Open to opportunities

Nancy Parrilla

@nancyparrilla

Message

Bilingual customer service specialist with 20+ years in training and support.

United States

Message

What I'm looking for

I seek a role where I can use my bilingual customer-service and training experience, contribute to team success, and continue developing skills in benefits, billing, or claims within a supportive, growth-focused company.

I am a bilingual (English/Spanish) customer service professional with over 20 years of experience across healthcare, insurance, and contact center environments. I consistently meet and exceed performance metrics and have experience handling sensitive information, complex benefits questions, and first-notice-of-loss situations.

At CVS Health I work on the Center of Excellence Fertility team scheduling medication, resolving insurance and billing issues, and contributing to training efforts; I received six perfect 10 Medallia scores in a short period. In prior roles I set up auto and property claims for Allstate, supported SBA callers during the pandemic, and managed outbound donor and fundraising calls.

I bring proven training and team-lead experience from McDonald's, hands-on benefits verification and billing support, and a customer-first ethos focused on empathy, accuracy, and clear next-step communication. I am eager to grow with a company that values service excellence and continuous learning.

Experience

Work history, roles, and key accomplishments

Current

Pharmacy Specialty Rep

Current

CVS Health

Oct 2023 - Present (2 years)

Handle inbound patient calls for the Center of Excellence Fertility team to schedule medication, resolve insurance and billing issues, and meet departmental metrics while assisting in training and benefits verification.

Patient Scheduling Insurance Verification Billing Customer Service Training Payment Processing Problem Solving

Customer Service Representative

LiveOps

Feb 2015 - Oct 2023 (8 years 8 months)

Answered inbound calls for multiple clients including First Notice of Loss for Allstate and SBA support, setting up claims, guiding callers through next steps, and adhering to state regulations while meeting client metrics.

Claims Processing Empathy & Compliance Multiclient Support

Customer Service Representative

DonorLogix

Mar 2014 - Feb 2015 (11 months)

Conducted outbound and inbound outreach to blood donors to schedule donations and coordinated with hospitals and offices regarding events and hours.

Outbound Calling Scheduling CRM Relationship Management

Customer Service Representative

ACD Direct

Oct 2013 - Mar 2014 (5 months)

Handled inbound donor and donor-support calls for organizations such as PBS, ASPCA, UNICEF, and WWF, processing donations and donor information while meeting campaign metrics.

Donor Relations Data Entry

Customer Service Representative

LiveOps

Oct 2012 - Mar 2014 (1 year 5 months)

Provided customer support for multiple clients (Allstate, Pizza Hut, ProFlowers), handled sensitive payment information, and consistently met or exceeded client performance metrics.

Payment Processing Multiclient Support Bilingual Support Data Entry

Customer Service Team Lead

McDonald's Corporation

Jun 2003 - Nov 2006 (3 years 5 months)

Supervised a team of five customer service reps, managed schedules, performance reviews, escalations, and conducted interviews while preparing routine performance reports.

Team Leadership Performance Management Scheduling Customer Escalation Reporting Interviewing

Customer Service Representative

McDonald's Corporation

Mar 2000 - Jun 2003 (3 years 3 months)

Handled employee inquiries regarding payroll, benefits, Profit Sharing and 401(k), managed after-hours voicemails, and supported both English and Spanish-speaking employees.

Employee Support Payroll Benefits Administration Bilingual Support Voicemail Support Retirement Plan Assistance