Summary
Overview
Work History
Education
Skills
Timeline
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Natasha Taylor

North Las Vegas,NV

Summary

An Install Case Manager that adapts at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit customers needs.

Overview

11
11
years of professional experience

Work History

Install Case Manager

Restaurant Technologies Inc.
06.2021 - Current
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on existing or new information.
  • Coordinated services with third parties to provide useful benefits to clients.
  • Enhanced communication between customers and depots through consistent follow-ups and progress updates.
  • Contributed to team discussions actively, sharing insights with coworkers to optimize support.
  • Accomplished multiple tasks within established timeframes.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Identified plans and resources required to meet project goals and objectives.

Inbound Call Specialist

Guaranteed New Patients Inc.
03.2019 - 06.2021
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Improved first-call resolution rates through comprehensive understanding of company products, services, and policies.
  • Expedited issue resolution with efficient documentation and escalation of complex cases to relevant departments.
  • Assisted in the development of new-hire training materials, sharing best practices for effective inbound call management.
  • Updated client records accurately after each interaction, ensuring up-to-date information was available for future reference and followup.
  • Enhanced company reputation by providing exceptional customer service to all callers.
  • Reduced call wait times by quickly and accurately assessing caller needs and directing them to appropriate resources.
  • Contributed to team success by consistently meeting or exceeding individual performance metrics.
  • Maintained a professional demeanor while handling difficult calls, demonstrating empathy and patience when dealing with frustrated customers.

Eligibility Specialist

Nevada Cardiology Associates
06.2017 - 02.2019
  • Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
  • Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
  • Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
  • Resolved discrepancies with client applications to verify eligibility.
  • Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
  • Assisted clients with accurate eligibility form, application and document completion.
  • Proficient in EClinicial Works

Customer Service Representative

Quest Software
08.2016 - 06.2017
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Front End Supervisor

Sam's Club
09.2013 - 06.2016
  • Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
  • Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
  • Participated in regular meetings with upper management to discuss front-end performance metrics.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.

Education

Bachelor of Science - Health Administration

University of Phoenix
09.2024

High School Diploma -

Arbor View High School
06.2012

Skills

  • Problem-Solving
  • Case Management
  • Case Documentation
  • Organization and Multitasking
  • Decision-Making
  • Email and Telephone Etiquette
  • Microsoft Windows Proficient

Timeline

Install Case Manager

Restaurant Technologies Inc.
06.2021 - Current

Inbound Call Specialist

Guaranteed New Patients Inc.
03.2019 - 06.2021

Eligibility Specialist

Nevada Cardiology Associates
06.2017 - 02.2019

Customer Service Representative

Quest Software
08.2016 - 06.2017

Front End Supervisor

Sam's Club
09.2013 - 06.2016

Bachelor of Science - Health Administration

University of Phoenix

High School Diploma -

Arbor View High School

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Natasha Taylor