Summary
Overview
Work History
Education
Skills
Timeline
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TACARA GORDON

Orlando,FL

Summary

Accomplished Customer Success Specialist with 17 years of experience elevating customer satisfaction through innovative remote support strategies and expert troubleshooting. Proficient in data analysis, team leadership, and cross-functional collaboration, driving process improvements and accuracy. Dedicated to leveraging technical expertise to cultivate robust client relationships and ensure the delivery of high-quality services.

Overview

18
18
years of professional experience

Work History

Patient Access Specialist

AssistRx
05.2025 - Current
  • Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
  • Provided exceptional customer service, addressing patient concerns promptly and professionally.
  • Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
  • Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
  • Collected and validated patient demographics and insurance information.

Technical Customer Service Representative

Verizon
02.2022 - 01.2025
  • Analyze billing data, resolving discrepancies and boosting accuracy by 20% through team collaboration.
  • Enhance processes to improve efficiency and maintain high-quality service with strong partnerships.
  • Collaborate with cross-functional teams to rectify billing errors, ensuring accurate invoicing.
  • Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
  • Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
  • Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.

Technical Support

Asurion/Verizon
10.2019 - 01.2022
  • Streamlined troubleshooting, boosting resolution rates by 20%, enhancing customer satisfaction.
  • Collaborated on complex problem-solving, improving efficiency and reducing handling time.
  • Maintained accurate records of inquiries and solutions, ensuring consistent service quality.
  • Handled customer complaints effectively, fostering loyalty and retention.
  • Developed remote support strategies for diverse mobile platforms, increasing accessibility.

Financial Service Representative

Insight Credit Union
11.2015 - 10.2019
  • Managed investment inquiries, boosting client satisfaction and retention rates.
  • Streamlined portfolio management, enhancing efficiency and personalizing investment strategies.
  • Developed new retirement planning methods, integrating advanced financial tools for long-term security.

Pharmacy Technician Manager

Prime Therapeutics
12.2014 - 03.2015
  • Built patient trust by managing medications, improving adherence and satisfaction.
  • Optimized inventory through strategic ordering, reducing shortages and overstock.
  • Ensured patient safety by accurately filling prescriptions with pharmacists.
  • Streamlined prescription process, reducing wait times and enhancing workflow.
  • Fostered relationships with healthcare providers for accurate prescription processing.

Account Management

JP Morgan Chase Bank
07.2013 - 10.2014
  • Managed financial assistance programs for card members, enhancing client satisfaction through issue resolution.
  • Developed strategic account plans, leading to increased client growth and retention.
  • Resolved credit account issues, significantly improving client retention rates.

Pharmacy Help Desk

Connections
12.2007 - 07.2012
  • Managed medication-related inquiries, delivering prompt aid to healthcare professionals.
  • Leveraged strong communication skills in prescription fulfillment assistance.
  • Applied in-depth knowledge of drugs to resolve prescription queries efficiently.
  • Executed precise medication order processing, offering medication management support.
  • Optimized medication inquiry process, reducing response time and increasing prescription fulfillment accuracy.

Education

Diploma -

Christian cornerstone
Orlando, FL
05.2006

Skills

  • Expert in customer service
  • HIPAA compliance
  • Medical terminology
  • Insurance billing
  • Exceptional communication
  • Insurance verification
  • Healthcare software
  • Customer service
  • Team leadership

Timeline

Patient Access Specialist

AssistRx
05.2025 - Current

Technical Customer Service Representative

Verizon
02.2022 - 01.2025

Technical Support

Asurion/Verizon
10.2019 - 01.2022

Financial Service Representative

Insight Credit Union
11.2015 - 10.2019

Pharmacy Technician Manager

Prime Therapeutics
12.2014 - 03.2015

Account Management

JP Morgan Chase Bank
07.2013 - 10.2014

Pharmacy Help Desk

Connections
12.2007 - 07.2012

Diploma -

Christian cornerstone

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