Kiaheshia Taylor
Greensboro,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in a call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Call Center Representative
RemX Specialty Staffing
Cary, NC
04.2022 - 07.2024
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Conducted 51 outbound phone calls daily to reach potential clients and market
- Performed auditing work in accordance with rigorous auditing standards and principles.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Supported medical staff by providing organized and accurate medical records.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Reviewed charts and flagged incomplete or inaccurate information.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Tracked and monitored requests for medical records release.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Initiated outbound calls to prospective clients using scripts.
Call Center Agent
Spectrum
Greensboro, NC
05.2019 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Addressed customer account discrepancies and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Studied monthly reports, discerning usage trends and usability obstacles to maximize prioritization of efforts within future updates.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Diagnosed and executed resolution for network and server issues.
- Utilized source code control for tracking configurations and changes.
- Set up hardware and software in optimal configurations to meet network performance requirements.
Call Center Representative
Alorica
Greensboro, NC
02.2018 - 04.2019
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Call Center Representative
Conduit Global
Greensboro, NC
09.2014 - 12.2017
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Places inbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Culled technology knowledge to perform IT troubleshooting, restoration and maintenance services to maintain organizational performance levels.
- Resolved computer and system networking problems to maintain user productivity.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
High School Diploma -
James B Dudley High School
Greensboro, NC06.2014
Skills
- Call Center Operations
- Active Listening
- Trouble shooting tier 1 & 2
- Taking payments
- Problem-Solving Skills
- Data Gathering
- Documentation
- Microsoft Office
- Microsoft Excel
- Apple macOS
- Logging Call Information
- Investigations and Resolutions
- IBM Notes
- Outbound calls
- Medical records and documentation
- Medical Records Review
- Claims Handling
- Claims reviewing
- Appointment Scheduling
- Payment Collection
Timeline
Call Center Representative
RemX Specialty Staffing
04.2022 - 07.2024
Call Center Agent
Spectrum
05.2019 - 04.2022
Call Center Representative
Alorica
02.2018 - 04.2019
Call Center Representative
Conduit Global
09.2014 - 12.2017
High School Diploma -
James B Dudley High School
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