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
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
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
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
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
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