1. Doris Parrilla
3737 Domestic Avenue Unit 22
Naples, Florida 34104
239-571-1995
nycdee112@yahoo.com
Career Objective:
Seeking an opportunity as a Support Representative where my experience and personal dedication will be
an asset to my employer.
Experience:
Summit-Broadband Customer Service/ Front Counter, Marco Island, FL
October 2014 to Present
Assist Customers in adding, moving or changing services to include home phone, cable, or internet
services. Demonstrate consistent professionalism and effienciency in call center skills including resolving
customer questions, complaints, and billing inquiries with utmost courtesy and professionalism. Conduct
each request with the objective of retaining customer's business including offering additional alternative
solutions. Obtain a thorough knowledge of the company's practices, operations service offerings and
promotions. Provide Tier 1 Technical Support, utilize empowerment to resolve reported problems while
maining work productivity with little to no supervision.
The satisfaction in not only providing peace of mind to Customers knowing their concern is addressed, but
also settling those concerns with positive understanding those concerns with Customer Education
thereby saving them valuable time in the future.
Schumacher Group Lafayette, LA Tier3Health – Collector
February 2012 – May 2013
Communicate with patients by telephone (inbound and outbound) to bring resolution to unpaid accounts
following FDCPA guidelines. Verify account information and processed credit card payments over the
phone. Provide thorough, efficient, and accurate account updates on patient electronic files. Counseled
patients on delinquent accounts, in finding funds to meet debt obligations. Research billing issues and
misapplied payments. Demonstrate effective skip tracing techniques by locating patient contact
information. Negotiate and follow up to ensure that payment arrangements were made/or upheld to bring
debt to a $0. Provide feedback to management concerning possible problems or areas of improvement.
Little River Medical Center Little River, South Carolina Centralized Scheduler
May 2011 - December 2011
The Central Scheduler is responsible for answering phones, scheduling medical appointments for all six
centers, from registration of patients, to reminding patients of overdue balances. I confirmed both
medical and dental appointments. Demonstrated the ability to establish, maintain a effective productive
repore with staff, management, and patients. Adhering to both Patient & Center confidentiality; as well as
Code of Compliance at all times as required by HIPPA while informing patients of our sliding fee program. I
remained courteous but tactful, caring yet maintained diplomacy, professionalism.
AT&T Mobility Fayetteville, North Carolina Customer Service/Coordinator
March 1992 - May 2011

2. This position was held to high standards in recording and maintaining of data and reports, maintained
accuracy in headcount reporting, organizational alignment & system administration within Nortel
Networks- SMI Symposium and IEX Totalview databases. The primary focus for this position was overall
ownership of service level and Average speed of answer in the center, communicated call statistics and
results while recommending solutions as necessary. Proactively interacted with all levels of Management,
to include; Call Center Site Director, Area Managers, Supervisors, Coaches and Representatives.
Effectively managed and maximized call routing, to align with call distribution within daily schedules,
accurately forecast staffing requirements to meet service level goals, performed daily real-time
monitoring. Accountable for continuous improvement, shift alignment, analyzing processes, trends,
historical data and implementing changes, providing helpdesk support for internal users of the Call
Center, maintained accuracy of all agent login information, compliance of call center practices, processes
and policies relating to vacation process management, FMLA, disability, attendance, scheduling,
documentation and employee file maintenance.
AT&T Mobility Lake Mary, Florida Technical Support Specialist
Responsible for communicating with customers by isolating, analyzing, issue while interfacing and
communicating with RF and Field Engineers to system problem(s), Reads and comprehends technical
manuals and circuit diagnostics. Able to troubleshoot, interfaced via terminal emulations with various
cellular switches to perform analysis in order bring a resolution to a Network issue. Monitored system
performances via remote equipment. Have the ability to work a variety of software applications at one
time.
AT&T Mobility Lake Mary, Florida Asst. Customer Ops Manager
Responsible for job functions within the Customer Service area, from the Point of Prospective initiation of
Contact with the Distribution Channel until the Customer no longer Subscribes to the service. Received
Intensive Incoming calls via ACD related to Service and Equipment through Customer Operations. Able to
process Several Tasks at Once with the Ability to Coordinate and Organize Effectively.
AT&T Mobility Lake Mary, Florida Retention / Customer Care Representative
Responsible for Saving Potential Lost Revenue from Clients requesting to terminate their Cellular
Accounts due to any reason for example a Billing Issue, Competitor Offer, or Life Style Change. Able to
find a Resolution to the Issue and Protect the Company's Revenue. Submitted Spreadsheets for Tracking
Purposes Daily. Processed orders to close accounts, issued adjustments to finalize billing. (Contact
Roderick Freeman Id # 11186, Supervisor's Phone: 1-800-367-5690).
Paetec Corporation (US LEC) Charlotte, North Carolina NOC Analyst Tier 1
July 2005 - December 2006
Answer all incoming calls within 20 seconds or less to meet PSC requirements. Processed customer
trouble reports on service repair issues. Acquired detailed information, initial troubleshooting via phone
from the customer, documented trouble ticket; for further analyzing and resolution. Input all trouble ticket
information into trouble ticket databases Remedy & TBS. Immediate dispatch to Operations on all out of
service conditions (completely downs). Updating all completely down customers on the status of their
trouble every 30 minutes to an hour to the customer. Track and escalate as required to Operations
Management on completely down troubles. Close out trouble tickets with the customer’s approval.

3. Handling very stressful situations with irate customers specifically on such issues as major outages
providing assurance that all is being done to resolve their trouble. (Contact Victoria Mitchell, Supervisor's
phone: 704-319-1457).
Park East High School, NY , NY Graduated 1/1979 H.S. Diploma
Fluent in Spanish and Portuguese
Miscellaneous: MS Windows, Outlook, Powerpoint, Office, Word, and Excel.