QUANTASHA TAYLOR
LEWISVILLE
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Foundever
04.2025 - Current
- Customer Support: Handling inbound and outbound calls, emails, chats, or social media messages for their clients’ customers.
- Issue Resolution: Troubleshooting customer problems, processing requests, and escalating issues if needed.
- Customer Experience: Maintaining professionalism, empathy, and efficiency in all interactions.
- Meeting Metrics: Agents are measured on things like call handling time, first call resolution, customer satisfaction scores, and quality assurance checks.
- Data Security: Protecting customer information and following client/company policies.
- Team Collaboration: Working with supervisors and coworkers to ensure service level agreements (SLAs) are met.
Customer Support Rep
Samsung
04.2023 - 02.2025
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Processed customer account changes with proprietary software.
- Followed established policies and procedures while providing excellent customer service.
- Troubleshot technical problems using provided resources or third-party tools.
- Assisted customers with product information, pricing, billing, and troubleshooting.
- Provided technical support to customers via phone and email.
Claims Agent
Alorica
12.2020 - 04.2023
- Maintained records of all claims activity including payments made, adjustments, denials, appeals.
- Prepared and reviewed insurance-claim forms and related documents for completeness.
- Organized information by using spreadsheets, databases or word processing applications.
- Utilized claims management software to track claims progress and maintain organized documentation.
- Identified any discrepancies in submitted documents or data entries that could affect a claim's outcome.
- Provided feedback to management regarding ways to improve processes related to handling customer inquiries and resolving disputes.
- Reviewed insurance policies for accuracy and ensured compliance with state regulations.
Prior Authorization Tech
Aetna
10.2016 - 11.2020
- Followed up on pending prior authorization requests to ensure timely processing.
- Updated spreadsheets and other document filing systems.
- Submitted prior authorization requests electronically or by phone to payers.
- Reviewed written correspondence, correcting grammatical and spelling errors.
- Assisted healthcare providers with appeals for denied authorizations, including gathering additional information and documentation.
- Responded promptly to inquiries from providers, members, and other departments within the organization.
Education
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Lewisville H.S
Skills
- Creative Problem Solving
- Customer Retention Strategies
- Upbeat and Positive Personality
- Transaction Processing
- Data Entry
- 45 wpm Typing Speed
- Verbal and Written Communication
- Calm and Professional Under Pressure Multitasking and Prioritization Order
- Refund Processing De-escalation Techniques
- Billing Adjustments and Refunds
- Computer Skills Sales and Upselling
- Relationship Building Policies and Procedures Adherence
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Microsoft Office Multi-Line Phone Systems
- Administrative and Office Support
Timeline
Customer Service Representative
Foundever
04.2025 - Current
Customer Support Rep
Samsung
04.2023 - 02.2025
Claims Agent
Alorica
12.2020 - 04.2023
Prior Authorization Tech
Aetna
10.2016 - 11.2020
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Lewisville H.S
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