KaiLea Martin
Houston,TX
Summary
Friendly and reliable customer service professional with over 11 of experience in front desk operations, client relations, and administrative support. Skilled at managing high-pressure situations with a calm, solution-focused approach. Known for delivering exceptional service and creating positive guest experiences.
Overview
11
11
years of professional experience
Work History
Reservations Agent
Metro Transit Authority
01.2025 - Current
- Answer an average of 80+ calls daily to book and confirm ride reservations for ADA-eligible customers.
- Use RouteMatch scheduling software to enter trip requests, verify client profiles, and adjust pickup windows.
- Communicate with dispatchers and drivers to resolve last-minute trip conflicts or delays.
- Educate riders on service policies, fare structures, and eligibility rules.
- Maintain high accuracy in data entry while meeting strict performance and customer satisfaction metrics.
Front Desk Receptionist
N8 Massage
08.2020 - 12.2024
- Patient Check-In & Check-Out
- Insurance Verification (Medicare, Medicaid, PPO)
- Appointment Scheduling
- Medical Records Management (HIPAA Compliant)
- Multiline Phone Systems
- Billing & Co-Pay Collection
- Electronic Health Records (EHR/EMR)
- Customer Service
- Conflict Resolution
- Data Entry & Clerical Tasks
Front Desk Receptionist
The Joint Chiropractic
09.2017 - 05.2019
- Patient Intake & Documentation
- EHR/EMR Software (e.g., ChiroTouch, Kareo)
- Scheduling & Appointment Management
- Therapeutic Modalities Assistance
- Front Desk Reception
- HIPAA Compliance
- Insurance Verification
- Office Administration
- Excellent Communication Skills
- Basic Anatomy & Physiology Knowledge
Debt Collector
Bonneville Collections
05.2014 - 06.2017
- Contact customers via phone, email, or mail to collect past-due balances
- Review and manage assigned accounts in the collections system
- Negotiate payment plans or settlements within company guidelines
- Update account information and record all communications in CRM software
- Follow up with customers on broken promises or missed payments
- Explain account details and resolve disputes when possible
- Adhere to all federal and state regulations (e.g., FDCPA)
- Skip trace (locate) debtors using online tools when necessary
- Recommend accounts for legal action or write-off if collection efforts fail
- Meet or exceed monthly performance targets and call quotas
Education
High School Diploma -
Weber High School
Pleasant View, UT05.2014
Skills
- Patience and composure
- Customer engagement
- Reservations assistance
- Proficient in software
- Email etiquette
- Upselling strategies
- Issue resolution
- Pricing data
- Cancellation policies
- Skilled in software
- Language fluency
- Reservations processing
- Phone inquiries
- Telephone reservations
- Schedule maintenance
- Call control
- Travel planning
- Telephone reception
- Customer reservations
- Sales
- Customer service
- Creative thinking
- Reservation confirmation
- Problem-solving
- Relationship building
- Flexible schedule
- Documentation
- Decision-making
- Active listening
- Itinerary planning
- Critical thinking
- Microsoft office
- Teamwork and collaboration
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Verbal and written communication
- Phone and email etiquette
- Cash handling
- Data entry
- Task prioritization
Timeline
Reservations Agent
Metro Transit Authority
01.2025 - Current
Front Desk Receptionist
N8 Massage
08.2020 - 12.2024
Front Desk Receptionist
The Joint Chiropractic
09.2017 - 05.2019
Debt Collector
Bonneville Collections
05.2014 - 06.2017
High School Diploma -
Weber High School