Doris Parrilla is seeking a support representative position where she can utilize her experience and dedication. She has over 20 years of experience in customer service roles, including positions at Summit Broadband, Golden Gate Family Clinic, Schumacher Group, Little River Medical Center, AT&T Mobility, and Paetec Corporation. She is bilingual in Spanish and Portuguese and has strong communication, problem-solving, and computer skills.

1. Doris Parrilla
Hardworking, dedicated, loyal, bilingual have a smile and sincere warmth in my voice.
Naples, FL 34104
nycdee112@yahoo.com - 910 587 9378
Seeking an opportunity as a Support Representative where my experience and personal dedication will be
an asset to my employer.
WORK EXPERIENCE
Customer Service/ Front Counter
Summit Broadband - 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 efficiency 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.
Front Desk Medical Receptionist
Golden Gate Family Clinic - Naples, FL - April 2014 to October 2014
Greeting Patients, Answering phone lines, Scheduling Patients, Check In via Electronic records, Checking Out
& Collect Payments, Verifying Patient Insurance Via Avality.
Bringing a smile onto a patients face, easing their hearts with assurance that are in good hands.
Bilingual, Efficiently using Eclinical Works 10, Energy & Enthusium, Excellent Customer Service Skills,
Reliability & Accountability, Committed to Learning & Growing, Self starter & Team Player, Great follow
through.
Contact Center Representative
Schumacher Group - Tier3Health - Lafayette, LA - February 2012 to May 2013
Communicate with patients by telephone (inbound and outbound) to bring resolution to unpaid accounts.
Provide thorough, efficient, and accurate account updates on computer files for each call made or received and
update records information about financial status of customer and status of collection effort. Transfer customer
calls to appropriate staff.
Demonstrate effective skiptracing techniques by locating patient contact information.
Negotiate with patients on options in regards to payment plans to bring bill to a $0.
Follow-up on customer inquiries not immediately resolved. Follow up with Patients to ensure that payment
arrangements that were made are upheld. Counsel delinquent account patients to assist in finding funds to
meet debt obligations. Research Billing issues and misapplied payments. Knowledge, understanding, and
compliance with policies and procedures. Provide feedback to management concerning possible problems or

2. areas of improvement. Make recommendations to implement improved processes. Perform other duties as
assigned by management. Verify account information and takes credit card payments over the phone.
Central Scheduler
Little River Medical Center - Little River, SC - May 2011 to 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 balances due. I placed reminder calls to both
medical and dental patients, in order to confirm their appointments. Demonstrated the ability to establish and
maintain a effective productive repore with everyone from staff to management and patients to the entire public.
While adhering to both Patient & Center confidentiality; as well as Code of Compliance at all times as required
by Hippa, informing patients of our Sliding fee Program and the necessary documentation necessary in order
to apply for the medical discount. I am able to perform each essential duty with the knowledge and skills
developed through effective ongoing training. I remain courteous but tactful, caring yet maintain diplomacy,
professionalism, a detailed oriented bilingual in both Spanish and Portoguese, and who possesses good
organizational skills, resourcefulness, able to handle multiple tasks . I am a self starter which enables me to
work in a team environment.
Customer Service/Coordinator
AT&T Mobility - Fayetteville, NC - March 1992 to May 2011
This position was held to high standards in recording and maintaining of data and reports, maintained accuracy
in headcount reporting and organizational alignment, system administration within Nortel Networks- SMI
Symposium and IEX Totalview databases, participation on the Resource Desk Team. 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 interact with Call Center
Site Director, Area Managers, Supervisors, Coaches and Representatives in order to effectively manage, gain,
maximize call routing, call handling efficiencies on daily schedules, accurately forecast staffing requirements
to meet service level goals and perform 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.
Technical Support Specialist
AT&T Mobility - Lake Mary, FL
Responsible for communicating with customers by isolating and analyzing problem(s) or system operations;
interfacing and communicating with RF and Field Engineers to system problem(s), Reads and comprehends
technical manuals and circuit diagnostics. Interface via terminal emulations with various cellular switches to
fix a problem. Monitors system performances via remote equipment. Ongoing technical support and services.
Have the ability to work a variety of software applications at one time. Able to troubleshoot and perform analysis
in order to perform resolution to issues.
Asst. Customer Ops Manager
AT&T Mobility - Lake Mary, FL
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.
Retention / Customer Care Representative
AT&T Mobility - Lake Mary, FL

3. 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. When
all Options have been Exhausted, I also process Orders to Close Accounts, Issue Proper Credits in order to
Finalize Billing. (Contact Supervisor: Yes, Supervisor's Name: Roderick Freeman Id # 11186, Supervisor's
Phone: 1-800-367-5690).
NOC Analyst
Paetec Corporation (US LEC) - Charlotte, NC
Answer all incoming calls within 20 seconds or less to meet PSC requirements. Serve as 1st Tier Technical
Support in taking customer trouble reports on service repair issues from US LEC Customer base. Acquiring
detailed information & initial troubleshooting on the phone with the customer and documents the 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 as requested by the
customer. Track and escalate as required to Operations management on completely down troubles. Close out
trouble tickets with the customer’s approval. 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
Supervisor: Yes, Supervisor's Name: Victoria Mitchell , Supervisor's Phone: 704-319-1457).
EDUCATION
High School Diploma in Business
Park East High School - New York, NY
January 1975 to January 1979
SKILLS
Fluent in Spanish and Portuguese; MS Outlook, Powerpoint, MS Office, MS Word, Excel.