MARSHA PARSONS

**** ****** **

RENO, NV *****

HOME: 775-***-****

CELL: 859-***-****

EMAIL: acbaou@r.postjobfree.com

WORK EXPERIENCE

Oct 2013 / Nov 2013 WEST CORP - RENO, NV - AT&T TECH

SUPPORT.

Fast pace call center.

Single point of contact for inbound and outbound telecommunication

and data services.

Reviewed and explained customers bills while resolving balance

discrepancies.

Resolved customer escalations for satisfactory service. Focused on

customer

satisfaction.

SYSTEM APPLICATIONS

USES - Clarify, Telegence, Phoenix, People Soft, LSO, Blackberry

Provisions Tool,

Microsoft Office. Google

OCT 2011 / AUG 2013 FIRSTSOURCE INC - FLORENCE, KY

- PATIENT REPRESENTATIVE

Administered and

reviewed health benefits for the client to ensure 100% accuracy when

applying for Medicaid,

Social Security Disability. Instructed clients on products and

services

with Government

process for Medicaid, Social Security Disability. Maintained accurate

documentation on all

clients. Reviewed hospital billing to ensure accuracy.

SYSTEM APPLICATIONS

USES - Health Tec Trilogy, i care, Eclipse, Microsoft Office, Google,

email

FEB 2011 / OCT 2011 CONVERGYS - FLORENCE, KY -

CUSTOMER SERVICE REPRESENTATIVE

Analyzed incoming

electronic service orders for accuracy. Single point of contact for

inbound

telecommunication.

Measured 90% accuracy for data entries into call tracking database

system. Projected

daily workload. Interfaced with various departments to ensure

orders completed and

processed in a timely manner. 100% first call resolution in fast paced

call center. Exceeds

minimum average call handle time. Worked exclusively for AT&T.

SYSTEM APPLICATIONS

USES - CSP, Ticket No, Metcalf, IT Services, Microsoft office, word

pad,

email, I pay.

MAR 2010 / FEB 2011 ALLIANCE DATA - MASON, OH -

RECOVERY SPECIALIST

Fast pace call center

specialized in processing of accounts that were 120 days old or older.

MAR 2007 / NOV 2010 QUILT BUG - LAWRENCEBURG, IN -

SALES ASSOICATE

Ensured customers

satisfaction when purchasing fabric, tools, patterns. maintained stock

and

inventory. reserved

reservations for classes. set up and tear down and work quilt shows.

SYSTEM APPLICATIONS

USES - QuickBooks POS system

MAR 1997 / DEC 2008 ARGOSY CASINO - LAWRENCEBURG, IN -

REGULATORY COMPLIANCE MANAGER

Interpreted and created

company goals and polices in accordance with state and federal

laws. Mitigated

between employee and employer to resolve disputes. Instructed peers on

new promotions,

products, and services. Maintained spreadsheets for incoming and

outgoing

workflow. Maintained

payroll. Obtained new software to ensure workflow on casino floor to

be accurate. Interfaced

with various departments to ensure accuracy and understanding of

casino process.

SYSTEM APPLICATIONS USES

- New Wave, Microsoft office, Email, Google, Lotus

EDUCATIONAL BACKGROUND

2005 INDIANA UNIVERSITY, BLOOMINGTON, IN

BACHELORS DEGREE IN SCIENCE

BUSINESS MANAGEMENT

GRADUATED CUMLAUDA OF MY CLASS.

2003 IVY TECH COMMUNITY COLLEGE,

LAWRENCEBURG, IN

ASSOCIATES DEGREE IN SCIENCE

ACCOUNTING

1979 WOOSTER HIGH SCHOOL, RENO, NV

GENERAL STUDIES

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