shopping trips
- Helped family member plan healthy meals, purchase ingredients and cook meals to provide adequate nutrition
- Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping
- Maintained clean, safe and well-organized environment
Customer Service Specialist
Bridgecrest
Mesa, AZ
05.2016 - 10.2016
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer solutions.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Customer Service Representative
Optum RX
Tempe, AZ
04.2015 - 04.2016
- Communicated with vendors regarding back order availability, future inventory and special orders
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Responded to customer requests for products, services and company information
- Consulted with outside parties to resolve discrepancies and create effective solutions
Supervisor
Ross
Chandler, AZ
05.2013 - 10.2015
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Developed training, task and process guidelines and communicated clear and concise directions to employees
- Measured team performance and reported metrics to leadership team members
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations
- Identified individual employee’s unique work styles and adapted management methods
- Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
Customer Service Associate
Lowe's
Chandler , AZ
01.2012 - 06.2013
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Managed customer relations and customer service through daily communication and interaction
Law Library Administration
Wayne County Sheriff's Department
Detroit, MI
09.1997 - 10.2010
- Researched relevant resources to assist members as needed, identified member representation needs, and troubleshot next steps to provide optimal support for member
- Initiated timely response to emails, voicemails and written correspondence
- Provided leadership vision, direction, development and maintenance of multiple complex and high priority contracts between company and business partners, vendors and suppliers
- Researched and analyzed information into briefing papers, reports and project papers
- Organized information by studying, analyzing, interpreting and classifying data
- Achieved client confidence and protected operations by keeping information confidential
- Operated within budgetary constraints, participated in development of annual budget forecasts and reconciliation of operating budget
Education
Bachelor of Arts -
University of Detroit Mercy
Detroit, MISkills
Organization and planning
Data Entry
Loan modifications
Complaint resolution
Creative problem solving
MS Office proficiency
Administrative support
Good listening skills
Quick learner
volunteer at Feed My Starving Children
My family and I make an attempt at least once a month to go and help pack food for hungry children across the world.
Timeline
Customer Care Representative
National General Insurance
04.2019 - 04.2020
Unarmed Security Officer
Allied Universal
10.2017 - 04.2019
Personal Care Giver
At Home Care
10.2016 - 10.2017
Customer Service Specialist
Bridgecrest
05.2016 - 10.2016
Customer Service Representative
Optum RX
04.2015 - 04.2016
Supervisor
Ross
05.2013 - 10.2015
Customer Service Associate
Lowe's
01.2012 - 06.2013
Law Library Administration
Wayne County Sheriff's Department
09.1997 - 10.2010
Bachelor of Arts -
University of Detroit Mercy