Khalisha Taylor
Lawrenceville,GA
Summary
Dynamic Customer Retention Specialist with extensive experience in client relations and support roles, bringing over 5 years of expertise in resolving customer concerns and enhancing satisfaction. Adept at managing communications and coordinating complex schedules, with a proven track record of successfully supporting healthcare professionals and patients. Achieved high customer retention rates by delivering prompt, accurate assistance in high-pressure environments. Ready to leverage unique skills to enhance client loyalty and drive satisfaction at prospective employers.
Overview
8
8
years of professional experience
Work History
Senior Care Navigator Cardiology
Ascension Contact Center
12.2024 - Current
- Coordinated referrals and authorizations for specialty cardiology procedures.
- Managed approximately 70 inbound communications a day from diverse stakeholders, including patients, insurance companies, and healthcare facilities.
- Conducted outbound calls to physicians to discuss patient health conditions.
- Created and managed comprehensive patient cases.
- Assisted leadership with special projects to enhance team efficiency.
- Provided prompt, accurate, and friendly support for customer inquiries.
- Participated in interdisciplinary team meetings to discuss complex cases, contributing valuable insights into effective strategies for care navigation.
- Promoted a positive work environment among peers by remaining approachable, supportive, and flexible when collaborating on shared tasks.
Customer Loyalty Specialist
Marriott International
01.2023 - 04.2025
- Managed 100 + customer communications, expertly coordinating complex scheduling changes.
- Leveraged virtual communication tools to efficiently handle appointments.
- Delivered precise program details, ensuring a seamless and enjoyable customer experience.
- Remote
- Delivered informative presentations at company meetings, sharing insights on customer satisfaction trends and actionable strategies for improvement.
- Handled escalated issues efficiently while maintaining composure under pressure; ultimately leading to successful conflict resolutions that benefited both the customer and company.
Collections Account Specialist
Stellantis Financial Services
04.2017 - 07.2020
- Resolved 50+ escalated customer account issues through email and phone communications.
- Conducted thorough self-reviews of account documentation for accuracy.
- Maintained detailed records in CRM systems to ensure data integrity.
- Collaborated with internal teams to identify service trends and propose actionable improvements.
- Remote
Education
Associate of Applied Science - Health Information Technology
Rasmussen University
Saint Cloud, MN03-2026
Skills
- Customer Escalations & Issue Resolution
- Google Workspace
- CRM Systems
- Cross-functional Team Collaboration
- Documentation and Process
- Omnichannel Support (Email, Phone, Chat)
- Mac OS
- KPI and Quality Metrics Management
- Financial Services Support (Billing, Account Management)
- Healthcare systems
- Care coordination
- Patient confidentiality
- Medical terminology
- Medical recordkeeping
Accomplishments
- Collaborated with team of 3 in the development of a new market Knowledge base.
- Successfully audited multiple physicians schedules to minimize scheduling errors.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
LANGUAGES
English (Fluent)
Timeline
Senior Care Navigator Cardiology
Ascension Contact Center
12.2024 - Current
Customer Loyalty Specialist
Marriott International
01.2023 - 04.2025
Collections Account Specialist
Stellantis Financial Services
04.2017 - 07.2020
Associate of Applied Science - Health Information Technology
Rasmussen University
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