JENNIFER TAYLOR
Coppell,TX
Summary
PROFESSIONL SUMMARY
Energetic and performance driven with great experience.
Improving customer satisfaction and successfully diffusing the toughest clients. Excellent Communication skills and Interpersonal skills and the ability to interface with various clients.
Overview
20
20
years of professional experience
Work History
RESOLUTION SPECIALIST I, III, CERTIFIED MEDICAL ASSISTANT
Walmart, Health Care Center
Carrollton, TX
10.2022 - 06.2024
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement
- Formulated focused and individualized resolutions aimed to peacefully settle disputes
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out duties accurately and efficiently
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote safe working environment
- Maintained energy and enthusiasm in fast-paced environment
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed and maintained courteous and effective working relationships.
RESOLUTION SPECIALIST
Express Employment Professionals
Irving, TX
03.2022 - 10.2022
- Followed all company policies and procedures to deliver quality work
- Listened and responded to customer requests and forwarded necessary information to superiors
- Interpreted clients' needs and introduced services to fit specific requirements
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs
- Provided personalized customer service by greeting each customer, assisting with scheduling appointments.
LOA COORDINATOR
Sedgwick Claims
11.2020 - 01.2022
- Remote)
- Gathered and organized materials to support operations
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions
- Entered data, generated reports, and produced tracking documents
- Coached employees through day-to-day work and complex problems
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents
- Aided colleagues, managers and customers through regular communication and assistance
- Managed filing systems for electronic and hard copy documents to keep organized records
- Maintained master schedule and set up appointments
- Resolved employment-related disputes through proactive communication
- Devised and implemented improvements to reporting procedures
- Maintained current and compliant financial records, monitoring, and addressing variances through detailed analyses.
LOA COORDINATOR
Insurance Placement Solutions
Irving, TX
08.2020 - 11.2020
- Gathered and organized materials to support operations
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions
- Entered data, generated reports, and produced tracking documents
- Coached employees through day-to-day work and complex problems
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents
- Aided colleagues, managers and customers through regular communication and assistance
- Entered and maintained departmental records in company database
- Managed filing systems for electronic and hard copy documents to keep organized records
- Maintained master schedule and set up appointments
- Oversaw technical, operational, clerical and customer service support activities
- Resolved employment-related disputes through proactive communication
- Oversaw project logistics using industry expertise and independent judgment.
CUSTOMER SERVICE ASSOCIATE
Maximus Call Center
Irving, TX
03.2020 - 06.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- For 202 censuses
- Informed customers about the 2020 census and provided detailed information for various jurisdiction for assistance need to be funded
- Developed and actualized customer service initiatives to decrease wait times
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times.
CUSTOMER SERVICE ADVOCATE
Essilor Of America/Acro-Services Corporation
Dallas, TX
07.2019 - 11.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
- Built long-term, loyal customer relations by providing top-notch service for orders with lens, frames and contacts and detailed order, account, and service information
- Apply necessary customer information for effective and accurate processing of orders, phone & fax
- Check inventory status and provide accurate information using Oracle, PKMS, and Web systems.
MEDICAL OFFICE ASSISTANT
MD Medical Group
Irving, TX
12.2018 - 06.2019
- Coordinated patient scheduling, check-in, check-out, and payments for billing
- Adhered to strict HIPAA guidelines to protect patient privacy
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing
- Received, recorded, and filed medical payments by check, cash, and credit card
- Used E-clinical to schedule appointments for doctor visits and procedures
- Called and faxed pharmacies to submit prescriptions and refills
- Entered procedure codes and diagnosis codes into medical billing software
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients
- Contacted patients regarding unpaid and underpaid accounts to resolve issues
- Improved timely payment of bills by developing flexible payment plans for patients
- Scheduled surgeries for multiple surgeons and booked operating rooms
- Audited customer files to verify medical necessity and satisfaction of coverage criteria
- Answered telephone calls to offer office information, answer questions and direct calls to staff
- Prepared and administered medications to alleviate patient symptoms
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls
- Obtained payments from patients and scanned identification and insurance cards
- Completed administrative patient intakes with case histories, insurance information and mandated forms
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Registered and verified patient records before triage with most up-to-date information
- Placed new supply orders, managed inventory, and restocked clerical spaces
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts
- Managed office logistics by scheduling appointments, maintaining files, and collecting payments
- Greeted visitors and initiated triage processes for clients to streamline patient flow
- Received and routed laboratory results to correct clinical staff members.
SENIOR CUSTOMER SERVICE COORDINATOR
12.2017 - 03.2018
ADMINISTRATIVE ASSISTANT
MAACO
Irving, TX
12.2016 - 06.2017
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors
- Executed record filing system to improve document organization and management
- Scheduled office meetings and client appointments for staff teams
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions
- Handled client correspondence and tracked records to foster office efficiency
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Coached new employees on administrative procedures, company policies and performance standards
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
- Arranged rapid office equipment repair and maintenance with vendors
- Offered office-wide software support and training, troubleshooting issues, and optimizing usage.
SENIOR PATIENT SCHEDULING ADVOCATE
Stericycle
Bedford, TX
12.2015 - 03.2016
- Responded to patient concerns and questions with compassionate and knowledgeable service
- Entered details into computer systems and managed database of information
- Worked effectively with staff from all departments to coordinate resolutions
- Assisted patients in understanding individual rights and responsibilities regarding care, coverage, and payment
- Collected and reviewed patient information to assess eligibility for special programs
- Utilized knowledge of available resources to help patients select appropriate courses and obtain relevant support
- Reviewed patient claims, bills, and medicolegal documents for accuracy
- Maintained documentation on patient activities, coverage issues and hospital actions
- Helped patients file appeals to insurance denials and worked with insurance companies to resolve disputes
- Followed document protocols to safeguard confidentiality of patient records
- Facilitated communication between patients and various departments and staff
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Helped address client complaints through timely corrective actions and appropriate referrals
- Organized patient records and database to facilitate information storage and retrieval
- Worked with patients to ascertain issues and make referrals to appropriate specialists
- Kept current with literature and felid advancements to advocate to and for patients
- Recommended service improvements to minimize recurring patient issues and complaints.
CUSTOMER SERVICE ASSOCIATE
Aerotek/Maximus
Irving
07.2015 - 09.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Informed customers about special promotions and provided detailed information for various products
- Developed and actualized customer service initiatives to decrease wait times
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
CUSTOMER SALES REPRESENTATIVE
Westel Marketing INC
San Antonio
07.2014 - 04.2015
- Assisted call-in customers with questions and Shark order products
- Emphasized product specifications to meet customer needs
- Contacted potential customers to capitalize on sales opportunities
- Cultivated and strengthened account relationships to achieve and exceed company targets
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Resolved concerns with products or services to help with retention and drive sales
- Educated customers on promotional options, sales policies, and methods for obtaining desired results from company offerings.
CERTIFIED MEDICAL ASSISTANT
Advanced Foot Center
Arlington, Tx
04.2011 - 04.2015
- Sanitized, restocked, and organized exam rooms and medical equipment
- Communicated clearly and effectively with patients to verify information, determine purpose of visit, and record medical history
- Called and faxed pharmacies to submit prescriptions and refills
- Conducted preliminary patient evaluations measuring weight, temperature, and blood pressure
- Documented vital signs and health history for patients in clinic and hospital environments
- Collected and documented patient medical information such as blood pressure and weight
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Taught patients about medications, procedures, and care plan instructions
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly
- Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms
- Performed or scheduled preventive maintenance on equipment to promote longevity of use, troubleshooting technical issues and coordinating repairs
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment
- Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus
- Explained procedures to patients to reduce anxieties and increase patient cooperation
- Oriented and trained new staff on proper procedures and policies
- Maintained detailed records of test results by entering data and patient information into computer
- Prepared lab specimens for diagnostic evaluation
- Implemented care and efficiency improvements to support and enhance office operations
- Collected pertinent data and calculations to aid physician in interpreting results.
CUSTOMER SERVICE MANAGER/SUPPORT MANAGER
Walmart
San Antonio, Texas
04.2004 - 06.2014
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Followed through with client requests to resolve problems
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Resolved concerns with products or services to help with retention and drive sales
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Completed special projects by using effective decision making, critical thinking and time management skills
- Monitored customer service operations to assess agent performance and provide feedback
- Created customer support strategy to increase customer retention
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements
- Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations
- Improved customer service initiatives by streamlining sales and order management processes
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Interacted with vendors, contractors, and professional services personnel to receive medical equipment orders, direct activities, and communicate instructions
- Generated reports and typed letters in Word and prepared PowerPoint presentations
- Handled client correspondence and tracked records to foster office efficiency
- Developed and updated spreadsheets and databases to track, analyze and reports.
Container
Store/Corner Staffing
Coppell, TX
- Resolved customer service issues using company processes and policies and provided updates to customers
- Greeted customers and listened closely to problems described to determine solutions
- Coached new team members on service techniques and provided scoring through quality assurance program
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Took cash and credit card payments via phone, in person and through email
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Checked status of orders and back-ordered products to coordinate efficient shipments
- Researched product locations at different facilities to arrange and coordinate drop shipments
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Recommended products to customers, thoroughly explaining details
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Maintained up-to-date knowledge of product and service changes
- Trained new personnel regarding company operations, policies, and services
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Certified Medical Assistant, Medical Assisting -
06.2011
GED -
Tuloso Midway High School
05.1991
Diploma -
Everest College
Skills
- Professional ethics understanding
- Medication techniques
- Conflict resolution skills
- Legal knowledge
- Good Telephone Etiquette
- Epic Medical Software
- E-Clinical Medical Software
- Maaco Software
- Flexible and Adaptable
- Teamwork and Collaboration
- Cultural Awareness
- Attention to Detail
- Decision-Making
- MS Office Outlook 365
- Juris
- Teams Chat
- Avaya Phone System
- Multitasking Abilities
- Active Listening
- Organization and Time Management
- ADA Link
- Leave Link
Timeline
RESOLUTION SPECIALIST I, III, CERTIFIED MEDICAL ASSISTANT
Walmart, Health Care Center
10.2022 - 06.2024
RESOLUTION SPECIALIST
Express Employment Professionals
03.2022 - 10.2022
LOA COORDINATOR
Sedgwick Claims
11.2020 - 01.2022
LOA COORDINATOR
Insurance Placement Solutions
08.2020 - 11.2020
CUSTOMER SERVICE ASSOCIATE
Maximus Call Center
03.2020 - 06.2020
CUSTOMER SERVICE ADVOCATE
Essilor Of America/Acro-Services Corporation
07.2019 - 11.2019
MEDICAL OFFICE ASSISTANT
MD Medical Group
12.2018 - 06.2019
SENIOR CUSTOMER SERVICE COORDINATOR
12.2017 - 03.2018
ADMINISTRATIVE ASSISTANT
MAACO
12.2016 - 06.2017
SENIOR PATIENT SCHEDULING ADVOCATE
Stericycle
12.2015 - 03.2016
CUSTOMER SERVICE ASSOCIATE
Aerotek/Maximus
07.2015 - 09.2015
CUSTOMER SALES REPRESENTATIVE
Westel Marketing INC
07.2014 - 04.2015
CERTIFIED MEDICAL ASSISTANT
Advanced Foot Center
04.2011 - 04.2015
CUSTOMER SERVICE MANAGER/SUPPORT MANAGER
Walmart
04.2004 - 06.2014
Container
Store/Corner Staffing
Certified Medical Assistant, Medical Assisting -
GED -
Tuloso Midway High School
Diploma -
Everest College