Antoinette Taylor
Kansas City,KS
Summary
Experienced Data Entry Clerk with over 10 years of experience in Customer Service Relations and 5 years in Health Care. Excellent reputation for resolving problems and improving customer satisfaction.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Administrative Clerk/Data Entry Specialist
Internal Revenue Service, IRS
07.2022 - Current
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Scanned documents and saved in database to keep records of essential organizational information.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
Mobile Customer Service Specialist
Spectrum / Spectrum Mobile
07.2021 - 03.2022
- Assisting customers with billing ,troubleshooting ,activations and repairs .Upselling varies products on different calls to adhere to sale quotas
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Representative/Insurance Sales Agent
TTEC
11.2021 - 01.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of Insurance Policies and procedures. Creating welcoming, positive experiences..
- Scored 95% on the Kansas Insurance Exam .
Senior Claim Specialist
North Carolina Division Of Unemployment
08.2020 - 05.2021
- Chat support assisting unemployed residents of North Carolina to process and understand the application.
- Trouble shooting issues online accounts.
- Explaining processing timeframes and directly fixing issues by sending emails to support for further resolution .
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Conducted full claim investigations and reported updates and legal actions.
- Followed up with customers on unresolved issues.
Reimbursement /Prior Authorization Specialist
TrialCard
01.2020 - 08.2020
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Reviewed insurance coverage for patients to determine which party was liable for payment.
- Researched denied claims and contacted insurance companies to resolve these issues.
EDO Emergency Dispatch Operator
Johnson Controls
03.2019 - 01.2020
- Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
- Answered multi-line phone systems, transferred calls and determined call priority while performing quick and efficient customer service.
- Reported alarm activity to subscribers' emergency contacts.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Loan Specialist/ investigator
Upper Lake Processing Services
01.2018 - 03.2019
- Outbound sales position, includes reaching out to online applicants to verify and complete loan applications,giving customers information and options regarding payment plans and loan interest charges ,calling banks to verify customers account information.Investigating fraud application and loan files attached to duplicate accounts
Retention Advisor
Full Potential Solutions
08.2017 - 12.2017
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Adhered to appropriate legal scripting when required.
- Reviewed successes and failures to learn from previous mistakes.
Analyst/Customer Service Representative/Insurance Verification Specialist
Clinical Reference Laboratory
01.2017 - 07.2017
- Prudential Life Insurance Interviewer
- Following up with applicants to obtain health and life information to complete the risk assessment.
- Speaking with underwriters,doctors and applicants to determine if applicant is qualified.
- Using knowledge to determine which policy to offer and what quotes to give based off health and drug screenings.
- Schedule health screenings with Doctors Registered Nurses and health facilities.,
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Communicated professionally with colleagues, freelancers and clients.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
Customer Resolution Specialist
Alliance Data/Bread Financial
03.2014 - 09.2016
- Inbound calls from credit card holders regarding billing, credit limit increases, problems with accounts,
- Handling all complaints, problems with online banking, payments, inbound calls assisting coworkers with customers accounts, processing new credit application, programming digital wallet and apple pay.
- Upselling insurance products to card holders on 70 % of the calls.
- Collaborated with all teams to resolve customer complaints and drive customer experience.
- Completed retention-focused projects from scoping through execution.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative Specialist
Accent Marketing
04.2012 - 08.2013
- Inbound calls for Sprint Business Premiere Care Department .
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Loan Specialist
AMG Mortgage Company
05.2010 - 02.2012
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Explained very technical financial information to applicants in easy to understand language.
- Recommended loan approvals and denials based on customer loan application reviews.
Home Health Care Provider
Jones Care
06.2009 - 02.2010
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Completed household management tasks for clients within private home settings.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Provided assistance to clients by handling household cleaning duties, managing schedules and transporting to and from medical appointments.
Customer Service Representative
800 Call KC
11.2007 - 09.2008
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Data Entry Specialist
Ecompex
02.2006 - 07.2007
- Scanned files for reserved lands to get clear images
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Scanned government documents and saved in database to keep records of essential organizational information.
- Performed more than 8000 hourly 10-key actions while maintaining 98% error rate.
Mailroom Associate
Lab One/Quest Diagnostics
07.2005 - 02.2006
- Picked up P.O. box mail from the labs to sort and distribute to appropriate departments.
- Utilized stamping machines and stencils to stamp, tag and label printed materials.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Maintained inventory of supplies to avoid shortages.
- Sorted, opened and date stamped incoming mail for 60 departments.
Education
High School Diploma -
Fairfax High School
Fairfax, KS05.2005
Skills
- Loan Processing
- Mortgage Loan
- Customer Service (9 years)
- Microsoft Office (1 year)
- Data Entry
- Lending
- Dispatch
- Scheduling
- Microsoft Excel
- Inventory
- 10 Key Data Entry
- Typing
- Cold Calling
- Computer Operation
- Software Troubleshooting
- Medical Billing
- Technical Support
- Insurance Verification
- Help Desk
- HIPAA
- Microsoft Windows
- Live chat
- Sales
- Underwriting
- SQL
- Analytics
- JavaScript
- Customer support
- 10-Key Certification
- Medical Terminology
- Updating Medical Records
- Insurance Claims
Accomplishments
- Achieved 95% score by completing Kansas Insurance Exam with accuracy and efficiency.
Timeline
Administrative Clerk/Data Entry Specialist
Internal Revenue Service, IRS
07.2022 - Current
Customer Service Representative/Insurance Sales Agent
TTEC
11.2021 - 01.2022
Mobile Customer Service Specialist
Spectrum / Spectrum Mobile
07.2021 - 03.2022
Senior Claim Specialist
North Carolina Division Of Unemployment
08.2020 - 05.2021
Reimbursement /Prior Authorization Specialist
TrialCard
01.2020 - 08.2020
EDO Emergency Dispatch Operator
Johnson Controls
03.2019 - 01.2020
Loan Specialist/ investigator
Upper Lake Processing Services
01.2018 - 03.2019
Retention Advisor
Full Potential Solutions
08.2017 - 12.2017
Analyst/Customer Service Representative/Insurance Verification Specialist
Clinical Reference Laboratory
01.2017 - 07.2017
Customer Resolution Specialist
Alliance Data/Bread Financial
03.2014 - 09.2016
Customer Service Representative Specialist
Accent Marketing
04.2012 - 08.2013
Loan Specialist
AMG Mortgage Company
05.2010 - 02.2012
Home Health Care Provider
Jones Care
06.2009 - 02.2010
Customer Service Representative
800 Call KC
11.2007 - 09.2008
Data Entry Specialist
Ecompex
02.2006 - 07.2007
Mailroom Associate
Lab One/Quest Diagnostics
07.2005 - 02.2006
High School Diploma -
Fairfax High School
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