Customer Service Representative

PORSCHE PARHAM

313-***-**** *************@*****.*** Dearborn Heights MI 48127

PROFILE SUMMARY

Dynamic and Seasoned Professional with over 10+ years of servicing experience. Accomplished in exceeding Service Level Agreements and adept at addressing complex payment and invoice queries. Demonstrates precision in research and consistently provides accurate responses to both internal and external stakeholders. Proven skills in mentoring, coaching, and budget management. Proficient in efficiently handling diverse issues, including medication refills, prescriptions, and billing inquiries. Eager to apply extensive Administration experience to drive impactful contributions to your company.

CORE QUALIFICATIONS

Adept communicator, able to articulate ideas clearly for effective interactions.

Skilled in optimizing processes, reducing costs, and boosting overall productivity.

Demonstrated adaptability and resilience, consistently delivering top-tier results in dynamic settings.

Proven ability to dissect complexities and implement efficient solutions as a masterful problem solver.

SKILLS & KNOWLEDGE

Quality Assurance

Financial Management

Training and Development

Data Research and Analysis

Customer Relationship Management

Active listening

Decision-making

Technical Proficiency

Record Management

Confidence & Motivation

Critical Thinking

Time Management

Collaborative Skills

Team Management

Strategic Leadership

MS Office

Adaptability

Multitasking

Communication

Problem Solving

PROFESSIONAL EXPERIENCE

Blue Cross Blue Sheild of Michigan, Detroit, MI Jun 2024 -Present

Customer Service Representative III

Assist CSRs with member and provider inquiries to meet service level agreements with key groups.

Pre-screen member and provider written inquires.

Assist with next level of support escalated calls.

Assist UAW union benefit reps with member inquiries and escalations.

Member of Rising Stars Work Group

Blue Cross Blue Sheild of Michigan, Detroit, MI Nov 2021 -Jun 2024

Customer Service Representative II

Follows department/corporate reporting policies and procedures requirements.

Performing job efficiently to help meet Service Level Agreements with MPSERS, SOM, and URMBT groups.

Providing accurate and timely responses via telephone and written correspondence to our internal and external customers.

Conducting internal and external research to identify and request necessary data for addressing inquiries from internal and external business partners.

Odd Vibe Enterprises LLC, Detroit, MI May 2021 - Present

Artist Manager

Trained, coached, and developed a team of artists.

Planned and set goals for future periods.

Monitored and controlled expenses and budgets to ensure adherence to financial goals.

Organized and handled tour logistics, including booking, marketing, and merchandising.

Ensuring accurate and timely processing of artist compensation.

Novixus Pharmacy Services, Novi, MI Feb 2021 - Nov 2021

Patient Care Specialist

Addressed payment and invoice questions.

Mentored new employees as part of the peer-to-peer mentoring program to improve efficiency

Assisted customers with various issues, including medication refills, answering prescriptions, and billing inquiries.

MedImpact Direct, Novi, MI Nov 2019 - Jan 2021

Patient Care Specialist

Addressed payment and invoice questions.

Assisted customers with various issues including but not limited to medication refill requests, answering prescriptions, shipment status, billing issues, and updating customer information.

MedImpact, Belleville, MI Aug 2017- Nov 2019

Call Center Customer Service Representative

Processed claims from patients and pharmacies.

Managed formularies to inform individuals about covered medications through their health plans.

Took inbound calls from pharmacies and patients, providing necessary information regarding medicines.

J & B Medical Supply, Wixom, MI Apr 2016 - Aug 2017

Call Center Customer Service Representative

Verified insurances.

Transferred calls based on caller requirements.

Maintained proficiency in all types of information handled by the call center.

Took inbound calls from individuals requiring medical supplies, providing necessary information.

Five Brothers Mortgage, Warren, MI Nov 2013 - Apr 2016

Customer Service Representative

Performed quality work within deadlines independently.

Acted as a liaison between the insurance adjuster and Five Brothers’ client.

Handled customer service, data entry, order processing, quality control, and billing.

Determined the Date of Loss (DOL) by reviewing inspection reports, photos, and damage reports.

Read and interpret reports submitted by contractors, relaying information promptly to the bank.

Entered and distributed to respective departments orders/files/ticklers from the Mortgage Company.

Net link, Madison Heights, MI Jul 2013 - Oct 2013

Quality Assurance Specialist

Acted as QA representative on project teams.

Monitored project compliance with standards, guidelines, and requirements.

Used a quality monitoring data management system to compile and track performance at the team and individual levels.

Participated in designing call monitoring formats and quality standards and provide trend data to the site management team.

EDUCATION

Health Care Administration Nov 2024 - Mar 2026

Colorado Tech University

Health Care Administration - Associates Degree Jan 2023 - Nov 2024

Colorado Tech University

Health Care Administration May 2015 - May 2022

Baker College, Flint MI

High School Diploma - General Studies, (GPA 3.75) Aug 2001 - Jun 2005

Martin Luther King High School, Detroit, MI

REFERENCE

Reference available upon request

Contact this candidate