Taylor Douglas
Dacula,GA
Summary
Dynamic customer service professional with extensive experience at Capital One, excelling in complaint handling and relationship building. Proven ability to enhance service delivery and improve first call resolution rates. Skilled in CRM software and adept at multitasking, ensuring efficient operations while maintaining a calm demeanor under pressure.
Business professional with keen eye for administrative excellence and customer service. Proven track record in managing reception duties with high accuracy, ensuring smooth daily operations and client satisfaction. Thrives in team settings and adapts to dynamic demands, showcasing proficiency in multitasking and problem-solving.
Experienced with navigating insurance billing processes and resolving claims efficiently. Utilizes effective communication with clients and insurers to ensure smooth operations. Track record of maintaining accurate records and adhering to industry regulations.
Overview
8
8
years of professional experience
Work History
Front Line Agent
Capital One
Remote
09.2025 - 07.2026
- Assisted customers with inquiries and account management through various communication channels.
- Resolved customer issues efficiently, ensuring satisfaction and retention.
- Collaborated with team members to streamline operations and enhance service delivery.
- Adapted quickly to new tools and processes, improving team productivity.
- Utilized CRM software to document customer interactions and track resolutions accurately.
- Provided feedback on service procedures, contributing to ongoing process improvements.
- Maintained up-to-date knowledge of products, services, and promotions to assist customers effectively.
- Adapted communication style based on individual client needs, ensuring each interaction was tailored appropriately for maximum efficacy.
- Maintained detailed records of customer interactions, including notes on actions taken and follow-up needed.
- Streamlined front line operations for increased efficiency and effectiveness in service delivery.
- Handled escalated calls, successfully deescalating situations and finding satisfactory resolutions for clients.
- Contributed to the development of new training materials for incoming Front Line Agents, emphasizing best practices and practical skills.
- Managed high call volume while maintaining exceptional customer service standards.
- Provided excellent customer service while adhering to all company policies and procedures regarding confidentiality, quality control, and data protection.
- Improved first call resolution rates by efficiently addressing customer needs and providing accurate information.
- Participated in continuous professional development opportunities, staying current with industry trends and best practices for front line service providers.
- Fostered a positive work environment by contributing to team morale-building events and maintaining open lines of communication with colleagues.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Medical Receptionist
Dillon’s Dental Services
02.2023 - 08.2025
- Managed patient scheduling and appointment confirmations to optimize office efficiency.
- Assisted in maintaining accurate patient records using electronic health record systems.
- Communicated effectively with patients regarding treatment plans and insurance verification processes.
- Coordinated front desk operations, ensuring a welcoming environment for all visitors.
- Handled incoming calls and inquiries, directing them to appropriate dental staff as needed.
- Supported billing processes by verifying insurance information and processing payments efficiently.
- Trained new reception staff on office protocols and customer service standards.
- Implemented improvements in patient check-in procedures, enhancing overall workflow efficiency.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Improved workflow efficiency, organizing back-office supplies and equipment.
- Managed patient appointments efficiently, reducing wait times significantly.
- Fostered welcoming environment, greeting patients warmly upon arrival.
- Obtained payments from patients and scanned identification and insurance cards.
Dental Assistant
D-2 Dental
Calumet City, IL
12.2022 - 06.2025
- Assisted in patient examinations, ensuring comfort and preparedness for procedures.
- Managed sterilization of instruments to maintain compliance with safety protocols.
- Collaborated with dental team to streamline scheduling and improve patient flow.
- Educated patients on oral hygiene practices and post-procedure care instructions.
- Operated dental chairs and equipment, facilitating efficient treatment delivery.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Sterilized rooms and prepped equipment and instruments for Number procedures daily.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Prepared patient x-rays and images for dentist review.
- Took dental images following strict patient protection rules, applying lead aprons.
Sales Representative
Vector Marketing Company
Atlanta, GA
06.2018 - 08.2021
- Established rapport with customers to effectively promote product offerings.
- Conducted product demonstrations to enhance customer understanding and engagement.
- Managed client inquiries and provided tailored solutions to meet individual needs.
- Collaborated with team members to streamline sales processes and improve efficiency.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Maintained accurate records of sales activities and client interactions for reporting purposes.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
Education
CPR/BLS -
National CPR Foundation
Bachelor of Science - Nursing
Brenau University
Gainesville, GA07.2026
Skills
- Call center experience
- Stress tolerance
- Complaint handling
- Up-selling and Cross-selling
- Performance metrics
- CRM software
- Workplace safety
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Active listening
- Relationship building
- Phone etiquette
- Microsoft office
- Data entry
- Task prioritization
- Medical terminology
- Professionalism
- Account reconciliation
- Billing procedures
- Order fulfillment
Timeline
Front Line Agent
Capital One
09.2025 - 07.2026
Medical Receptionist
Dillon’s Dental Services
02.2023 - 08.2025
Dental Assistant
D-2 Dental
12.2022 - 06.2025
Sales Representative
Vector Marketing Company
06.2018 - 08.2021
CPR/BLS -
National CPR Foundation
Bachelor of Science - Nursing
Brenau University