Leigh Taylor
Andalusia,AL
Summary
Diligent employee with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
11
11
years of professional experience
Work History
Insurance Verification Specialist
Okaloosa Eye Care
Crestview, FL
08.2024 - Current
- Processed insurance verifications for patient appointments to ensure timely service delivery.
- Communicated with insurance providers to clarify coverage details and resolve discrepancies.
- Maintained accurate records of patient insurance information in electronic health systems.
- Collaborated with clinical staff to streamline patient intake and verification processes.
- Assisted patients in understanding their insurance benefits and financial responsibilities.
- Updated patient records with accurate, current insurance policy information.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Supported timely claims processing by submitting accurate and complete documentation to insurance companies.
- Posted payments to accounts and maintained records.
Licensed Mortgage Loan Originator
Blue Sand Mortgage
Crestview, FL
06.2021 - 12.2024
- Guided clients through mortgage application processes, ensuring compliance with regulations and lender requirements.
- Evaluated client financial profiles to recommend suitable loan products tailored to individual needs.
- Developed and maintained strong relationships with real estate agents, enhancing referral networks and business opportunities.
- Enhanced customer satisfaction by providing timely updates on loan status and addressing inquiries or concerns promptly.
- Utilized modern technology platforms to manage client information securely while maintaining strict confidentiality standards required by law.
- Reviewed complex financial documents to accurately determine borrower eligibility for mortgage loans, minimizing default risks.
- Collaborated with loan processors to expedite the closing process, allowing clients to move into their homes sooner.
- Negotiated optimal interest rates and fees with borrowers, providing them with competitive financing solutions.
- Maintained a comprehensive understanding of various mortgage products offered including conventional, FHA, VA, USDA loans as well as refinance options.
- Maintained compliance with federal and state regulations, ensuring accurate documentation and preventing potential legal issues.
- Remained up-to-date on industry regulations, guidelines, and loan program changes by attending relevant training sessions and webinars regularly.
- Directed social media management and newsletter content creation to enhance brand visibility.
- Spearheaded organization and execution of annual charity golf tournament, enhancing community engagement.
Substitute Teacher
Covington County Schools
Andalusia, AL
08.2023 - 08.2024
- Implemented engaging lesson plans to facilitate effective learning environments.
- Adapted instructional materials to meet diverse student needs and learning styles.
- Monitored student progress, providing feedback and support to enhance academic performance.
- Collaborated with teachers and staff to ensure seamless classroom management and continuity of instruction.
- Developed positive relationships with students, fostering an inclusive and supportive classroom atmosphere.
- Maintained accurate records of student attendance and behavior for reporting purposes.
- Supervised lunchroom and recess activities.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
Financial Relationship Specialist
Regions Bank
DeFuniak Springs, FL
10.2019 - 05.2021
- Processed customer transactions accurately and efficiently, ensuring adherence to banking policies.
- Assisted clients with account inquiries, providing clear and timely information to enhance customer satisfaction.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Monitored and reported suspicious activity in line with bank security policies.
Senior Agent
IQor
Crestview, FL
02.2015 - 10.2019
- Managed high-volume inbound calls, ensuring customer inquiries were resolved efficiently and effectively.
- Trained new representatives on call handling procedures and company policies, enhancing team performance.
- Implemented process improvements that reduced average call handling time while maintaining service quality.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Directed and coordinated community service programs to assist affected populations in the aftermath of Hurricane Michael.
Education
High School Diploma -
Crestview High School
Crestview, FLSkills
- Attention to detail
- Data entry and review
- Communication and interpersonal skills
- Analytical thinking
- Customer relationship management
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Complaint handling
- Administrative support
- Assertiveness
Timeline
Insurance Verification Specialist
Okaloosa Eye Care
08.2024 - Current
Substitute Teacher
Covington County Schools
08.2023 - 08.2024
Licensed Mortgage Loan Originator
Blue Sand Mortgage
06.2021 - 12.2024
Financial Relationship Specialist
Regions Bank
10.2019 - 05.2021
Senior Agent
IQor
02.2015 - 10.2019
High School Diploma -
Crestview High School