Dennis Taylor
Kissimmee,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Aetna, a CVS Health
2024.03 - Current
- Resolved Provider inquiries through effective communication and problem-solving techniques.
- Assisted in processing claims and ensuring timely resolution of issues.
- Collaborated with cross-functional teams to improve service delivery processes.
- Mentored junior representatives, fostering skills development and knowledge sharing.
- Resolved complex Provider inquiries to enhance satisfaction and retention.
- Managed approximately 50 to 60 incoming calls, emails and faxes per day from Providers
Medical Claims Representative
Progressive Insurance
2021.05 - 2022.05
- Improved patient satisfaction by efficiently processing medical claims and addressing inquiries.
- Reduced claim processing time by implementing streamlined workflows and maintaining thorough documentation.
- Enhanced accuracy of processed claims with meticulous attention to detail and knowledge of coding systems.
- Collaborated with healthcare providers for timely resolution of discrepancies, ensuring accurate reimbursement.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
Customer Care Expert
Select Portfolio Servicing
2020.05 - 2021.05
- Enhanced customer satisfaction by swiftly resolving issues through effective communication and problem-solving skills.
- Boosted customer retention by providing personalized assistance and fostering long-term relationships with clients.
- Developed comprehensive knowledge of products and services to effectively address customer inquiries and concerns.
- Collaborated with cross-functional teams to improve overall customer experience, streamlining processes for prompt issue resolution.
- Reduced customer complaints by proactively identifying patterns and addressing root causes of recurring problems.
- Managed high call volume while maintaining a professional demeanor, ensuring timely support for customers in need.
- Achieved high levels of customer satisfaction through empathy, active listening, and clear communication skills.
- Implemented process improvements that streamlined workflows, reducing average call handling time without sacrificing quality.
Shift Supervisor
Starbucks
2014.03 - 2020.05
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Collaborated with management to develop strategies for boosting overall store performance, leading to higher profit margins.
- Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Trained new employees and delegated daily tasks and responsibilities.
Education
Highschool Diploma -
Muhlenberg County High School
Greenville, KY06.2010
Skills
- Complaint Resolution
- Product Knowledge
- Call Management
- Data Collection
- Customer Relations
- Conflict Mediation
- Quality Assurance Controls
- Team Development
- Escalation management
Skills
- Administrative Support
- Decision Making
- Escalation Management
Timeline
Senior Customer Service Representative
Aetna, a CVS Health
2024.03 - Current
Medical Claims Representative
Progressive Insurance
2021.05 - 2022.05
Customer Care Expert
Select Portfolio Servicing
2020.05 - 2021.05
Shift Supervisor
Starbucks
2014.03 - 2020.05
Highschool Diploma -
Muhlenberg County High School