Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Taylor Sherman

Ridgeland,ms

Summary

With over 12 years of exceptional customer service experience, a friendly and proficient Inbound Customer Service Agent with a solution-focused mindset. Acts as an effective liaison between companies and clients, handling every interaction with confidence, poise, and professionalism. Continuously surpasses the Unitedhealth Cares team average, maintaining a customer satisfaction rate of over 90%. Excels in acquiring new policy knowledge with 100% accuracy.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Provider Advocate

United Healthcare
11.2022 - 12.2024
  • Resolved issues for an average of 80 customers each shift with effective information relay.
  • Executed adjustments to claims based on data analysis and review.
  • Worked closely with vendors and manufacturers to ensure effective responses to customer questions, consistently earning satisfaction ratings from 90% to 96%.
  • Worked with claim adjusters to create a customer loyalty program.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Delivered friendly service and offered expert support in every interaction.
  • Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
  • Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
  • Assisted with applications and collected required paperwork to help individuals register for supportive services.
  • Maintained positive relationships with community to build and nurture dynamic partnerships.
  • Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
  • Made referrals to appropriate services, following up to confirm patients received access to required care.
  • Greeted and welcomed new patients, assisting with orientation of programming schedule and rules.
  • Managed sensitive cases with discretion, protecting client confidentiality and trust.
  • Secured favorable outcomes in high-profile cases by meticulously preparing for each trial and crafting compelling arguments.
  • Coordinated with international partners on cross-border legal issues, enhancing firm's global reach and capabilities.
  • Improved client satisfaction by offering clear, understandable legal advice and maintaining open lines of communication.

Customer Service Agent

Aetna
10.2016 - 09.2019
  • Expressed consideration for customers, enhancing their loyalty.
  • Handled client complaints effectively, resulting in notable reduction of monthly customer turnover.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative

Conduent
08.2015 - 10.2016
  • Optimized the handling of customer orders and inventory through advanced technological tools.
  • Assisted in the reconciliation of daily sales and deposits, resulting in accurate and timely financial reporting
  • Facilitated onboarding process for incoming staff.
  • Educated recruits about company policies and workflow processes.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Associate - undefined

Holmes Community college
Goodman
12.2015

High School Diploma - undefined

Ridgeland High School
Ridgeland
05.2013

Skills

  • Excellent Communication Skills - Expert
  • Patience - Expert
  • Resourceful - Expert
  • Bilingual - Novice
  • Fast Typing Skills - Expert
  • Document filing
  • Document review
  • Client representation
  • Resource management
  • Legal research
  • Benefits administration
  • Training delivery
  • Case preparation
  • Active listening
  • Collaboration and teamwork
  • Case management
  • Team collaboration
  • Creative and critical thinking
  • Written communication
  • Writing and editing
  • Judgement and decision making
  • Attention to detail
  • Effective multitasking
  • Time management
  • Building trust and relationships
  • Support services
  • Administrative support
  • Legal document processing
  • Office management
  • Client representation and advisement
  • Conflict resolution
  • Deadline adherence
  • Events planning
  • Filling appeals
  • Task prioritization
  • Intake assessment
  • Data entry
  • Critical thinking skills
  • Compassionate communication

Certification

Phlebotomist

Timeline

Senior Provider Advocate

United Healthcare
11.2022 - 12.2024

Customer Service Agent

Aetna
10.2016 - 09.2019

Customer Service Representative

Conduent
08.2015 - 10.2016

Associate - undefined

Holmes Community college

High School Diploma - undefined

Ridgeland High School

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Taylor Sherman