Michael Taylor

Managed 50-100 inbound and outbound travel inquiries daily, handling reservations and budgeting via email, chat, and phone in a fast-paced remote environment. Maintained a 99% monthly Quality Score while coordinating scheduling updates and end-to-end case ownership.

Resolved sensitive claims and payment disputes for patients and providers with a 95% success rate. Audited medical claims to ensure 100% compliance, identifying and correcting million-dollar inaccuracies and managing follow-up support for members.

Delivered high-quality guest service in a high-volume restaurant by anticipating needs and building lasting customer loyalty. Maintained a professional, guest-focused approach during busy shifts.

Investigated and resolved complex claim denials by gathering supporting proof to overturn rejections through meticulous research. Implemented a new scheduling and follow-up workflow that reduced claim processing time while maintaining 99% adjudication accuracy.

Enforced confidentiality and security protocols for high-stakes exams by verifying identities and ensuring 100% compliance with testing policies. Provided virtual technical support, supervised up to 6 remote sessions, and documented anomalies with high attention to detail.

Provided personalized one-on-one coaching by addressing client needs and concerns while guiding them through governmental resource applications. Delivered empathetic, solution-focused support to improve clarity and next-step readiness for clients.

Currently upskilling in Technical Support & Networking through Cisco Networking Academy.

Earned a Caribbean Secondary Education Certificate (CSEC/CXC) with Visual Art and English A.

Completed an NVQ-J Level 2 Certificate in Food and Beverage Hosting, focusing on professional hospitality and guest relations.

Completed HP LIFE professional development covering customer experience and CRM, digital business and cybersecurity awareness, and business fundamentals including finance and design thinking.