Kaitlyn Riley
Durant
Summary
Experienced with financial analysis, billing procedures, and customer service. Utilizes strong analytical skills to ensure accurate and timely billing. Knowledge of financial regulations and customer service principles, delivering reliable and effective solutions.
Offering passion for sports and customer service, eager to learn and develop in retail environment. Brings ability to quickly understand product details and assist customers effectively. Ready to use and develop customer service and sales skills in [Desired Position] role.
Offering excellent interpersonal skills and natural ability to connect with customers, eager to learn and develop in retail environment. Brings understanding of customer service principles and effective communication techniques. Ready to use and develop sales and customer service skills in [Desired Position] role.
Customer service professional with solid history in managing customer service teams and enhancing customer experiences. Known for fostering collaborative team environment and delivering consistent results. Possesses strong leadership and communication skills, adaptable to changing needs, and reliable in high-pressure situations.
Overview
12
12
years of professional experience
Work History
Cleaner
Maid 2 Shine Cleaning
05.2022 - Current
- Wash dishes and clean kitchens, cooking utensils, and silverware
- Prepare rooms for meetings and arrange decorations, media equipment, and furniture for social or business functions
- Assign duties to other staff and give instructions regarding work methods and routines
- Disinfect equipment and supplies, using germicides or steam-operated sterilizers
- Dust and polish furniture and equipment
- Replenish supplies, such as drinking glasses, linens, writing supplies, and bathroom items
- Sweep, scrub, wax, or polish floors, using brooms, mops, or powered scrubbing and waxing machines
- Clean rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms, and other work areas so that health standards are met
- Polish silver accessories and metalwork, such as fixtures and fittings
- Wash windows, walls, ceilings, and woodwork, waxing and polishing as necessary
- Experience with: Facebook, Microsoft Windows, Microsoft Excel, Email software, Toilet brushes, Sponges, Scouring pads, Tile brushes, Cleaning brushes, Vinyl gloves, Squeegees, Spray bottles, Push brooms, Protective face shields, Personal computers, Industrial vacuum cleaners, Dust mops, Dust masks, Clothes ironing equipment, Cleaning scrapers, Carpet steamers, Carpet shampooers, Toilet brush and toilet brush holder
Senior rep
Alorica
08.2021 - 05.2022
- Refer unresolved customer grievances to designated departments for further investigation
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
- Order tests that could determine the causes of product malfunctions
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Solicit sales of new or additional services or products
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Medical Assistant
Dr. Sanober Kable
05.2021 - 09.2021
- Perform routine laboratory tests and sample analyses
- Prepare and administer medications as directed by a physician
- Prepare treatment rooms for patient examinations, keeping the rooms neat and clean
- Schedule appointments for patients
- Set up medical laboratory equipment
- Show patients to examination rooms and prepare them for the physician
- Record patients' medical history, vital statistics, or information such as test results in medical records
- Collect blood, tissue, or other laboratory specimens, log the specimens, and prepare them for testing
- Explain treatment procedures, medications, diets, or physicians' instructions to patients
- Help physicians examine and treat patients, handing them instruments or materials or performing such tasks as giving injections or removing sutures
- Perform general office duties, such as answering telephones, taking dictation, or completing insurance forms
- Inventory and order medical, lab, or office supplies or equipment
- Keep financial records or perform other bookkeeping duties, such as handling credit or collections or mailing monthly statements to patients
- Operate x-ray, electrocardiogram (EKG), or other equipment to administer routine diagnostic tests
- Interview patients to obtain medical information and measure their vital signs, weight, and height
- Greet and log in patients arriving at office or clinic
- Contact medical facilities or departments to schedule patients for tests or admission
- Clean and sterilize instruments and dispose of contaminated supplies
- Change dressings on wounds
- Authorize drug refills and provide prescription information to pharmacies
- Estimating the Quantifiable Characteristics of Products, Events, or Information
- Getting Information
- Guiding, Directing, and Motivating Subordinates
- Handling and Moving Objects
- Identifying Objects, Actions, and Events
- Inspecting Equipment, Structures, or Material
- Interacting With Computers
- Judging the Qualities of Things, Services, or People
- Making Decisions and Solving Problems
- Monitor Processes, Materials, or Surroundings
- Monitoring and Controlling Resources
- Operating Vehicles, Mechanized Devices, or Equipment
- Organizing, Planning, and Prioritizing Work
- Performing Administrative Activities
- Performing for or Working Directly with the Public
- Resolving Conflicts and Negotiating with Others
- Establishing and Maintaining Interpersonal Relationships
- Documenting/Recording Information
- Developing Objectives and Strategies
- Developing and Building Teams
- Coordinating the Work and Activities of Others
- Assisting and Caring for Others
- Experience with: Baumanometers, Appointment scheduling software, Billing software, Bookkeeping software, Business software applications, Database software, Diagnostic and procedural coding software, Microsoft Office SharePoint Server MOSS, Patient management software, Spreadsheet software, Web browser software, Electronic blood pressure measuring devices, Pulmonary function measurement equipment, Pulmonary nebulizers, Microsoft Word, Electronic medical record EMR software, Medical procedure coding software, eClinicalWorks, GE Healthcare Centricity EMR, IDX Systems Patient Chart Tracking, Microsoft Office, Credit card readers, Microsoft SharePoint
server
Main street BBQ
12.2020 - 06.2021
- Greeted and seated customers, brought out beverages, pre bussed tables, described food items, brought out food in a timely manner, garnished food dishes, made salads, cleaned off tables, restocked supplies on tables including bbq sauce
Customer Service Representative
Alorica
04.2013 - 05.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
Associate's Degree - Nursing Science
Grayson College
Denison, TX05.2021
Skills
- 10 years' experience in customer service, administrative and graphic design
- Computer literate: Word, Excel, Access, database, A Certification, Internet, email, familiar with PowerPoint
- Willing to take on additional responsibilities and challenges
- Works effectively as a team member
- Administrative Support/Office Manager/Clerical with 10 years' experience in a medical office
- Maintain patient confidentiality in accordance with HIPPA/OSHA regulations
- Computer literate: Office 2010, Excel, Access, PowerPoint
- Strong attention to detail, customer service and listening skills; highly motivated, creative and flexible
- Possess effective planning, organizational, communication, presentation and interpersonal skills
- Professional known for making managerial decisions, using discretion and processing highly confidential information
- Professional and reliable administrative assistant, waitress, truck driver, etc with 5 years' experience in the banking, food services, transportation, etc industry
- Self-motivated team member, employee with the ability to meet, exceed, achieve deadlines and goals
- Problem-solving
- Reliability and punctuality
- Time management
- Customer service
Timeline
Cleaner
Maid 2 Shine Cleaning
05.2022 - Current
Senior rep
Alorica
08.2021 - 05.2022
Medical Assistant
Dr. Sanober Kable
05.2021 - 09.2021
server
Main street BBQ
12.2020 - 06.2021
Customer Service Representative
Alorica
04.2013 - 05.2015
Associate's Degree - Nursing Science
Grayson College
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