Shawnda Taylor
Sacramento,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Healthcare Industry. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationship, cultivating partnerships, and growing businesses.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
TTEC
10.2024 - 02.2025
- Answered incoming calls from members
- Conduct research to provide answers for customers to resolve their issues
- Developed best practices for providing consistent customer service with team members.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained a set time frame, ensuring calls were wrapped up in under three minutes to keep a consistent flow of incoming calls.
Contact Representative
Perkins Room & Board
05.2013 - 02.2023
- Maintain accurate data manual forms, and processing information updates
- Maintain accurate and confidential patient records in compliance with HIPPA regulations
- Verified health insurance coverage and prescriptions
- 50+ Inbound and Outbound calls per day
- Educated clients and families about their rights and responsibilities
- Assist with check-in and check-out process
Healthcare Specialist
Kaiser Permanente
02.1999 - 10.2010
- Updating members demographics and handling members inquiries and complaints
- Provide information about facilities and providers, transferring calls to advice nurses, and composing messages for primary care physicians
- Scheduling and canceling appointments
- Handling continuous inbound telephone calls, Identifying the purpose of the call, and processing it accordingly
- Achieve and exceed targets, including customer satisfaction scores and call handling time
- Train and mentor new hires, sharing best practices and providing guidance to improve team
Education
Education
Grant Union High School
Sacramento, CA06-1993
Skills
- Problem Solving
- Excellent Communication Skills
- Documentation and Reporting
- Coaching and Mentoring
- Reliable
- Process Oriented
Timeline
Customer Service Representative
TTEC
10.2024 - 02.2025
Contact Representative
Perkins Room & Board
05.2013 - 02.2023
Healthcare Specialist
Kaiser Permanente
02.1999 - 10.2010
Education
Grant Union High School
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