Customer Service Technical Support

Trusea Parrish

Dallas, Texas ******.*******@*******.*** 405-***-****

Summary

Highly empathetic and customer-focused professional with a robust background in customer service and technical support, deeply committed to advocating for and empowering customers. Possesses over 15 years of experience, including significant exposure to healthcare workflows and the ability to translate complex technical concepts into clear, customer-friendly explanations. A proactive problem-solver with strong critical thinking skills, adept at independent assessment and solution determination. Proven collaborator, excellent at time management, and meticulous with details, consistently delivering high-quality support in fast-paced, dynamic environments.

Skills

* Customer Advocacy & Support: Empathetic Communication, Active Listening, Customer Empowerment, Multi-channel Support, Conflict Resolution, Technical Troubleshooting, Case Management

* Healthcare & Technology: Revenue Cycle Management (RCM) Principles, Electronic Health Records (EHR) Concepts, Healthcare Workflows, Prescription Benefits, Claims Processing

* Problem Solving & Organization: Critical Thinking, Proactive Problem-Solving, Detail-Oriented, Time Management, Self-Direction, Prioritization, Data Entry & Documentation

* Software & Systems: CRM Systems (e.g., [Mention any specific CRMs you've used beyond general computer systems]), Ticketing Systems (e.g., [Mention any you've used]), Microsoft Office Suite. Consider adding: "Familiarity with Intercom, Salesforce, and Jira principles." Experience

United Health Group August 2016 - May 2024

Customer Service Agent

* Advocated for and empowered customers by thoroughly explaining complex benefit eligibility, prescription plans, and formulary details, translating technical healthcare concepts into easily understandable terms.

* Managed a high volume of incoming calls, proactively identifying and resolving issues related to prescription status, order discrepancies, and claims inquiries within established healthcare workflows.

* Collaborated effectively with pharmacies and physicians to facilitate prescription orders and reorders, ensuring seamless patient care and streamlined communication.

* Maintained detail-oriented documentation of all customer interactions and resolutions in computer systems, ensuring accuracy and comprehensive record-keeping.

* Demonstrated excellent time management and self-direction in prioritizing and managing a diverse range of customer inquiries, consistently meeting service level agreements. Hertz Corp. March 2012 - March 2016

Billing Specialist/AAA Agent

* Provided exceptional customer correspondence, utilizing strong critical thinking skills to research discrepancies, make adjustments, and resolve complex billing and rental transaction inquiries.

* Contributed to departmental effectiveness by meticulously managing workload and upholding service standards, showcasing excellent time management and self-direction in a high-volume environment.

* Navigated multiple complex internal systems (e.g., STARS, GAR, ASAP, Carrent, Carisma) to accurately research and resolve customer issues, demonstrating adaptability and attention to detail.

Sprint September 2002 - June 2009

Customer Service Representative III

* Provided comprehensive technical support, troubleshooting complex customer device and PC issues to achieve prompt resolutions.

* Accessed customer accounts and systems to diagnose problems and implement solutions, consistently delivering effective problem-solving and support.

* Maintained accuracy while collecting and posting payments to customer accounts. Military Service

US Army January 1990 - March 1993

Education

Platt College

Pharmacy Technician/Assistant

* Gained foundational knowledge in pharmacy operations, patient care, and medical billing principles, providing insight into healthcare workflows and the lifecycle of patient information, relevant to EHR concepts.

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