Breasia Taylor
Indianapolis
Summary
Operations and administrative professional with more than five years of experience in customer service, office operations, HR administration, recruiting, onboarding, payroll coordination, scheduling, and compliance. Recognized for building strong relationships, solving problems, and keeping daily operations running smoothly. Adaptable, organized, and committed to delivering exceptional service while continuing to grow professionally.
Overview
7
7
years of professional experience
Work History
Operations & HR Manager
All Love Home Care Services
Indianapolis, IN
12.2023 - Current
- Manage daily office operations while serving as the primary point of contact for employees, clients, families, and case managers.
- Oversee the full employee lifecycle, including recruiting, interviewing, hiring, onboarding, training, employee relations, and personnel file management.
- Coordinate employee schedules, resolve staffing conflicts, and respond to daily scheduling changes to ensure uninterrupted client care.
- Process payroll, review timesheets for accuracy, investigate discrepancies, and resolve employee payroll concerns.
- Maintain employee and client records while ensuring compliance with company policies, state regulations, and documentation requirements.
- Train new employees on office systems, company policies, scheduling procedures, and day-to-day operations.
- Resolve complex employee, client, and operational issues through effective communication, problem-solving, and follow-up.
- Stay informed on Medicaid regulations, policy updates, and operational requirements to support organizational compliance.
- Serve as a trusted resource by independently researching solutions, implementing new processes, and adapting to changing operational and regulatory requirements.
Member Advocate | Escalation Team
Professional Management Enterprises
Indianapolis, IN
08.2022 - 12.2023
- Assisted Medicaid members with scheduling transportation to medical appointments through high-volume inbound and outbound calls.
- Provided compassionate customer support by answering questions, resolving concerns, and ensuring members understood available transportation benefits.
- Coordinated with healthcare providers, transportation vendors, and internal departments.
- Managed multiple systems simultaneously while maintaining accurate documentation and protecting confidential member information.
- Resolved time-sensitive transportation issues by identifying solutions and communicating updates to members and service providers.
- Built positive relationships with members by actively listening, demonstrating empathy, and delivering exceptional customer service.
- Adapted quickly to changing procedures, policies, and system updates in a fast-paced call center environment.
- Promoted to handle supervisor calls and escalated member concerns based on strong performance, professionalism, and problem-solving abilities.
Claims Support Representative
IAA (Insurance Auto Auctions)
Indianapolis, IN
02.2021 - 08.2022
- Contacted third-party lienholders and financial institutions to obtain vehicle payoff information for total-loss insurance claims.
- Verified account information and maintained accurate documentation to support timely claim processing.
- Communicated professionally with banks, lenders, insurance companies, and internal departments to resolve account discrepancies.
- Managed a high volume of outbound calls while meeting productivity and accuracy expectations.
- Maintained confidential financial information while ensuring compliance with company procedures.
- Prioritized multiple requests and deadlines in a fast-paced, detail-oriented environment.
Customer Care Specialist
Aerotek/CareSource
Indianapolis, IN
11.2019 - 02.2021
- Assisted members and healthcare providers with questions regarding claims, benefits, eligibility, and coverage.
- Researched and resolved customer concerns while providing accurate information and timely solutions.
- Documented customer interactions and maintained confidential member information in compliance with HIPAA regulations.
- Navigated multiple systems to investigate accounts and provide efficient resolutions.
- Delivered professional, compassionate customer service in a high-volume call center environment while meeting quality and performance expectations.
Education
Medical Billing & Coding - Online course
Penn Foster
06-2026
High school diploma - undefined
Indiana Math and Science Academy North (IMSA)
Indianapolis, IN05-2016
Skills
- Customer service
- Microsoft Excel
- Onboarding
- Conflict resolution
- Payroll management
- Problem-solving
- Google Workspace
- Employee relations
- Microsoft Office
- Operations management
- Internal recruiting
- Appointment scheduling
- Microsoft office proficiency
- Training and mentoring
- HR policies and procedures
Timeline
Operations & HR Manager
All Love Home Care Services
12.2023 - Current
Member Advocate | Escalation Team
Professional Management Enterprises
08.2022 - 12.2023
Claims Support Representative
IAA (Insurance Auto Auctions)
02.2021 - 08.2022
Customer Care Specialist
Aerotek/CareSource
11.2019 - 02.2021
High school diploma - undefined
Indiana Math and Science Academy North (IMSA)
Medical Billing & Coding - Online course
Penn Foster