Monica Taylor
Dallas,TX
Summary
Compassionate professional with extensive experience in healthcare support roles. Known for optimizing workflows and increasing department efficiency by 40%. Expertise in HIPAA compliance and customer relationship management drives improved service outcomes and patient satisfaction. Committed to continuous improvement and contributing to team success.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
UnitedHealth Group
Dallas, TX
09.2023 - Current
- Partner with customers to identify and compare healthcare products, and assist with making their selections based on a thorough customer analysis. Achieving a 99% accuracy rate in the patient registration procedure through meticulous review and record management.
- Collaborate with team members to enhance service delivery processes. Develop a workflow optimization protocol that increased department efficiency by 40% and lowered ticket times.
- Resolving customer complaints quickly and efficiently.
- Surpass upselling targets by 50% by proposing relevant healthcare plans to patients; increase patient feedback, propelling customer satisfaction by 30% within 6 months.
Account Coordinator
Alliance Recruiting Resources
Dallas, TX
10.2021 - 07.2023
- Customer-facing overseer of service presentations, analytics and after-close customer satisfaction.
- Develop a portfolio of internal relationships with hospital stakeholders, clinics, pharmaceutical companies and private practices by delivering accurate solutions according to specific business challenges. Exercise judgement in handling issue resolution by anticipating key account needs and providing active support.
- Increase customer retention and profitability by 35% through better utilization of network.
Talent Recruiter
Alliance Recruiting Resources
Dallas, TX
03.2019 - 10.2021
- Monitor applicant tracking systems to support hiring deadlines and streamline candidate experiences. Screening candidates and ensure their qualifications meet local requirements. Present job opportunities to qualified candidates and negotiate contract terms.
- Engage and recruit dedicated clinical and clerical healthcare professionals who align with the appropriate healthcare employers.
- Coordinate external interviews with site hiring managers. Verify licenses/certifications are both valid and compliant and that all processed background checks and drug test screenings are cleared for next steps. Prepare communications; offer confirmation letters and other materials pertaining to start date, orientation and onboarding documents. Average of 14 weekly placements, 77% retention rate.
Recruiter
RPC
Addison, TX
08.2018 - 02.2019
- Full life-cycle recruiting; collaborate with department managers to identify hiring criteria, marketing openings according to these specifics. Screen and assess candidates based on their level of qualifications, prepping qualified talent for additional screening with hiring personnel.
- Streamline record processing by coordinating multi-state and county background checks and U.S/ Alien residential status, along with working permit validity and panel drug screening.
- Onboarding of new hires, providing start details and ensuring their acclimation to the company culture.
Account Manager
Depil Brazil
Dallas, TX
07.2016 - 07.2018
- Analyze existing customer base feedback to establish pain points and values, adjusting business trends accordingly. Consult prospecting franchisees on metrics, growth potential and operations.
- Expand brand reach by implementing fresh marketing campaigns and network mixers.
- Project management and budget planning to negotiate contracts, lowering cost and maximizing profits. Doubling company size by 50%, establishing additional locations.
Sales Manager
Depil Brazil
Dallas, TX
09.2015 - 07.2016
- Customer facing role advancement with projection of $36k annual close; exceeding projection by 33% / $48k.
- Lead company-wide training events that encourage broader communication with focused feedback, product knowledge refreshers, developmental demonstration, and team building strategies.
- Transferable customer relation cultivation, incentivizing lasting retention.
Depilation Tech
Depil Brazil
Dallas, TX
03.2014 - 09.2015
- Proactive planning that lead to notable increase. Within 6 months with the company, I increased company revenue by $10k; overall annual sales reflection of $21k.
- Maximize customer success by creating demand and offering a tailored experience, conclusively favoring brand loyalty and retention topping over 60%.
- Develop new talent using strategic training methods, encouraging the use of measurable progress tracking; cultivating industry leading top performers.
Education
Certification - IT Technical Support
Google
High School Diploma -
Ranchview High School
Irving, TXSkills
- Healthcare Systems
- HIPPA Compliance
- Process Improvement
- Quality Control
- Leadership; Coaching and Training
- Planning and Progress Tracking
- Critical Problem Solving
- Project Management
Accomplishments
- UHG Customer Service Excellence Award (2023)(2024)
- Exceptional Patient Service Award (2024)
Timeline
Customer Support Specialist
UnitedHealth Group
09.2023 - Current
Account Coordinator
Alliance Recruiting Resources
10.2021 - 07.2023
Talent Recruiter
Alliance Recruiting Resources
03.2019 - 10.2021
Recruiter
RPC
08.2018 - 02.2019
Account Manager
Depil Brazil
07.2016 - 07.2018
Sales Manager
Depil Brazil
09.2015 - 07.2016
Depilation Tech
Depil Brazil
03.2014 - 09.2015
Certification - IT Technical Support
Google
High School Diploma -
Ranchview High School