Taylor Sowell
Houston
Summary
Meticulous professional successful in revenue generation within industry organizations. Highly skilled in negotiating with customers to collect on past due accounts and minimize bad debt. Successful in overachieving performance and collections targets when leading collections teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Outreach Specialist
Centauri Health Solutions Inc - Human Arc
06.2024 - Current
- Established clear expectations for payment arrangements, minimizing misunderstandings between patients and the practice.
- Conducted comprehensive audits of patient accounts periodically, identifying discrepancies requiring correction or further investigation.
- Researched potential partners and sponsors that could provide financial or other resources towards outreach efforts.
- Made referrals to utilize community resources for Medicaid members needs.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Successfully sourced, screened, interviewed and enrolled new members.
- Assisted in the development of marketing materials, such as brochures, flyers, webpages, and newsletters.
Customer Service Representative
Active TeleSource - Nevada Power
05.2021 - 03.2023
- 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.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set up and activated customer accounts.
- Analyzed client's energy usage by collecting electricity information and made recommendations to optimize energy usage.
- Managed energy efficiency program operations.
Lead Customer Service Representative
Percepta- Ford Motors
11.2019 - 01.2020
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Trained new employees on company customer service policies and service level standards.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Directed inbound calls in phone queues to improve call flow.
Customer Service Team Lead
Sutherland Global- Lending Club Loan & Mortgage
09.2018 - 11.2019
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Escalated issues to proper supervisors when standard processes were not effective.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
Customer Service- Subject Matter Expert
Sutherland Global-Lending Club Loans and Mortgage
02.2018 - 09.2018
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Made proactive calls to determine accounts requiring close attention, identifying problems and works through to resolution.
- Implemented departmental compliance with established standards and sought out improvement opportunities.
- Monitored operations and reviewed records and metrics to understand company performance.
- Located and suggested loan packages that met client needs and priorities.
- Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
Education
No Degree - Mass Communication
Texas Southern University
Houston, TX10-2017
High School Diploma -
James Madison Senior High School
Houston, TX06-2014
Skills
- Technologically savvy-Proficient in use of PC and MS Office (Word, Outlook, Teams, Excel)
- Customer relations
- Quality Assurance
- Credit card payment processing
- Call Center Operations
- Experience with conflict management and resolution
- Accurate data entry and strong attention to detail
- Ability to learn and apply new concepts quickly
- Strong interpersonal and social skills
- Excellent phone skills and phone voice
- Empathetic and Compassionate
- Active Listening
Certification
- First Aid Certification
- CPR/AED Certification
- ServSafe Food Handler's Certification
- OSHA Certified
- Home Health Aide (HHA) Certification
- TABC- Mixologist and Bartender
Timeline
Senior Outreach Specialist
Centauri Health Solutions Inc - Human Arc
06.2024 - Current
Customer Service Representative
Active TeleSource - Nevada Power
05.2021 - 03.2023
Lead Customer Service Representative
Percepta- Ford Motors
11.2019 - 01.2020
Customer Service Team Lead
Sutherland Global- Lending Club Loan & Mortgage
09.2018 - 11.2019
Customer Service- Subject Matter Expert
Sutherland Global-Lending Club Loans and Mortgage
02.2018 - 09.2018
No Degree - Mass Communication
Texas Southern University
High School Diploma -
James Madison Senior High School
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