Kaila Segars
Hampton,SC
Summary
Dynamic Customer Service Manager with a proven track record at Smith's Tree Service, as well as Family Practice Office, and Foundever. Specializing in complaint resolution and staff training. Excelled in enhancing customer satisfaction and loyalty, demonstrated through effective conflict resolution and mentoring techniques. Skilled in metric tracking and call center operations, significantly improving service delivery and operational efficiency.
Effective Medical Claims Processor with strong background building rapport with providers to discuss claim status or claim denials. Driven performer equipped to handle multiple administrative tasks effectively. Exemplary worker with highly investigative skills when processing claims.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
7
7
years of professional experience
Work History
Medical Office Assistant
Dr. Luis Vega
07.2025 - 08.2026
- Managed patient scheduling, ensuring optimal appointment flow and minimizing wait times.
- Implemented electronic health record (EHR) updates, streamlining documentation processes for enhanced accuracy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Updated patient information and insurance details for accurate electronic medical records.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Facilitated smooth operation of medical office by assisting with billing and insurance verification.
- Computer system experience with data entry and database documentation knowledge.
Call Center Representative
Foundever
01.2025 - 07.2025
- Managed high-volume inbound calls, ensuring prompt and effective resolution of customer inquiries.
- Analyzed call data to identify trends and recommend improvements in service delivery.
- Led initiatives to reduce average handling time while maintaining high service quality standards.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Service Manager
Smith's Tree Service
03.2019 - 11.2024
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Handle and carefully respond to all customer inquiries
- Provide excellent customer service through active listening
- Work with confidential customer information and treat it sensitively
- Aim to resolve issues on the first call by being proactive
- Appropriately communicate with customers
- Calmly attempt to resolve and de-escalate any issues
- Escalate interactions when necessary and appropriate
- Track all call related information for auditing and reporting purposes
- Provide feedback on call issues
- Upsell if required
Education
Associate of Arts - Education
University of Phoenix
Tempe, AZ05-2010
Skills
- Exceptional telephone etiquette
- Conflict resolution
- Handling escalations
- Call center operations
- Data entry
- Office administration
- Patient scheduling
- Insurance verification
- Records management
- Insurance billing
- Call center customer service
Timeline
Medical Office Assistant
Dr. Luis Vega
07.2025 - 08.2026
Call Center Representative
Foundever
01.2025 - 07.2025
Customer Service Manager
Smith's Tree Service
03.2019 - 11.2024
Associate of Arts - Education
University of Phoenix