Summary
Overview
Work History
Education
Skills
Timeline
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Latarsha Taylor

Orlando,United States

Summary

Knowledgeable and dedicated work from home customer service professional with extensive experience in Medical 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

11
11
years of professional experience

Work History

Special OPS Representative II

CVS
03.2020 - Current
  • Performed independent research to solve complex issues,
  • Answered live online chats to give quick answers and solve problems faster.
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
  • Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • 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.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Senior Executive, Logistics Dispatch

Florida Medical Transport
05.2015 - 02.2020
  • Hired and managed 15 new managers to drive business growth.
  • Developed effective business strategies to capitalize on emerging market trends.
  • Oversaw all sales, marketing and distribution operations across 25 accounts.
  • Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.
  • Modernized communications systems to improve productivity, reliability and efficiency.
  • Maintained meticulous employee records to accurately track attendance and productivity.

Medical Front Office Receptionist

The Woman's Center
01.2012 - 05.2015
  • Completed clerical duties and tasks for clinic administration.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.

Human Resources Specialist

Amazon
03.2022 - 04.2023
  • Reviewed and screened applicant resumes to identify qualified candidates.
  • Oversaw and managed hiring process and assisted human resources.
  • Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
  • Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
  • Conserved time and improved workflows by handling special projects and emergency solutions.
  • Provided troubleshooting and technical assistance in use of PeopleAdmin system.
  • Implemented quality control initiatives to reduce downtime and increase revenue.

Education

Associate of Science - Social Work

Valencia College
Orlando, FL
05.2024

Skills

  • Customer Retention Strategies
  • Problem Assessment
  • Dispatcher Monitoring
  • Accounts Payable and Accounts Receivable
  • Improving Operations
  • Verifying Coverage
  • Maintaining Call Metrics
  • Upselling Products and Services
  • Calm and Professional Under Pressure
  • Teamwork and Collaboration
  • Willingness to Learn
  • Effective Communication

Timeline

Human Resources Specialist

Amazon
03.2022 - 04.2023

Special OPS Representative II

CVS
03.2020 - Current

Senior Executive, Logistics Dispatch

Florida Medical Transport
05.2015 - 02.2020

Medical Front Office Receptionist

The Woman's Center
01.2012 - 05.2015

Associate of Science - Social Work

Valencia College

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Latarsha Taylor