Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paris Taylor

Atlanta

Summary

Highly motivated and detail-oriented professional with over 10years of experience in customer service, healthcare coordination, and team supervision within fast-paced, high-volume environments. Proven ability to deliver exceptional service, resolve complex issues, and lead cross-functional teams to meet performance goals and enhance client satisfaction. Skilled in navigating insurance processes, healthcare systems, CRM platforms, and call center operations with accuracy and efficiency. Recognized for empathetic communication, problem-solving under pressure, and a consistent commitment to operational excellence and patient-centered care.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Assurant
08.2024 - Current
  • Customer Relationship Management (CRM) Software
    Experienced in using platforms like Salesforce and Zendesk to manage customer interactions, track inquiries, and resolve cases efficiently. Skilled in maintaining accurate documentation and updating customer records in real-time.
  • Insurance Claims Processing
    Knowledgeable in handling insurance and warranty claims, including reviewing eligibility, gathering necessary documentation, and coordinating with internal departments to expedite resolution.
  • Policy & Coverage Interpretation
    Able to clearly explain complex insurance policies and service contracts to customers, ensuring they fully understand their coverage, exclusions, and available options.
  • Multi-Channel Communication Support
    Proficient in managing customer interactions across phone, email, live chat, and SMS, ensuring a seamless and responsive experience regardless of the communication channel.
  • Data Entry & Accuracy
    High level of accuracy in entering and verifying customer data, claim information, and billing details, helping reduce errors and support regulatory compliance.
  • Call Center Systems & Tools
    Experienced with high-volume call center environments, using auto-dialers, ticketing systems, call scripts, and escalation protocols to meet service-level agreements (SLAs).
  • Microsoft Office Suite
    Proficient in Microsoft Excel for logging case data and identifying trends, Outlook for customer correspondence, and Word for drafting formal communications and reports.
  • HIPAA & Regulatory Compliance
    Familiar with handling sensitive information and following data privacy regulations, particularly HIPAA guidelines, when managing insurance-related inquiries.
  • Billing Support & Payment Resolution
    Skilled in assisting customers with billing issues, payment arrangements, refunds, and account inquiries in a professional and accurate manner.
  • Technical Troubleshooting
    Able to guide customers through basic troubleshooting steps for mobile device insurance claims, particularly in Assurant’s device protection service area.
  • Empathetic Customer Engagement
    Trained in active listening and showing genuine concern to build rapport with frustrated or confused customers, especially during high-stress situations like claims denials or service outages.
  • Problem-Solving Mindset
    Strong critical thinking skills to quickly identify the root of an issue, offer appropriate solutions, and follow up to ensure full resolution.
  • Conflict De-escalation
    Effective at calming upset customers by remaining composed, validating concerns, and offering practical steps toward resolution, minimizing the need for escalation.
  • Time Management & Multitasking
    Capable of balancing multiple cases, responding to live inquiries, and updating records simultaneously without sacrificing accuracy or service quality.
  • Adaptability to Change
    Quick to learn new systems, adjust to updated policies, and handle shifting priorities in a dynamic service environment like Assurant’s.
  • Detail-Oriented Communication
    Communicates clearly and professionally, ensuring that instructions and information are complete, accurate, and easy for the customer to understand.
  • Team Collaboration
    Works well with colleagues, supervisors, and other departments to ensure a consistent and aligned customer service experience.

Patient Care Coordinator

Connect Hearing
08.2023 - 07.2024
  • Patient Scheduling & Appointment Coordination
    Proficient in scheduling hearing evaluations, fittings, and follow-up appointments using electronic scheduling systems. Able to manage calendars for multiple providers and ensure minimal wait times.
  • Electronic Health Records (EHR) Management
    Experienced in updating and maintaining confidential patient information in compliance with HIPAA using systems like Blueprint OMS, CounselEAR, or similar audiology-focused software.
  • Insurance Verification & Authorization
    Skilled in verifying insurance eligibility and obtaining pre-authorizations for hearing aids and services. Familiar with Medicare, Medicaid, and private insurer processes.
  • Front Desk Operations
    Capable of managing check-in/check-out processes, collecting co-pays, answering multi-line phones, and assisting walk-in patients in a professional and welcoming manner.
  • Billing & Payment Processing
    Knowledge of handling patient billing inquiries, processing payments, and explaining financing options for hearing devices or follow-up care.
  • Hearing Aid Inventory Management
    Comfortable managing the ordering, receiving, and tracking of hearing aid devices and accessories, and maintaining inventory accuracy.

Customer Service Representative

Aetna
01.2022 - 08.2023
  • CRM and Call Center Software
    Proficient in using customer service platforms such as Salesforce, Avaya, or proprietary Aetna systems to track interactions and maintain accurate member records.
  • Multi-Channel Communication Support
    Able to handle inquiries via inbound/outbound phone calls, secure messaging, live chat, and email, maintaining consistent quality across all channels.
  • Data Entry & Documentation Accuracy
    Detail-oriented when inputting member information, call logs, and follow-up actions to ensure accuracy for auditing and quality assurance.
  • Insurance Terminology & Coding Familiarity
    Basic understanding of CPT, ICD-10, and billing codes to aid in claim inquiries and resolve billing disputes with providers.
  • Problem-Solving in Real-Time
    Uses system tools and knowledge bases to resolve issues in a single interaction when possible, reducing transfers and callbacks.
  • Empathetic Member Support
    Demonstrates compassion and understanding while assisting members—especially those dealing with complex health needs or coverage confusion.
  • Conflict De-Escalation
    Skilled in managing frustrated callers with professionalism, actively listening to concerns, and offering solutions to regain trust and satisfaction.
  • Clear & Professional Communication
    Able to simplify insurance jargon for members of all backgrounds and communicate policy updates or benefit changes in a clear, friendly tone.
  • Time Management & Efficiency
    Manages high call volumes and adheres to performance metrics (AHT, FCR, CSAT) while maintaining quality and empathy in every interaction.
  • Collaboration & Team Support
    Works closely with claims processors, case managers, and supervisors to resolve complex issues and meet organizational goals.
  • Adaptability to Change
    Flexible and quick to learn updates in healthcare regulations, plan offerings, system changes, or procedural adjustments.

Assistant Manager

Goals Plastic Surgery
01.2020 - 12.2022
  • Team Supervision & Staff Scheduling
    Directs front desk, medical assistants, and back-office teams by creating efficient staff schedules, delegating tasks, and resolving internal issues promptly.
  • KPI Monitoring & Reporting
    Tracks and reports on key metrics such as patient volume, appointment conversion rates, cancellation rates, and revenue trends.
  • Payment & Financing Coordination
    Familiar with cosmetic surgery financing (e.g., CareCredit, Alphaeon), payment collection, billing inquiries, and refund policies.
  • Marketing & Lead Conversion Support
    Works with the marketing team to follow up on leads, manage online inquiries, and improve consultation-to-surgery conversion.
  • Patient Experience & Satisfaction Oversight
    Handles escalated complaints, follows up on concerns, and implements improvements to ensure a luxury experience aligned with the Goals Plastic Surgery brand.

Call Center Supervisor

Vesta Inc.
02.2015 - 09.2018
  • Inbound/Outbound Call Management
    Experienced in managing high-volume call environments, including customer inquiries, escalations, and proactive outbound communication campaigns.
  • Escalation Handling & Issue Resolution
    Serves as the next level of support for complex or escalated issues, working to resolve problems quickly and restore customer satisfaction.
  • Call Monitoring & Quality Assurance (QA)
    Monitors live and recorded calls, provides QA scoring, and implements corrective actions to ensure compliance with scripts, tone, and service protocols.
  • Standard Operating Procedures (SOPs) Enforcement
    Ensures agents follow company guidelines, policies, and customer service scripts to maintain brand integrity and legal compliance.

Education

BBA - Human Resources Management

Colorado Technical University
Colorado Springs, CO
05-2026

Associate of Applied Science - General Studies

Atlanta Technical College
Atlanta, GA
05-2015

Skills

  • Explaining complex information (insurance plans, medical procedures, service coverage)
  • De-escalating concerns with empathy
  • Speaking with professionalism and tact
  • Active listening and responding with care

Timeline

Customer Service Representative

Assurant
08.2024 - Current

Patient Care Coordinator

Connect Hearing
08.2023 - 07.2024

Customer Service Representative

Aetna
01.2022 - 08.2023

Assistant Manager

Goals Plastic Surgery
01.2020 - 12.2022

Call Center Supervisor

Vesta Inc.
02.2015 - 09.2018

BBA - Human Resources Management

Colorado Technical University

Associate of Applied Science - General Studies

Atlanta Technical College

Similar Profiles

CREATE PROFILE
Paris Taylor