Desiree Parkman
Customer Success & Operations Leader | 15+ Years in Retention Strategy, Call Center Optimization & Scalable Team Development
- Role
- Member Service Guide at Devoted Health
- Location
- Madison, AL, US
- LinkedIn followers
- 500 followers
About Desiree Parkman
Experienced Sales and Retention Team Lead with a demonstrated history of working in the telecommunications industry. Skilled in Customer Service, Coaching, Sales, Retention,Business Process Improvement, and Customer Satisfaction. Strong sales professional with a Bachelor\'s degree focused in Chemistry from Alabama Agricultural and Mechanical University.
Experience
Member Service Guide
Mar 2026 — Present
Provide personalized support to Medicare Advantage members by guiding them through healthcare benefits, coverage, and available services. Serve as a trusted resource for inquiries related to claims, prescriptions, providers, and care coordination, delivering accurate and timely information. Resolve 85%+ of member inquiries on first contact while maintaining 95%+ CSAT scores. Assist members with issue resolution, resource connection, and care navigation to improve overall outcomes. Ensure full HIPAA compliance while documenting interactions and consistently meeting quality, productivity, and SLA performance metrics in a fast-paced, member-focused environment.
Education
Alabama Agricultural and Mechanical University
Bachelor's degree, Chemistry
2004 — 2010
Skills
- Coaching
- Contact Centers
- Customer Experience
- Leadership Development
- Troubleshooting
- Team Leadership
- Customer Retention
- Customer Service
- Team Building
- Sales
- Business Analysis
- Performance Management
- Leadership
- Process Improvement
- Account Management
- Time Management
- Training
- Customer Satisfaction
- Workforce Management
- Call Centers
- Telecommunications
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