Taylar Brady
Duluth,GA
Summary
Dedicated professional with a strong background in customer service and dental assisting, focusing on improving patient satisfaction through efficient appointment management and tailored oral health education. Demonstrates proficiency in managing inquiries and resolving issues, ensuring optimal patient care and seamless operations.
Overview
9
9
years of professional experience
Work History
Fleet Dealer Liaison (Contract)
Mercedes-Benz Group
Alpharetta, GA
01.2025 - Current
- Assist with dealer inquiries in both ServiceNow and Star Support system.
- Assist dealers with troubleshooting technical support inquiries.
- Use Mercedes-Benz specific systems such as ESSHO, UCars, and Vega to update customer's service contracts.
- Guided dealers in retailing vehicles effectively to enhance customer satisfaction.
- Serve as an intercessor between customers and dealers.
- Keep car dealers up to date on any new policies and procedures.
- Reviewed daily service report to confirm contract generation for Base Certified Preowned vehicles.
- Processed service contract refunds to resolve dealer inquiries efficiently.
- Investigate potential fraudulent activity via billing report.
- Restore service contracts that had been displaced out of the Mercedes-Benz internal system.
- Troubleshoot issues beyond staff control to level two IT department.
- Utilize various Microsoft office suites such as Word, PowerPoint, Outlook, and Excel.
Patient Care Coordinator
Piedmont Healthcare
Atlanta, GA
02.2024 - 01.2025
- Discuss Dr. treatment plans with patients.
- Assisted patients in processing co-payments for appointments, ensuring smooth financial transactions.
- Assist patients with making payments on outstanding account balances via phone.
- Provide financial counseling when guarantor / patient needs financial assistance.
- Set up payment plans for patients/ guarantors utilizing PatientCo (Waystar).
- Call and confirm all scheduled patient appointments.
- Answered phone calls with a friendly demeanor to enhance patient experience.
- Document all call interactions via Epic PRD.
- Retrieved patient information using EPIC PRD system.
- Facilitated access to patient data through PatientCo (Waystar) system.
- Made independent judgments to choose appropriate actions that benefited patients and guarantors.
Call Center Representative
Kaiser Permanente (Apex Solutions)
Duluth, GA
11.2022 - 11.2023
- Answering telephonic and e-mail inquiries in a timely manner.
- Furnishing members and health care practitioners with details regarding members' benefits.
- Granted pre-authorizations for medical treatment based on coverage criteria.
- Providing extant and prospective members with the details of network providers.
- Directed complex queries to team manager for resolution.
- Reviewed and updated knowledge of changes in plans regularly.
- Researched explanations of benefits (EOBs) and denials in imaging system to assist patients in understanding their balances.
Call Center Representative
Insight Global
Atlanta, GA
12.2021 - 09.2022
- Answer phone calls in a professional and friendly manner.
- Handle customer inquiries both over the phone and via email.
- Resolved customer complaints proactively, preventing escalation to management.
- Identified and escalated critical customer issues to ensure prompt resolution.
- Delivered accurate product and service information to enhance customer satisfaction.
- Utilize program systems (Zen Desk, Call Center, Order Dynamics) to troubleshoot order issues.
- Facilitated order placements for customers using PayByLink to streamline purchasing process.
Fleet Dealer Liaison (Call Center Rep.)
Mercedes-Benz (Hired by Matrix)
Sandy Springs, GA
11.2020 - 09.2021
- Answer inbound phone calls directly from car dealers.
- Assist dealers with technical inquiries.
- Utilize various computer software programs to assist dealers in correcting service contracts.
- Direct dealers on how to properly retail vehicles for the store.
- Mediated communications between customers and dealers to resolve issues effectively.
- Inform customers and dealers of any new policies/ fleet incentives for the current month.
- Respond to dealer emails/ inquiries in a timely manner via Microsoft Outlook.
- Proactively followed up with dealers to verify accuracy of customer information on service contracts.
- Issued refunds for service contracts according to dealer guidelines.
- Restore service contracts that have been displaced out of the Mercedes-Benz internal system.
- Troubleshoot issues beyond staff control to IT department.
- Assist customers and dealers with obtaining fleet incentive form for discounts.
- Cultivated strong relationships with dealers to facilitate open dialogue in challenging situations.
- Examined service contracts for signs of fraud to protect company integrity and maintain trust.
Sales Consultant
Gwinnett Place Nissan
Duluth, GA
09.2019 - 03.2020
- Identified customer needs by completing guest sheets to tailor sales approaches.
- Take customers on test drives and demonstrate vehicle features.
- Build a rapport with potential customers.
- Collaborated with team members to align strategies and achieve sales goals.
- Participated in morning sales meetings to align team objectives.
- Participate in sales training meetings.
- Gain knowledge of competitor vehicles for customer rebuttal.
- Assisted customers with paperwork to ensure smooth processing of sales.
- Assisted in arranging showroom displays to enhance customer engagement.
Customer Service Representative/Front Desk Receptionist
Home Depot
Decatur, GA
03.2017 - 03.2019
- Ensured that all customer calls were answered promptly.
- Routed customer calls to appropriate department and/or member of management.
- Resolved customer inquiries and concerns regarding orders to enhance satisfaction.
- Collaborated with customers to accurately fulfill their orders.
- Made certain that all purchases were in order and completed to the specification of the customer.
- Checked customers out once shopping had been completed.
- Assisted the delivery team with pulling deliveries to ensure timely arrival of merchandise.
- Created delivery orders for customers through the ESVS system; a system that allowed associates to communicate with one another.
- Pulled orders for customers that were ordered online.
- Partnered with associates from other departments to ensure that all returns were put up in a timely manner.
- Employed computer software to efficiently manage daily tasks.
- Performed physical lifting of merchandise to facilitate efficient stocking and organization.
Education
Dental Assistant Vocational Academy -
MINT
Norcross, GA07-2026
High School Diploma -
Jordan High School
Long Beach, CA08-2015
Skills
- Customer onboarding
- Appointment scheduling
- Service contract management
- Effective communication
- Process optimization
- Client education
- Operational support
- Quality assurance
- Conflict resolution
- Procedure support
- Workflow efficiency
- Customer engagement
- Issue resolution
- Compliance adherence
- Medical records management
- HIPAA compliance
- Administrative support
- CRM software
- Data analysis
- Team collaboration
- Inventory management
- Documentation skills
- Process improvement
Timeline
Fleet Dealer Liaison (Contract)
Mercedes-Benz Group
01.2025 - Current
Patient Care Coordinator
Piedmont Healthcare
02.2024 - 01.2025
Call Center Representative
Kaiser Permanente (Apex Solutions)
11.2022 - 11.2023
Call Center Representative
Insight Global
12.2021 - 09.2022
Fleet Dealer Liaison (Call Center Rep.)
Mercedes-Benz (Hired by Matrix)
11.2020 - 09.2021
Sales Consultant
Gwinnett Place Nissan
09.2019 - 03.2020
Customer Service Representative/Front Desk Receptionist
Home Depot
03.2017 - 03.2019
Dental Assistant Vocational Academy -
MINT
High School Diploma -
Jordan High School