Taylor Ledden
Wichita Falls
Summary
Client-focused SaaS professional and paramedic with a unique background spanning 6 years of high-stakes clinical operations and technical support. Awarded 2025 Rookie of the Year for excellence in Tier 2 SaaS support, with a proven track record of owning complex investigations end-to-end. Combines emergency medical background with healthcare SaaS expertise to optimize client operations, technical support, and software implementation.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist Tier 2
HealthStream
Nashville, TN (Remote)
02.2025 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and effective support.
- Collaborated with cross-functional teams to streamline processes and enhance customer experience.
- Documented customer interactions in CRM systems, maintaining accurate records for future reference.
- Analyzed feedback to identify trends, recommending improvements to enhance service delivery.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Customer Support Specialist Tier 1
HealthStream
Nashville, TN (Remote)
08.2023 - 02.2025
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Managed ticketing system to prioritize and escalate complex issues for timely resolution.
- Analyzed customer feedback to identify trends, recommending actionable improvements to management.
- Provided expert guidance on product features, facilitating better user experiences and reducing confusion.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Patient Service Specialist
Select Medical
Parker, CO
03.2023 - 08.2023
- Managed patient scheduling and appointment confirmations to optimize clinic efficiency.
- Performed insurance verification and pre-authorization processes to ensure seamless patient care.
- Implemented electronic health record updates to maintain accurate patient information and streamline workflows.
- Trained new staff on front desk operations and patient service protocols, fostering a collaborative environment.
- Monitored inventory of medical supplies and office materials, ensuring readiness for daily operations.
Center Medical Specialist and Designated Trainer
Grifols
Albuquerque, NM
03.2021 - 01.2022
- Acted as a supervisor and lead trainer, developing internal protocols and training medical staff on complex regulatory and safety systems.
- Managed department-wide scheduling and donor eligibility systems, requiring high attention to detail and proactive system-level problem-solving.
- Responsible for donor safety, management of adverse reactions, immunizations, and donor eligibility.
- Collaborated with corporate and clinical leadership to improve operational processes and communication.
- Assisted in hiring and onboarding, contributing to team scalability and performance.
Education
Bachelor of Science - Emergency Medical Services
University of New Mexico
Albuquerque, NM05.2020
Diploma - Mountain Medicine (DiMM)
University of New Mexico
Albuquerque, NM05.2020
Skills
- SaaS Product Support & Troubleshooting
- Root Cause Analysis & Issue Triage
- Cross-functional Collaboration
- Workflow Optimization & Process Improvement
- CRM & Support Tools
- Healthcare Operations & Value-Based Care Exposure
- Client Training & Implementation Support
- High-volume Ticket Management
Timeline
Customer Support Specialist Tier 2
HealthStream
02.2025 - Current
Customer Support Specialist Tier 1
HealthStream
08.2023 - 02.2025
Patient Service Specialist
Select Medical
03.2023 - 08.2023
Center Medical Specialist and Designated Trainer
Grifols
03.2021 - 01.2022
Bachelor of Science - Emergency Medical Services
University of New Mexico
Diploma - Mountain Medicine (DiMM)
University of New Mexico