Valerie Taylor
Jacksonville,FL
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adapt at exploring different solutions to address customer needs effectively.
Overview
6
6
years of professional experience
Work History
Citi Gold Customer Service Representative
Citi Bank
2022.10 - Current
- 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.
Scra Loan Quality Control Analyst
Citi Bank
2023.08 - 2024.02
- Improved overall production efficiency by identifying and resolving quality control issues.
- Conducted data review and followed standard practices to find solutions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Quality Control Analyst
Citi Bank
2021.01 - 2021.11
- Conducted data review and followed standard practices to find solutions.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
Collections 5 Agent
Citi Bank
2020.06 - 2021.11
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated departments for further investigation
- Understand and remain in compliance with financial institution laws
- Experience engaging and resolving complex inquiries
- Navigate through multiple systems
- Answer customer questions regarding problems with their accounts
- Collect payments or arrange for billing
- Worked as a subject matter expert while handling inbound and outbound calls.
Pharmacy Customer Service Representative
Convergys
2018.10 - 2020.06
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
- Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
- Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
- Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.
Education
HIGH SCHOOL DIPLOMA -
06.2018
Skills
- Time Allocation
- Analytical Thinking
- Medical Terminology
- HIPPA
- Financial Institution
- Written & Verbal Communication
- Active Listening
- Type 35 WPM
- MS Office
- Word
- Google Chrome
- IE
- Adobe
- Empathy
- Integrity
- Patient Counseling
- Organization
- Team Development
References
References available upon request
Timeline
Scra Loan Quality Control Analyst
Citi Bank
2023.08 - 2024.02
Citi Gold Customer Service Representative
Citi Bank
2022.10 - Current
Quality Control Analyst
Citi Bank
2021.01 - 2021.11
Collections 5 Agent
Citi Bank
2020.06 - 2021.11
Pharmacy Customer Service Representative
Convergys
2018.10 - 2020.06