Alfanae' Taylor
Katy
Summary
Customer Service Representative with over 17 years of extensive expertise in enhancing customer satisfaction and optimizing scheduling processes. Demonstrates a visionary approach in healthcare management, leveraging skills in medical terminology and administrative support to pioneer innovative solutions that elevate service delivery. Committed to fostering a dynamic team environment and advancing excellence in customer service through strategic problem-solving and collaboration
Overview
19
19
years of professional experience
2007
2007
years of post-secondary education
Work History
Housing Specialist
Allecca Consulting
Rancho Cucamonga
08.2025 - Current
- Collect and analyze data from various sources and effectively communicate your findings and insight to the client in verbal and written form.
- Review tenant files for compliance with the Housing Authority and HUD regulations.
- Collaborate with project team members to share and further develop our offerings in the subsided housing industry.
- Maintained accurate case files and documentation for compliance purposes.
- Verified assets and income for applicants.
- Maintained accurate and confidential client records, including case notes and financial documents.
Healthcare Customer Service Representative
Navitus/ Celerity
Katy
10.2024 - 06.2025
- Maintained client confidentiality according to HIPAA regulations at all times.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Delivered high-level customer support to members and providers regarding eligibility, claims and benefits
- Identified and resolved systemic issues, recommending effective solutions
- Delivered exceptional customer service, addressing patient questions and concerns
- Input patient demographic and insurance data into electronic medical records
- Handled patient inquiries via phone and email, scheduling appointments and verifying insurance
- Educated patients on policies and procedures, providing exceptional service and support
- Ensured compliance with all regulatory requirements as they relate to healthcare services provided by the organization
- Utilized problem-solving techniques to resolve customer complaints and issues quickly and efficiently
CUSTOMER SERVICE REPRESENTATIVE 2
Cigna
Houston
08.2023 - 06.2024
- Maintained confidentiality of patient, employee, and company information in line with policies and regulations.
- Accesses and fulfilled caller needs, providing education on important policies and procedures.
- Identified and resolved systematic issues, recommending effective solutions.
- Delivered exceptional customer service, addressing patient questions and concerns.
- Verified patient insurance eligibility and coverage.
- Managed patient recoil compliance with HIPPA regulations.
- Input patient demographics and insurance data into electronic medical records.
- Resolved customer complaints through effective communication and problem-solving techniques.
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Kelsey-Seybold Clinic
Pearland
05.2022 - 05.2023
- Maintained confidentiality of patient, employee, and company information in line with policies and regulations
- Assessed and fulfilled caller needs, providing education on important policies and procedures
- Identified and resolved systemic issues, recommending effective solutions
- Delivered exceptional customer service, addressing patient questions and concerns
- Verified patient insurance eligibility and coverage
- Managed patient records in compliance with HIPAA regulations
- Input patient demographic and insurance data into electronic medical records
- Handled patient inquiries via phone and email, scheduling appointments and verifying insurance
- Maintained patient records and ensured compliance with HIPAA regulations
- Educated patients on policies and procedures, providing exceptional service and support
- Ensured compliance with all regulatory requirements as they relate to healthcare services provided by the organization
- Utilized problem-solving techniques to resolve customer complaints and issues quickly and efficiently
CUSTOMER SERVICE REPRESENTATIVE
Houston Housing Authority
Houston
08.2018 - 12.2021
- Communicated with housing participants and landlords, addressing and resolving issues efficiently
- Collaborated with colleagues via email to follow up on requests and relay information outside the CSR scope
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Adhered to company policies and procedures while providing superior service
- Met daily customer service quotas with a focus on quality
- Resolved tenant inquiries through effective communication and active listening.
RECEPTIONIST
Goodwill Healthcare Services
Stafford
01.2017 - 12.2017
- Greeted visitors and provided knowledgeable assistance
- Scheduled appointments and maintained client records
- Ensured reception area was clean and welcoming, creating a positive first impression
- Answered phones professionally in accordance with organizational protocols
- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions
PSE CLERK
United States Postal Service, USPS
Humble
11.2016 - 01.2017
- Maintained accurate records of all incoming calls, messages, and visitors
- Sorted mail and operated processing equipment
- Resolved customer inquiries and maintained records
- Demonstrated flexibility in a high-volume environment, adhering to business procedures
- Processed incoming and outgoing mail efficiently and accurately.
- Sorted mail by size, shape, and delivery route.
- Scanned documents for mailing purposes and generated labels for outgoing items.
PATIENT CARE ASSISTANT/MEDICATION AIDE
Brookdale Assisted Living
Houston
03.2015 - 11.2016
- Assisted patients with daily activities and maintained records of food and liquid intake
- Scheduled appointments and managed patient records
- Provided direct patient care and support
- Participated in multi-skilled activities, supporting patient-centered approach to achieving desired outcomes
- Communicated effectively with families regarding resident well-being.
- Maintained cleanliness and safety of resident living areas.
- Provided assistance to nurses and other healthcare professionals in the delivery of patient care.
- Reported any changes in patient condition to the supervising nurse immediately.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
ADMINISTRATIVE ASSISTANT
Reed Elsevier
Houston
07.2014 - 02.2015
- Provided administrative support, handled correspondence, and maintained records
- Scheduled meetings and appointments, ensuring efficient office operations
- Managed inventory and restocked supplies as needed
Environmental Services Housekeeper
MD Anderson Cancer Center Hospital
Houston
01.2014 - 07.2014
- Maintained cleanliness of patient rooms and common areas in a healthcare environment.
- Followed infection control protocols to ensure a safe hospital atmosphere.
- Utilized cleaning equipment and chemicals according to safety guidelines.
- Assisted nursing staff by promptly responding to cleaning requests and needs.
- Disposed of hazardous waste materials in compliance with regulations.
- Helped prevent spread of infections by sanitizing surfaces, furniture and equipment.
- Wiped down surfaces and refilled soap and hand sanitizer to prevent spread of germs.
- Kept trash cans empty by removing regularly from rooms, bathrooms and hallways.
- Dusted, swept and mopped to maintain clean, safe environment for clients.
- Disinfected public areas frequently and provided spot cleaning to maintain clean, welcoming atmosphere.
- Inspected all areas after completion of work to ensure that they were cleaned properly.
- Dusted furniture, pictures, window sills and other surfaces.
CUSTOMER SERVICE REPRESENTATIVE
ACS
Houston
10.2008 - 01.2014
- Ensured customer satisfaction through effective problem-solving and communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
Indexing Clerk
Harris County Juvenile Detention Center
Houston
01.2007 - 10.2008
- Monitor document index process, ensuring accurate data entry and retrieval , leading to enhance operational efficiency.
- Executed quality checks on index documents, minimizing errors and assuring compliance with organizational standards.
- Demonstrated strong attention to detail and problem-solving skills, facilitating, a positive work environment, and promoting teamwork.
Education
James Madison High School
Houston, TxSkills
- Insurance Verifications
- Medical Histories and Vital Statistics
- Status Updates
- HIPAA Guidelines
- Information Assistance
- Patient Contact
- Customer Service
- Account Updating
- Complaint Handling
- Clinical Documentation
- Proficient with Avaya, SAP , CRM
- Expert in Microsoft Excel, Word, PowerPoint , etc
- Indexing
- Scanning
- Patient Care
- Administrative Support
- Patient Registration
- Patient Account Management
- Appointment scheduling
- Customer inquiry resolution
- Electronic medical records
- Conflict resolution
- Team collaboration
- Time management
- Patient payment processing
References
Available upon request
Timeline
Housing Specialist
Allecca Consulting
08.2025 - Current
Healthcare Customer Service Representative
Navitus/ Celerity
10.2024 - 06.2025
CUSTOMER SERVICE REPRESENTATIVE 2
Cigna
08.2023 - 06.2024
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Kelsey-Seybold Clinic
05.2022 - 05.2023
CUSTOMER SERVICE REPRESENTATIVE
Houston Housing Authority
08.2018 - 12.2021
RECEPTIONIST
Goodwill Healthcare Services
01.2017 - 12.2017
PSE CLERK
United States Postal Service, USPS
11.2016 - 01.2017
PATIENT CARE ASSISTANT/MEDICATION AIDE
Brookdale Assisted Living
03.2015 - 11.2016
ADMINISTRATIVE ASSISTANT
Reed Elsevier
07.2014 - 02.2015
Environmental Services Housekeeper
MD Anderson Cancer Center Hospital
01.2014 - 07.2014
CUSTOMER SERVICE REPRESENTATIVE
ACS
10.2008 - 01.2014
Indexing Clerk
Harris County Juvenile Detention Center
01.2007 - 10.2008
James Madison High School