Taylor Kennedy
Phoenix - Relocating To San Antonio, TX
Summary
With over 10 years of experience in sales and service QA, adept at maximizing team performance and achieving departmental goals. Experienced in remote team management and development of strategic plans. In 8 years, established a strong company culture focused on employee engagement and continuous learning opportunities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Relationship Manager
CRS Temporary Housing
05.2025 - 11.2025
- Cultivated and managed strategic relationships with insurance adjusters and carriers to secure temporary housing referrals for policyholders displaced by property loss events.
- Acted as a key liaison between insurance professionals and internal placement teams, ensuring smooth coordination and high customer satisfaction throughout the housing placement process.
- Proactively engaged with adjusters via phone, email, and in-person meetings to promote services, understand claim needs, and drive consistent referral volume.
- Educated adjusters on temporary housing solutions and claim processes, resulting in increased brand awareness and a measurable boost in filed claims.
- Monitored open claims, provided timely updates, and resolved escalated issues to ensure a seamless experience for both policyholders and insurance partners.
- Maintained a detailed CRM to track interactions, referral trends, and opportunities for increased engagement.
- Collaborated with internal departments (Placement, Billing, Customer Service) to support successful execution of housing contracts and client satisfaction goals.
- Contributed to regional business development strategies by identifying high-volume adjusters and targeting key accounts for outreach and retention efforts.
Manager of Sales & Service QA
Gate 1
10.2022 - 03.2025
- Maximized performance by monitoring daily activities and mentoring team members for two remote teams.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Hosted weekly trainings, calibrations, and continuing education for service and sales departments.
- Created and updated department SOP's.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Remote
Patient Recruitment Specialist
Affinity Health
06.2022 - 06.2023
- Managed multiple site accounts and daily interaction with patients.
- Screened and qualified patients to begin randomization for medical clinical trials while adhering to protocol.
- Scheduled patients for clinic visits and handled all patient interaction daily.
- Complied with all HIPPA regulations.
- Used CRM database to track patient correspondence, call outcomes, and recruitment screening outcomes.
- Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
- Remote
Manager of Quality Assurance & Training
StudyKIK
10.2017 - 10.2022
- Maximized performance by monitoring KPI's, daily activities and mentoring team members.
- Produced and finalized patient qualification guidelines while adhering to client protocol.
- Trained and on-boarded all new agents for department.
- Cross-trained existing employees to maximize team agility and performance.
- Created training modules for company policies and protocols as well as multiple medical indications.
- Assisted with patient recruitment as needed while continuing education of all call center agents.
- Coordinated with operation managers to provide feedback about department and individual goals.
- Hosted bi-weekly trainings and continuing education for entire department.
- Created and updated department SOP's.
- Improved marketing to attract new customers and promote business.
- Remote
Quality Assurance
Momentum Solar
01.2016 - 01.2017
- Implemented a comprehensive quality control system that enhanced performance optimization, fostering a culture of continuous improvement and accountability.
- Assisted with administrative tasks for department managers and directors.
- Assessed processes and policies for accuracy.
- Used CRM database to track customer correspondence, call outcomes, and schedules.
- Assisted sales agents and customer service agents with schedules.
- Full-time
Education
Diagnostic Medical Sonography - undefined
JFK Muhlenberg Snyder School
Plainfield, NJCertified Nursing Assistant - undefined
LTC Career Training
Neptune City, NJundefined
ARROJO Cosmetology School
New York, NYSkills
- Auditing, AWS, Clinical research, Clinical trials, Commission Specialist, Computer skills, Contracts, CRM, Customer service, Data Entry, Decision-making, Digital marketing, E-commerce, Food safety, GCP, Google Suite, HIPPA, Leadership, Management, Microsoft Excel, Microsoft Office, Quality Assurance, Quality control, Relationship building, Salesforce, Social media management, Staff management, Task delegation, Time management, Windows
Certification
Food Handler and Safety Certification
Timeline
Relationship Manager
CRS Temporary Housing
05.2025 - 11.2025
Manager of Sales & Service QA
Gate 1
10.2022 - 03.2025
Patient Recruitment Specialist
Affinity Health
06.2022 - 06.2023
Manager of Quality Assurance & Training
StudyKIK
10.2017 - 10.2022
Quality Assurance
Momentum Solar
01.2016 - 01.2017
Diagnostic Medical Sonography - undefined
JFK Muhlenberg Snyder School
Certified Nursing Assistant - undefined
LTC Career Training
undefined
ARROJO Cosmetology School