Scarlett Taylor

• ● Managing User Voice communication process with promoters, passives and detractors.
  ● Interfacing with technical team to get customer issues resolved and requests filled.
  ● Customer retention and relationship management.
  ● Point of contact for DoseSpot Issues within Sharenote.com Zendesk Project Manager/Trainer for staff at Sharenote.com Virtually Trained
  New Employees during COVID-19 for Customer Support.
  ● Monitored metrics and developed actionable insights to improve efficiency and performance.
  ● Led process improvement and problem-solving efforts to create standard
  ● procedures and escalation policy for customer support team.
  ● Created customer support strategy to increase customer retention. Managed department call volume of 115 calls per day and coordinated
  department schedules to maximize coverage during peak hours.
  ● Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  ● Attended trade shows and seminars to promote products and network with industry contacts.

● Provides support to end-users; acts as on site helpdesk by troubleshooting real-time access problems.
● Works with internal and external IT colleagues and business units to ensure timely delivery of high quality overall satisfaction.
● Page 1 of 3 Maintains client account management experience-user access accounts, including additions, changes and terminations in EHR system. Respect and maintain confidentiality of information relative to company.
● Adhere to all company and departmental policies and regulations.
● Operate general Accounts Receivable equipment, including but not limited to, telephones, computer keyboards, fax machines, copiers, and printers. Excellent written, oral and interpersonal communication skills; good analytical and problem-solving abilities; effectively
communicate via written, verbal, and electronic methods; work effectively under minimal direction.
● Stepped up to assist customer service managers with complaints and issues during times of department short staffing.
● Coached new team members on service techniques and provided scoring through quality assurance programs.
● Resolved customer service issues using company processes and policies and provided updates to customers.
● Maintained accurate and current customer account data with manual forms processing and digital information updates.
● Conferred with senior management to handle and correct disciplinary or knowledge issues.
● Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
● Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
● Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
● Managed more than 500 accounts in Behavioral/Mental Health industry.
●Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

●Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.

● Perform quality data entry and uploading information in a timely and accurate manner to promote client relations.

● Provides internal customer service to Owners; Coordinates with other staff members to gather information; overcome challenges to

obtaining needed information.

● Coordinated travel arrangements by booking airfare, hotel and ground transportation.

● Performed research to collect and record industry data.

● Managed Access databases converting complex data into easy-to-interpret data.

● Offering office-wide software support and training, troubleshooting issues and optimizing usage.

● Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.