Denesha Taylor
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills while enhancing customer experiences through messaging and calls. Knowledgeable about Discover's best practices and trust behaviors.
Overview
10
10
years of professional experience
Work History
Account Specialist
Discover Financial
10.2022 - Current
- Completed routine and complex account updates to resolve problems.
- Responsible for handling complex customer service inquiries and problems via telephone, digital or chat channels through effective communication and problems solving skills.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Adhered to standards of quality and service as well as all compliance requirements.
- Mentored junior team members, offering guidance and support for their professional growth and development within the Account Specialist role.
- Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.
HR/Administrative Assistant
Levels Express Logistics LLC
09.2020 - 09.2022
- Efficiently managed personnel files, ensuring all documents were up-to-date and in compliance with legal requirements.
- Supported payroll processing by accurately tracking time and attendance records, reporting discrepancies to management as needed.
- Acted as a reliable point of contact for employees seeking information on company policies, benefits, or general HR matters.
- Maintained confidentiality of sensitive HR information, adhering to strict privacy guidelines at all times.
- Aided in developing training materials for internal workshops on topics like workplace diversity or conflict resolution.
- Answered and redirected incoming phone calls for office.
Administrative Assistant/Customer Service Call Center Representative
Mind And Body Consortium
06.2014 - 09.2020
- Perform clerical office duties including typing, printing, faxing and copying papers
- Schedule, register and greet patients
- Medical records preparation
- Check insurance cards and collect co-payments
- Receive and respond to incoming calls
- Codes and enters information in the system
- Assist patients with prescriptions and billing issues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
No Degree - Business Administration And Management
Wilmington University
New Castle, DE05.2025
Diploma -
Dover High School
Dover, DE05.2006
Skills
- Account Administration
- Customer relationship development
- Document Management
- Customer Engagement
- CRM Software
- Inbound calls
- Call center
- Company Policies
- Payment Handling
- Typing over 60 words per minute
Additional Information
Mentored a coworker in effectively conducting and analyzing imatter surveys, enhancing their understanding of best practices to solve customer's concerns.
College Credits
60
Timeline
Account Specialist
Discover Financial
10.2022 - Current
HR/Administrative Assistant
Levels Express Logistics LLC
09.2020 - 09.2022
Administrative Assistant/Customer Service Call Center Representative
Mind And Body Consortium
06.2014 - 09.2020
No Degree - Business Administration And Management
Wilmington University
Diploma -
Dover High School