Care Representative Professional Customer

Taylor Lawrence Jr.

**** ******** ****** **** #*, Cincinnati, OH 45227

513-***-**** ******.**********@*****.***

OBJECTIVE

• To obtain a position utilizing my degrees combined with my management and customer

relation skills. I would like to acquire a position that will allow me to utilize and develop

my leadership skills.

SKILLS

• Successful in partnering with all levels of management to develop and implement staffing

plans.

• Proven management skills training and supervising administrative employees ensuring

employee goals are met or exceeded.

• Highly cautious in handling confidential material.

• Professional manner and appearance.

EMPLOYMENT HISTORY

Fifth Third Bank, Madisonville, OH

Dispute Resolution Team Lead / Trainer Certified

May 2019 – present

• Communicate & provide professional customer service for internal & external

customers. Assist with intake or escalated calls as needed at the direction of

management.

• Expert level knowledge of department processes & product knowledge to serve as the

first line of support in resolving internal & external customer issues

• Train new hires in DRD intake procedures and assist in keeping training materials up

to date (including Knowledge Bank).

• Completes special projects & tasks as directed by management.

• Develop coaching techniques & feedback for productivity, quality, & process

effectiveness.

Anthem Blue Cross & Blue Shield, Mason, OH

Customer Care Representative/Grievance and Appeals Advocate

August, 2014 – May, 2019

• Perform research and conduct investigations on denied services.

• Identifies barriers to customer satisfaction and recommends actions to address

operational challenges. — answering calls in a prompt courteous manner.

• Work with the support team to ensure service level requirements are exceeded.

• Work with customers to ensure that contractual service expectations are exceeded.

Classification: Internal Use

Taylor Lawrence Jr.

5363 Tompkins Avenue Unit #3, Cincinnati, OH 45227

513-***-**** ******.**********@*****.***

Gerner & Kearns Co., L.P.A., Cincinnati, OH

Legal Manager

April, 2005 – July, 2014

• Typed documentations of title commitments.

• Supervised the foreclosure document process

• Served as first point of contact for clients, visitors and staff calling or visiting the

main administrative office.

• Efficiently operated switchboard within a high volume environment and provided

prompt, courteous and knowledgeable assistance.

• Proficient using Ramquest, CaseAware, AIM and Streamline.

• Won the “Employee of the Year” for 2010.

EDUCATION

University of Cincinnati

• Bachelor Degree in Child Psychology

• 1988-1991

University of Cincinnati

• Bachelor of Liberal Arts Degree

• 1986-1989

VOLUNTEER EXPERIENCE

Matthew 25

• Ministry

Children’s Hospital

• Walk/Run logistics

Fine Arts Fund

• Guest relations during special events

Rockdale Baptist Church

• Board of Trustee

• Deacon

• Mentor

Classification: Internal Use

Classification: Internal Use

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