TAIKIA GRAHAM
Charlotte,NC
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Conscientious, hardworking and excels at multitasking in fast-paced environments. While being an analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
8
8
years of professional experience
Work History
Material Management Customer Liaison
Robert Half (Novant Health)
Charlotte, NC
08.2023 - Current
- Serve as a key liaison between end users and vendors to ensure seamless order fulfillment.
- Efficiently manage email and call communications, enhancing operational responsiveness.
- Perform accurate data entry, and maintain detailed records for inventory and order tracking.
- Identified needs of customers promptly and efficiently.
- Act as a point of contact for end users, vendors, partners, and other third parties to support the delivery of services.
- Respond promptly to queries from end users or other suppliers regarding the services provided.
- Maintained up-to-date records of all interactions with customers or clients.
- Display strong telephone etiquette, and effectively handle difficult calls.
- Provide advice on best practices, policies, and procedures relating to liaising duties.
Member Service Specialist
Maestro Health
Charlotte, NC
08.2021 - 07.2023
- Provided top-tier support via calls and emails, achieving a 95% customer satisfaction rating.
- Verified insurance authorizations, ensured compliance with HIPAA, and resolved complex billing inquiries.
- Managed account payment plans, enhancing resolution rates, and customer retention.
- Explained various types of accounts available to customers in order to meet their individual needs.
- Verified accuracy of charges prior to submitting them for payment processing.
- Assessed billing statements for correct diagnostic codes and identified problems with coding.
- Reviewed claims for coding accuracy.
Customer Service Representative
Verizon Wireless Corporation
Charlotte, NC
05.2019 - 06.2021
- Delivered exceptional support for account setup, billing inquiries, and technical troubleshooting.
- Consistently exceeded performance metrics, including a 90% first-call resolution rate.
- Built trust and rapport with customers, driving loyalty and long-term retention.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Billing Specialist
Teleperformance USA
Lake City, SC
05.2017 - 02.2019
- Resolved complex billing discrepancies, ensuring customer satisfaction, and financial accuracy.
- Collaborated with internal teams to update and maintain customer account records.
- Enhanced customer experience by addressing inquiries with efficiency and professionalism.
- Reconciled codes against services rendered.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Submitted claims to insurance companies.
Central Supply Technician
McLeod Health Medical Center
Florence, SC
08.2016 - 02.2017
- Maintained accurate inventory levels for critical medical supplies and equipment.
- Prepared and distributed surgical instruments, ensuring adherence to strict protocols.
- Contributed to operational readiness by proactively managing stock rotation.
- Provided training to new staff members on the proper use of central supply services.
- Responded to requests from physicians and nurses regarding product availability or special orders.
- Cleaned instruments to prepare for sterilization.
- Conducted daily rounds to collect equipment for processing and distributed equipment throughout facility to maintain required levels.
- Stocked crash carts with appropriate medical supplies.
- Worked effectively in team environments to make the workplace more productive.
Education
Associate of Science - Healthcare Information Management
Ultimate Medical Academy
Clearwater, FL10.2025
High School Diploma -
Lake City High School
Lake City, SC05.2002
Skills
- Customer Relationship Management
- Client Services Excellence
- HIPAA compliance
- Complex problems analysis
- Written communication
- Microsoft Office Suite
- CRM software
- Infor
- Data entry
- Record Management
- Medical Billing Systems
- High-pressure environments
Accomplishments
- Consistently recognized for top-tier customer service performance and exceeding KPIs.
- Reduced average service handling times while increasing customer satisfaction in multiple roles.
- Played a pivotal role in optimizing material management processes in a healthcare environment.
Timeline
Material Management Customer Liaison
Robert Half (Novant Health)
08.2023 - Current
Member Service Specialist
Maestro Health
08.2021 - 07.2023
Customer Service Representative
Verizon Wireless Corporation
05.2019 - 06.2021
Billing Specialist
Teleperformance USA
05.2017 - 02.2019
Central Supply Technician
McLeod Health Medical Center
08.2016 - 02.2017
Associate of Science - Healthcare Information Management
Ultimate Medical Academy
High School Diploma -
Lake City High School
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