Latasia N. Taylor
Montgomery
Summary
Driven and dedicated professional with a focus on expanding expertise in Customer Service and Management. Possessing a strong background in delivering exceptional customer experiences and leading high-performing teams, committed to providing top-notch service and driving customer satisfaction. Skilled in problem-solving, communication, and relationship-building, striving to create a positive impact on customers and the organization. Seeking new opportunities to develop skills and contribute to a dynamic and customer-centric environment.
Overview
16
16
years of professional experience
Work History
Patient Care Coordinator
Access Nurse
10.2023 - Current
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Delivered excellent patient experiences and direct care.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
Oxygen Sales Representative
Lincare
10.2021 - 10.2023
- Ensure timely ordering of portable oxygen concentrators.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Customer Care Supervisor
ConvergentUSA
08.2019 - 10.2021
- Managed staff of customer service personnel.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
Customer Service Team Lead
Optum Hospice Pharmacy Services LLC
10.2008 - 07.2019
- Ensured that all clients received an adequate level of service
- Updated sensitive information through communication with clients.
- Researched and resolved all created calls
- Trained new representatives on how to conduct calls and resolve pharmaceutical rejections
- Assisted Supervisor with scheduling and filling available shifts
Education
Bachelor of Arts - History
Alabama State College of Arts and Sciences
Montgomery, AL07.2008
Skills
- Microsoft Office
- Excel
- PowerPoint
- Outlook
- Word
- Critical thinking skills
- HIPAA compliance
- Organizational skills
- Appointment scheduling
- Medical terminology
- New hire training
Membership And Civic Involvement
- Alabama State University Alumni Association
- Alpha Chi National College Honor Scholarship
- Kappa Delta Pi International Honor Society in Education
Timeline
Patient Care Coordinator
Access Nurse
10.2023 - Current
Oxygen Sales Representative
Lincare
10.2021 - 10.2023
Customer Care Supervisor
ConvergentUSA
08.2019 - 10.2021
Customer Service Team Lead
Optum Hospice Pharmacy Services LLC
10.2008 - 07.2019
Bachelor of Arts - History
Alabama State College of Arts and Sciences
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