Kaitlyn Macha
Menlo
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. I too am an empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Noridian Healthcare Solutions
Menlo
12.2024 - Current
- Surpassed sales goals through implementation of successful marketing strategies.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Entered client information and files into databases for further review and tracking.
- Provided technical advice to staff on eligibility issues related to specific cases.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Handled new enrollments by entering customers' data and reviewing information.
- Maintained positive working relationship with fellow staff and management.
Customer Service Representative
Maximus
Menlo
06.2021 - 12.2024
- Surpassed sales goals through implementation of successful marketing strategies.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Monitored team performance to identify areas for improvement.
- Exercised high levels of maturity, experience, judgment and rapid critical thought to operational environments.
- Oversaw realistic training and military education planning and administration.
- Coordinated closely with upper management to ensure that goals were met efficiently.
- Delegated responsibilities effectively among team members in order to maximize productivity.
- Developed and implemented unit goals, objectives, policies, and procedures.
- Resolved complex discrepancies in policyholder files to facilitate accurate claim processing.
Certified Nursing Assistant
GrapeTree Medical Staffing
06.2018 - 08.2019
- Shaved and draped patients to prepare for surgery, treatment or examination.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Assisted with admission procedures such as gathering personal data from the patient's chart.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Distributed drinking water and nourishment to residents.
- Used mobility devices to transport patients.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Supported non-ambulatory residents in range of motion exercises.
- Documented activities and recorded information in EMR system.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Supplied, collected and emptied patient bedpans on frequent basis.
- Took temperature readings orally or rectally as instructed by the RN or MD.
- Assisted patients with daily living activities, including bathing, dressing, and grooming.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Helped residents walk with or without self-help devices.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Observed patients for any changes in their physical or mental condition.
Director
KidZone Learning Center
Guthrie Center
02.2016 - 06.2018
- Negotiated high-value contracts with vendors and partners to optimize resource allocation.
- Developed and implemented strategic plans to ensure organizational goals were met.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Coordinated resources across departments to maximize productivity levels.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented systems for tracking progress on key initiatives or projects.
- Led cross-functional teams to drive project completion within budget and deadlines.
- Managed budgeting and financial planning processes for the organization.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Prepared staff work schedules and assigned team members to specific duties.
- Recruited, trained, supervised, evaluated and mentored staff members.
Education
High School Diploma -
Panorama Community School
Panora, IA05-2013
Skills
- Customer service
- Sales strategies
- Data entry
- Technical support
- Professional communication
- Relationship building
- Time management
- Training coordination
- Call center procedures
- Email management
- Team collaboration
- Performance monitoring
- Problem solving
- Attention to detail
Timeline
Customer Service Representative
Noridian Healthcare Solutions
12.2024 - Current
Customer Service Representative
Maximus
06.2021 - 12.2024
Certified Nursing Assistant
GrapeTree Medical Staffing
06.2018 - 08.2019
Director
KidZone Learning Center
02.2016 - 06.2018
High School Diploma -
Panorama Community School