Taylor Bailey

Corporate: 100 Potrero Avenue, San Francisco, CA 94103

Email: people@faire.com

Manager: Giorgio Cuellar

Phone Number: 801-687-2056

• Built strong relationships with customers and colleagues by providing friendly and personable service.
• Managed over 100 wholesale account setups and ongoing support.
• Responded to customer chats and emails to answer questions about products, services, account information, payments, payouts, etc, via Zendesk
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
• Collaborated with other departments via Slack and Zendesk Help Center to guarantee customer satisfaction.
• Reviewed support documents on GURU and other Faire agent support platforms.
• Clarified customer requests, forwarded product information, and answered questions to support sales operations for both brands and retailers.
• Utilized problem-solving skills to address customer queries and complaints.
• Managed brand marketing emails, promotions, and product launches.
• Managed brand's new product upload, bulk upload, bulk edit, and profile customization.
• Answered brand and retailer questions regarding shipping costs, shipping providers, shipment tracking, etc.
• Resolved order issues efficiently and enhanced customer satisfaction ratings.
• Managed brand sales and order statistics as well as customer contact lists.
• Reported bugs and system issues customers are facing via JIRA tool.
• Assisted brands in setting minimum order quantity, MSRP and wholesale pricing, as well as other features on Faire's platform.
• Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
• Assisted in brand disputes for order complaints and payout errors.
• Assisted with retailer payment clawbacks for disputes
• Assisted with brand payouts, commission, first-order fees, etc.
• Refunded money and adjusted bills to resolve customer service or discount/ billing complaints.
• Coached brand and retailers, and demonstrated product use and maintenance.
• Used Zendesk and Faire wholesale platforms to maintain the company database with essential account, retailer, brand, and sales information.
• Communicated with suppliers to maintain updated information regarding the status of current orders.
• Suggested best-fit offerings from available products and services to capitalize on upsell opportunities and increase traffic to sales page.
• Educated and reported brand or retailer actions that were against company policy.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Jumped to help management with additional tickets, taking on the challenge of cross-training and jumping to assist with Faire's chat rollout.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Met solves goal guidelines and customer satisfaction service levels, as well as handle time and productivity.
• Assisted in reporting damaged and missing items on Faire's platform as well as directed retailers on how to complete actions themselves moving forward.
• Responded proactively and positively to rapid change.
• Informed brands and retailers of company policy and procedure.
• Assisted with brand and retailer account application denials and order delays.
• Educated customers about billing, payment processing, and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Sought ways to improve processes and services provided.
• Recommended, selected, helped locate, and obtain out-of-stock products based on customer requests.
• Cross-trained in retailer, brand, specialty, and chat support.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

Address: 2737 Corporate Park Drive, West Valley City, Utah 84120

Phone: 855-745-5725

Manager: Cori Strebel

Phone: 801-558-0558

Initially, started in customer phone support. Eventually, I was cross-trained in chat and not long after that (September 2020) I was promoted to Agent Success Support where I assisted in training new agents as well as providing support to my colleagues who had questions, concerns, or trouble finding our processes and procedures documents.

• Handled and promptly resolved customer complaints to maintain professional relationships.
• Resolved caller issues quickly and thoroughly.
• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Assisted in inbound and outbound cold calls.
• Maintained comprehensive product and service knowledge for accurate, informative customer advice.
• Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
• Reordered medication to maintain adequate supply.
• Established and maintained patient profiles, updating the organizational database with current information per patient and DR requests.
• Assisted customers in creating online pharmacy accounts. Including but not limited to adding and updating medication information, adding any requested vitamins/ over-the-counter medications, confirming prescription and medication directions, Inserting medical issues and possible allergies into their account on Pillpack's database, and setting packet times for each medication per customer preference and DR requirement.
• Maintained accurate records of drug inventory and orders for pharmacy customers.
• Assisted customers with selecting cost-effective medications in line with health coverage.
• Ran copay and out-of-pocket cost estimates for customers.
• Imputed customer insurance information and ran regular coverage checks.
• Checked medication recalls and directed customers to follow up with their Doctors when necessary.
• Explained medication use and side effects under pharmacist direction.
• Transferred customers to local pharmacies or Pillpack registered pharmacists when necessary when providing medication information or reporting side effects.
• Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
• Submitted prescription transfer in and out requests.
• Processed payments using pharmacy POS system to accurately manage transactions.
• Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
• Educated customers about billing, payment processing and support policies and procedures.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Collaborated with team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Assisted in tracking shipments as well as reporting any missing, damaged, or tampered-with orders
• Managed timely and effective replacement of damaged or missing products.
• Investigated and resolved accounting, service and delivery concerns.
• Researched product and issue resolution tactics to address customer concerns.
• Activated accounts for clients interested in new services.
• Compiled and accurately entered data for each customer encounter to record in system.
• Used computer for various applications such as, database management, word processing, Canva, Zendesk, Excel, etc.
• Cross-trained and provided backup support for organizational leadership.
• Cross-trained and backed up other customer service managers.
• Collaborated with staff members via Slack to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Trained staff on operating procedures and company services.
• Investigated and resolved agent inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle-time, and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Built relationships with other colleagues based on trust and honesty by using active listening and dynamic communication skills.
• Assessed additional needs based on training progress and collaborated with management to meet requirements.
• Trained and mentored at least 50 new personnel hired to fulfill various roles.
• Documented participation and evaluated learning for each participant.
• Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
• Designed and facilitated training courses, aligning new learning development and solutions to the organization's strategic goals, mission, and vision.
• Organized and implemented coursework, oversaw scheduling and monitored attendance through the learning management system.
• Delivered group and individual training.
• Produced training manuals, presentations, resources, and quizzes for enhanced learning.
• Provided coaching and mentoring to employees.
• Used ticketing systems to manage and process support actions and requests.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Managed high levels of call flow and responded to agent support needs.
• Assisted fellow agents in identifying issues and explained solutions.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Provided agents with operating procedure resources to assist them with their customer calls and issues.
• Assisted new agents in getting login access to systems needed to perform job efficiently.
• Created and participated in Chime Group Meetings (WBR) to provide updates in company misses, hits, as well as ideas to help improve the company and our processes.
• Fix, Solve, Return, and Submit training on all returned tickets in the Zendesk ticket queue

It is important to note, that while on the Agent Resource Team, I was promoted within this team to a "TITAN" which enabled me to assist my team lead with day-to-day duties IE

• Posting schedules in our team channel (SLACK)
• Managing team tasks
• Managing department projects
• Flexing team members from Agent support to Customer care when needing to fulfill high call volume needs
• Submitting end-of-week emails
• Create, maintain, and enter information into databases
• Experience with Canva when creating training documents and infographics for all different departments at Pillpack, including but not limited to customer care.

Phone: 801-261-5100

I worked on the Kaiser Permanente Team

• Maintained a safe work environment and adhered to privacy regulations.
• Troubleshooted/ serviced medical equipment and scheduled technician home visits when necessary.
• Processed orders for medical equipment and new supplies IE: Oxygen, Trach, Feeding Tubes, Wheelchairs, Beds, etc.
• Documented information regarding installations, repairs, and inventory checks.
• Educated patients and/ or caretakers on best safety practices when using medical equipment.
• Transferred accounts to Hospice and Nursing homes when necessary.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Assisted patients and/or caretakers with emergency orders when necessary.
• Educated patients and/ or caretakers on how to put together as well as use medical products.
• Evaluated client needs and developed tailored solutions to increase positive customer ratings.
• Worked primarily out of ACIS and DOS medical systems

Phone number: 800-424-1132

When working at Mitchell International, I cross-trained and worked in PIP Auto Casualty Insurance first, then worked in Workman's Compensation Insurance.

• Proven ability to learn quickly and adapt to new situations.
• Passionate about learning and committed to continual improvement.

AUTO RX

• Processing medications for patients involved in accidents
• Managed first-party personal injury protection claims
• Assessed and overrode pharmacy blocks that pop up when the pharmacist tries to process claim through Auto Rx
• Reached out to adjustors, physicians, and attorneys to verify claim status, claim info and any prior authorizations
• Passed test to handle overrides on my own without supervisor approval needed.

WORK COMP

• Processed medications for patients involved in work accidents.
• Managing multiple accounts, and account notes at one time.
• Reach out to patients, employers, physicians, adjustors, and insurances.
• Process urgent, high-risk medications needed for blood type work accident claims.

Phone: 801-256-1900

Manager: Noel Barlow

Phone: 801-231-9963

• Reviewed claims through MPower server and UB04
• Eligibility Verification via RTEV
• Locate providers using NPI registry
• Call insurance providers to verify claim eligibility
• Submit appeals and resolve denied claims.
• Data Entry of UB04 and document processing
• Locate ICD codes and definitions
• Submit Prior Authorizations
• Print required documents, scan, fax and mail to proper facilities
• Follow up on claims, payments, and statements
• Review invoices and EOB's (explanation of benefits)
• Located errors and promptly refiled rejected claims.
• Created operating procedures and other training documents
• Assisted in training new hires
• Worked out of multiple hospital systems including but not limited to Epic, Cerner, MevsNet, and Acis.
• Actively used Word, Excel, online faxing server, fax machine, printing, and scanning.

It's important to note that I also volunteered for the Activities Committee on behalf of this company.

• Discussed, planned, and organized events for the company for Holidays and company/ team accomplishments.
• Discussed, planned, and organized games and activities for events
• Planned and purchased prizes and decorations for events using the company card
• Planned and organized spirit week, raffles, and team parties
• Assisted in organizing potlucks
• Assisted in organizing charity events