SERENA

TAYLOR

adv9hg@r.postjobfree.com

770-***-****

Saint Paul, MN 55107

“Dedicated and trustworthy customer service specialist with 20 years of experience in online software troubleshooting, tech support, call center, customer service and retention positions. Industrious in Quality Control Assurance, Lost Prevention Dispatching and Research team leader, a mentor who has formulated herself in the CEO, Supervising Management Training and Advocacy. Critiquing employment skills while interchange and interacting proactive assemblage of experience and skills. Versatile enough to oversee a staff of 25+ employees. Maintaining high quality standards in fast-paced call center environments. Flexible enough to succeed in office, hybrid, virtual, or chat environments. Consistently reducing risk margins utilizing my skills by ensuring my quality compliance, and performance

PROFESSIONAL SUMMARY

United Home Health Care - Customer Service Representative /ICLS /PCA St Paul MN • 10/2022 - Current

THREE LINES INC - Customer Support Executive/Customer Service Agent/ St Paul MN • 08/2022 - Current

Abbey Care Inc Home Health - Senior Client Relationship Manager/PCA/ICLS St Paul Mn • 08/2022 - Current

WORK HISTORY

Used principles of growth and development to provide age-specific treatment and care.

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• Scheduled and accompanied clients to medical appointments.

• Remained alert to problems or health issues of clients and competently responded. Recognized and reported abnormalities or changes in patients' health status to case manager.

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• Answered patient assistance calls, assessed needs, and offered qualified support. Educated patients and families on proper care and treatment to facilitate successful home care.

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• Investigated and resolved customer inquiries and complaints quickly.

• Trained staff on operating procedures and company services.

• Investigated and resolved accounting, service and delivery concerns.

• Customer Service Dispatcher Trainee

Maintained customer database (incl. establishing canceling, updating purged customer accounts.) Organized Virtual Seminars Meeting for products & Services

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• Preserved accurate records of dispatched orders, deliveries and receipts. Coordinated policies & procedures Monitored virtual call center, Supervised Escalations and repetition department interacting with Corporate Complaints Compliance Issues for internal and external satisfaction.

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• Answered constant flow of customer calls with minimal wait times. Prepared and submitted reports to keep management informed of sales, training & retention activities progress.

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Provided troubleshooting solutions: training assisting customers, management Customer Service Agents with technical issues

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• Received new orders, prepared documentation, and assigned personnel. Sent out drivers to assist 100 hourly callers based on locations, needs and worker availability.

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• Remained alert to problems or health issues of clients and competently responded.

• Supported patient admissions, discharges, and transfers to promote team productivity.

• Answered patient assistance calls, assessed needs, and offered qualified support. Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.

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SKILLS

Investigate Claims: Complaint

Resolution

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• Customer Service

• Risk Management Quality Assurance

• Coaching and Mentoring

• Online Chat

• High-Volume Environments

Dekalb Tech

Clarkston GA

Associate of Applied Science: Information

Technology

Thomas Edison State University

Trenton, NJ

Bachelor of Arts: Homeland Security

University of Phoenix

Online

Bachelor of Arts: Information Technology

Dekalb Tech

Clarkston Ga

Diploma: Micro Computers

Katharine Gibbs School

Piscataway, NJ

Associate of Applied Science: Criminal

Justice

Draughon's Junior College

Atlanta GA

Associate of Applied Science: Information

Technol Computer Networking

University of Minnesota

Online

EDUCATION

Certificate: PCA/ICLS

Lucent, ATT, Alliance Certificate Training

ADA Department of Justice: Disability

Training for Emergency Training Access,

Java, Unix, Google,

E-Mail, Chat, Adobe, Corel, Davox Zip Tone

Dialer Dos, Excel, Front Page, Internet

Explorer, Microsoft Office 2010, Microsoft

Publisher. Netscape, Outlook, PeopleSoft,

Photo Suite 8, Power Point, Ram, S.A.P.,

UNIX, Windows 98,'present Life Coach,

Customer Service & Conflict Relations,

Ergonomics, Collections, Quality Control,

Quality Assurance, Appraiser Certifications

C+

TTECH/ Peach State Insurance Brooker - Insurance Customer Service Representative

Duluth, GA • 01/2021 - Current

SERTAY ENTERPRISES INC - Client Consultant/Support Manager/Customer Service Executive

Lithonia, GA • 01/2005 - Current

AT&T/Lucent Technologies - Customer Service Manager/Representative/Agent Marietta GA • 12/1998 - 01/2010

Determined specific needs and provided most appropriate level of services for patient well-being.

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• Prepared insurance claim forms or related documents and reviewed for completeness.

• Completed customer applications and updated records to reflect current information. Processed insurance policy cancellations and renewals quickly to meet call time targets.

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Trained new customer service representatives on best practices, policies and procedures.

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Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

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Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

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Evaluated employee performance and conveyed constructive feedback to improve skills.

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Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

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Handled call center volume of customers. Interchanging from inbound to outbound environment. Responded to calls ie voice, emails, and chats maintaining positive attitude obtaining customer satisfaction.

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Analyzed escalated discrepancies, concerns, complaints, and grievances. Achieving high satisfaction rating and accommodations

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• Developed and implemented customer service policies and procedures.

• Communicated with customers to provide delivery updates and resolution.

• Scheduled deliveries and pickups according to customer needs. Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.

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• Scheduled and organized delivery routes.

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

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Offered advice and assistance to customers, paying attention to special needs or wants.

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• Developed and implemented strategies to streamline office operations.

• Directed dispatching, routing, and tracking of 20 fleet vehicles.

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