KENNEDI SYMOUR TAYLOR

EMAIL: adtqc6@r.postjobfree.com

Phone: 205-***-****

Professional Summary

I am passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. I am looking for a position that allows the opportunity to utilize exceptional written and verbal communication skills via face to face and phone interactions. Looking to obtain rewarding career advancement opportunities while also seeking to use experience to resolve, enhance and transform the face of customer interaction. I am also a well-qualified customer service agent familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Knowledgeable and dedicated customer service professional with extensive experience in the health insurance industry industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Well-qualified representative familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.

Skill Sets

·Data entry

·Multi-line phone talent

·Computer proficient

·Complaint resolution

·Staff education and training

·Good listening skills

·Quick learner

·Professional telephone demeanor

·Recordkeeping strengths

·Interpersonal and written communication

·Accurate recordkeeping

·Positive relationships

·Computer skills

·Conflict resolution

·Relationship building

·Decision-making

·MS Office

·Computer operation

·Quality assurance standards

·Documentation ability

·Client documentation

·Care plan management

·Compassionate client care

·Client satisfaction

·Proper phone etiquette

·Meal preparation

·Housekeeping

·Service standard compliance

·Training development aptitude

·Account management

Work History

·Customer Service Representative Team Lead (Evolent Health)

- Start Date: January 2022 - October 2022

·Provided ongoing customer service.

·Reduced process inconsistencies and effectively trained team members on best practices and protocols.

·Maintained up-to-date knowledge of product and service changes.

·Devised workaround solutions for healthcare-related issues.

·Followed up with customers about resolved issues to maintain high standards of customer service.

·Delivered prompt service to prioritize customer needs.

·Cross-trained and provided backup support for organizational leadership.

·Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

·Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 80%.

·Resolved health care issues over phone with 100 customers daily.

·Followed-through on all critical inter-departmental escalations to increase customer retention rates.

·Recorded actions taken, issues resolved and healthcare plan information to effectively manage customer accounts.

·Educated customers about billing, payment processing and support policies and procedures.

·Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

·Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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·Customer Service Specialist (Adhere Health)

- Start Date: December 2020 - December 2021

·Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

·Assessed customer account information to determine current issues and potential solutions.

·Answered 90+ inbound calls per day and directed to individuals or departments.

·Supported operational improvements and resolution of problems to deliver top-notch customer service.

·Recommended improvements to products and services to mitigate complaints.

·Documented conversations with customers to track requests, problems and solutions.

·Asked probing questions to determine service needs and accurately input information into electronic systems.

·De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

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·Cigna Health Spring (Customer Service Representative)

- Start Date: January 2020 - December 2020

·Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.

·Managed processing of all benefits applications, including those for financial assistance.

·Inputted all gathered information and researched data on applicants into computer system using Pivotal.

·Scheduled appointments for agents, with applicants to gather information and explain benefits processes.

·Worked with computerized and automated systems for dispensing medications and editing new patient profiles.

·Answered customer telephone calls promptly and in an appropriate manner.

·Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.

·Learned and maintained in-depth understanding of policy information, providing knowledgeable responses to diverse questions.

·Received multiple positive reviews acknowledging dedication to excellent customer service.

·Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

·Delegated training materials for licensed sales agents to produce quality sales presentations.

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·Dear Seniors (Liscensed Caregiver)

- Start Date: Aust 2018 - Febuary 2019

·Developed strong and trusting rapport with patients to facilitate smooth, quality care.

·Aided with mobility and independence for disabled individuals and continually monitored safety.

·Liaised with supervisor to review cases and improve care.

·Tracked and reported clients' progress based on observations and conversations.

·Engaged with patients and families to provide emotional support and daily living instruction.

·Improved patient outlook and daily living through compassionate care.

·Reported concerns to nurse supervisor to promote optimal care.

·Helped clients with personal needs from exercise to bathing and personal grooming.

·Recognized emergencies and notified appropriate contacts, including paramedics and family members.

·Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.

·Built strong and trusting rapport with clients and loved ones.

·Prepared food and helped patients eat to support healthy nutrition.

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