Secquoyah Taylor
Summary
With over 10 years of call center, customer service and leadership skills, I'm highly motivated, confident, hardworking and punctual. Currently holds 98% accuracy for data entry. Detail-oriented Refund Specialist with strong understanding of bookkeeping principles and customer service. Experienced in developing and managing efficient billing and posting processes. Considered focused and an organized team player.
Overview
17
17
years of professional experience
Work History
Refund Specialist
Skygen Usa
11.2021 - 10.2023
- Review supporting documentation submitted with refunds to determine necessary actions.
- Own Refund reporting, to include development, maintenance and report dissemination
- Post refund in ES to ensure accurate claim adjustment
- Manage most activities associated with refund to include refund research, posting claim reprocessing, tooth history or accumulator updates
- Track & Report refund activity to include; volume, aging, refund reason, root cause & trends.
- Lead and participate in meetings focused on refund activity and resulting process improvements.
Customer Service Team Lead/New Hire Trainer
Skygen Usa
11.2020 - 11.2021
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Assist in resolving complex or escalated complaints and issues for clients, providers, and internal staff
- Coach and develop employees to provide superior customer service, achieve quality standards and meet performance, expectations
- Evaluate employee and team performance, collaborate with the leadership team to develop, maintain and facilitate refresher trainings to ensure the staff is appropriately trained successfully perform their roles.
- Monitor call queues to ensure service level goals are consistently met as well as ensure consistent call quality practices and expectations are being met.
- Handle escalated customer calls in a timely manner to ensure customer satisfaction.
- Work in conjunction with Human Resources to evaluate viable candidates under consideration for hire by identifying necessary skills and core competencies for various roles.
- Facilitate New Hire Training
- Reviewing and submitting time cards to payroll department for each ending pay period.
Customer Care Representative
Skygen Usa
07.2017 - 11.2020
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Completed claim reviews.
- Provided one call resolutions.
Customer Service Representative
US Cellular Wireless
03.2014 - 07.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Phlebotomist
Medstar Laboratory Inc.
09.2012 - 03.2013
- Conducted venipuncture and other CT procedures.
- Packaged and shipped specimens to central lab daily.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Used personal protective equipment correctly to protect coworkers and patients.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Reviewed patient records for accuracy and completeness.
Merchandise Associate
Best Buy
10.2008 - 12.2008
- Answered customer questions regarding store merchandise, department information, and pricing.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Updated pricing and signage to complete product displays and educate customers.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
Retail Sales Associate Cashier
Kohls Department Store
02.2007 - 10.2008
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Assisted customers by answering questions and fulfilling requests.
- Helped customers complete purchases, locate items, and join reward programs.
- Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
Education
Associate of Applied Science - Medical Assistance
Bryant & Stratton College
Skills
- Customer Service Excellence
- SQL
- Administrative Support
- Insurance Claim Processing
- Conflict Management
- Professionalism
- Telephone Etiquette
- Team Collaboration
- Analytical Thinking
- Refund Processing
- Data Entry Accuracy
- Discrepancy Reconciliation
Timeline
Refund Specialist
Skygen Usa
11.2021 - 10.2023
Customer Service Team Lead/New Hire Trainer
Skygen Usa
11.2020 - 11.2021
Customer Care Representative
Skygen Usa
07.2017 - 11.2020
Customer Service Representative
US Cellular Wireless
03.2014 - 07.2017
Phlebotomist
Medstar Laboratory Inc.
09.2012 - 03.2013
Merchandise Associate
Best Buy
10.2008 - 12.2008
Retail Sales Associate Cashier
Kohls Department Store
02.2007 - 10.2008
Associate of Applied Science - Medical Assistance
Bryant & Stratton College
Similar Profiles
Michelle JanssenMichelle Janssen
Authorization Representative at Skygen USAAuthorization Representative at Skygen USA
JENNIFER CLARKJENNIFER CLARK
Dental Claims Intake Processor I at Skygen UsaDental Claims Intake Processor I at Skygen Usa
PRAMUKH MOLUGUPRAMUKH MOLUGU
Data Analyst at Skygen USAData Analyst at Skygen USA
Alex IbarraAlex Ibarra
Office Services Representative at Skygen USAOffice Services Representative at Skygen USA
Aliyah WilliamsAliyah Williams
Refund Specialist at Vero OrthopaedcisRefund Specialist at Vero Orthopaedcis