Makaylin Taylor
Lawrenceville,GA
Summary
Dynamic customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Clinical Customer Service Representative
American Specialty Health
Kennesaw, GA
09.2024 - Current
- Facilitated successful communication between patients and healthcare providers by acting as a liaison when necessary, ultimately improving care coordination with in-area therapists, chiropractors, and acupuncturists.
- Collaborated with healthcare professionals to ensure timely resolution of patients' concerns and improved overall experience.
- Answered and directed phone calls, filed documents, performed data entry and handled billing by verifying coverage to medical providers, physicians, and rehab clinics.
- Managed sensitive patient information with strict adherence to HIPAA regulations, ensuring confidentiality and data security.
Customer Service Call Center Representative
Foundever
Augusta, GA
11.2022 - 09.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction providing information for coverages, policies, and deductibles.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills regarding auto, tow, and glass reimbursements, collision, comprehensive, and watercraft claims.
Retention Representative II
Concentrix
Atlanta, GA
05.2021 - 11.2022
- Enhanced service quality by providing constructive feedback on existing processes during team meetings.
- Developed strong product knowledge, enabling the provision of informed recommendations tailored to individual client needs.
- Contributed to consistent achievement of retention targets through dedicated efforts in problem-solving and relationship building.
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex billing disputes.
Customer Service Representative
Powell Consulting & Associates
Lawrenceville, GA
08.2019 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of all front-office operations while answering phones, printing, copying, scanning, faxing, and filing all related documents.
Education
Bachelor of Science - Nursing
University of Southern Mississippi
Hattiesburg, MS05-2021
Certificate - Property & Casualty
A.D. Banker & Company LLC
Atlanta, GA05-2021
Skills
- Care coordination
- HIPAA compliance
- Data entry
- Billing verification
- Conflict resolution
- Customer relationship building
- Quality assurance
- Insurance billing
- Complaint processing
- Employee training and development
Accomplishments
- Achieved office efficiency by completing Microsoft Office Suite, Windows, and Excel with accuracy and efficiency.
Certification
Property & Casualty Certification
Languages
English
Full Professional
Timeline
Clinical Customer Service Representative
American Specialty Health
09.2024 - Current
Customer Service Call Center Representative
Foundever
11.2022 - 09.2024
Retention Representative II
Concentrix
05.2021 - 11.2022
Customer Service Representative
Powell Consulting & Associates
08.2019 - 05.2021
Bachelor of Science - Nursing
University of Southern Mississippi
Certificate - Property & Casualty
A.D. Banker & Company LLC