KELLI TAYLOR

• Maintaining a 65% QA Pass/Fail rate
• Maintaining a 90% QA accuracy percentage
• Completing more than 59 appeals monthly
• As a Lab Tech; Working in the Referral Department of the Lab; Helped facilitate a National partnership with Mayo Med lab in Rochester, MN., as well as maintained good working relationships with several reference labs.

• 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.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Completed opening and closing functions to meet operational needs.
• Maintained and managed customer files and databases.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• 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 and detailed order, account, and service information.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.

• Maintain oversight, supervision and provides direction for designated unit
• Identify training needs and development opportunities for subordinates
• Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Evaluate subordinates’ job performance and recommend appropriate personnel action

Review and prepare cases for Assigned Administrative Law Judge

• Gather documentation to determine if a reconsideration appeal is appropriate
• Ensure case notes are updated with project timeliness and with a high level of accuracy
• Recognize operational improvements and make suggestions to management
• Perform regular and timely follow up with the appropriate ALJ.
• Entered data, generated reports, and produced tracking documents

• Collected
• Labeled, and stored lab samples according to laboratory specifications
• Limited discrepancies by accurately handling, storing, transporting and submitting all urinalysis samples
• Supervised supplies and inventory and ordered inventory when items became low
• Verified collection orders and communicated discrepancies to Nurses, and
• Phlebotomists
• Verified quality of specimens by centrifuging samples for logistics courier to pick up
• Cleaned and sterilized lab area and equipment
• Followed laboratory guidelines for handling biological specimens
• Reviewed patient data, prepared data reports and signed off on release of information requests.