Customer Service Digital Marketing

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Amber Parham

SKILLS

Effective Communication

Written & Verbal Communication

Active Listening Skills

Welcoming Pleasant Demeanor

Time Management & Organized

Multitasking & Detail-Oriented

Leadership & Team Management

Innovative Problem Solver

Effective Under Pressure

Flexible & Adaptable

Collaboration & Critical Thinking

Self-Motivated & Dependable

Emotional & Cultural Intelligence

High Level of Professionalism

Judgement & Decision Making

Empathetic & Values Integrity

Microsoft Office (Word, Excel,

Outlook, PowerPoint, &

SharePoint

Seasoned professional with 16 years of experience seeking a Claims role; adept in claims processing, documentation, and vendor performance monitoring from tenure as Default Claims Specialist.

Skilled in customer service, problem resolution, and communication, with a strong ability to manage complex tasks efficiently.

Proven track record in ensuring accuracy and compliance within claims and post-sale activities. EXPERIENCE

Certified Nursing Assistant (CNA), Bridgewater – Indianapolis, IN JANUARY 2021 – JUNE 2024

Conducted essential daily living assistance, prioritizing comfort and client preferences. Maintained resident safety and promote well-being through vigilant oversight and responsive care.

Managed medication administration with strict adherence to healthcare guidelines and patient care plans.

CNA, CareStaff Partners – Indianapolis, IN AUGUST 2018 – JANUARY 2021

Provided comprehensive personal care, including assistance with bathing, dressing, and grooming, adhering to individualized care plans while maintaining resident safety conducting routine health monitoring tasks, such as collecting specimens, recording patient weights, and measuring vital signs. CNA, Around The Clock – Mooresville, IN AUGUST 2009 – PRESENT

Deliver high-quality personal care, ensuring adherence to individualized care plans that promote residents' dignity and independence.

Conduct essential daily living assistance, including bathing, dressing, and grooming, prioritizing comfort and client preferences.

Accurately record patient vital signs and collect specimens, contributing to the effective monitoring of resident health status.

Default Claims Specialist, Carrington Mortgage – Indianapolis, IN NOVEMBER 2016 – JULY 2018

• Conducted thorough daily reviews and follow-ups to ensure accurate and timely completion of all scheduled and outstanding steps in the foreclosure and claims processes, including post-sale activities.

317-***-**** ***********@****.*** Indianapolis, IN

317-***-**** ***********@****.*** Indianapolis, IN 2

• Managed comprehensive monthly reporting for various stakeholders, including investors, PMI, VA, and FHA, maintaining strict adherence to relevant guidelines and regulations.

• Monitored and evaluated vendor performance, reporting compliance issues to management, and maintained meticulous documentation and imaging of claims to support HUD audits. Default Claims Specialist, Elwood Staffing – Indianapolis, IN JUNE 2016 – NOVEMBER 2016

• Compiled and verified accuracy of financial claims, ensuring worksheet balances and adherence to established protocols.

• Managed documentation processes, including the retrieval and accurate entry of information from various online sources to complete claim files.

Customer Service Representative, BCForward – Indianapolis, IN MARCH 2015 – OCTOBER 2015

Analyzed and resolved customer requests by adhering to established guidelines, directing issues to the appropriate department when necessary.

• Addressed inquiries regarding claims, eligibility, and billing information, ensuring accurate and prompt responses to both providers and members.

• Demonstrated effective time management skills, working autonomously and collaboratively within a team to maintain a positive and confident service demeanor. CNA, The Mentor Network – Indianapolis, IN NOVEMBER 2014 – MAY 2015

Delivered compassionate care and support to adults with disabilities, ensuring their daily living needs were met with dignity.

• Managed medication administration, maintaining strict adherence to healthcare guidelines and patient care plans.

Claims, Smart IT – Indianapolis, IN AUGUST 2013 – JUNE 2014

Addressed and resolved provider inquiries regarding Medicare claim filings, utilizing CPT, HCPCS, and ICD-9 coding systems to ensure accuracy and compliance.

• Maintained consistent, high-quality customer service, promptly addressing issues and communicating case status updates to ensure thorough and satisfactory resolution.

• Demonstrated exceptional multi-tasking abilities in a high-volume call center environment, effectively prioritizing tasks while navigating multiple software applications to enhance customer experience. Customer Service Representative, Healthcare Support – Carmel, IN NOVEMBER 2011 – JULY 2013

Effectively addressed and resolved customer inquiries, complaints, and billing issues, ensuring accurate and timely solutions and enhanced customer satisfaction by providing prompt service and assistance, and actively seeking customer feedback for service improvements.

• Collaborated with team members to maintain a respectful, trust-based service environment, while upholding organizational values and demonstrating strong communication skills. Customer Service Representative, AT&T Internet Services – Indianapolis, IN OCTOBER 2007 – OCTOBER 2010

Addressed and resolved a wide range of customer inquiries, ensuring clear understanding and accurate capture of essential information to effectively troubleshoot internet service issues.

317-***-**** ***********@****.*** Indianapolis, IN 3

• Maintained professionalism during challenging interactions, promptly addressing customer needs and actively seeking feedback to enhance service quality and responsiveness. EDUCATION & CERTIFICATIONS

B.S. in Criminal Justice, Martin University – Indianapolis, IN 2013

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