Kaitlyn Wilkins
Winston-Salem,NC
Summary
Customer-focused administrative professional with experience in client support and operations coordination across healthcare, hospitality, and transportation sectors. Delivers courteous service and maintains accurate records, contributing to organizational goals and enhancing customer experiences.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
InteLogix
09.2026 - Current
- Resolved inbound customer inquiries with accurate, professional support across phone, chat, and email channels.
- Assisted customers with billing questions, service issues, and order updates using established procedures.
- Maintained consistent call quality by following scripts, compliance standards, and service guidelines.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administrative Specialist (Contract)
Adler Therapy Group
11.2025 - 02.2026
- Coordinated patient intake process from inquiry to provider assignment, enhancing patient flow. Scheduled evaluations and recurring appointments, maximizing provider calendar utilization. Ensured HIP AA-compliant handling and digitization of sensitive records. Collected demographics, verified insurance, and processed co-pays.
- Verified insurance details and benefits, supporting accurate intake and authorization workflows.
- Processed referral paperwork and patient documentation with strict attention to confidentiality and accuracy.
- Coordinated patient scheduling, rescheduling, and calendar updates to maintain smooth daily therapy operations.
Office Assistant (Contract)
Recovery for Life
08.2025 - 11.2025
- Coordinated clinical intake and patient flow, ensuring efficient service delivery in high-volume recovery center. Acted as primary Insurance Specialist, verifying eligibility and benefits through Availity. Conducted confidential urinalysis screenings, maintaining strict privacy standards to protect patient information.
- Managed patient scheduling, appointment confirmations, and calendar updates for smooth daily operations.
- Processed intake paperwork, maintaining accurate records and organized client files.
- Answered incoming calls, routed messages, and responded to routine inquiries promptly.
Family Caregiver
02.2024 - 08.2025
- Supported family needs while caring for premature child.
Guest Service Associate
Homewood Suites by Hilton
08.2023 - 02.2024
- Provided high-volume front-desk service, managing check-ins, payments, and guest inquiries efficiently. Addressed complex guest concerns with professionalism, demonstrating effective problem-solving skills to enhance guest satisfaction.
- Greeted guests, completed check-in and check-out procedures, and verified reservation details.
- Resolved guest concerns promptly, maintaining service standards and positive satisfaction.
- Processed payments accurately, balanced cash drawers, and secured confidential guest information.
Logistics & Compliance Specialist
Independent Transport Operations
07.2022 - 08.2023
- Managed communications with customers, suppliers, and vendors to ensure timely service and support. Coordinated schedules, deliveries, and operational activities, optimizing workflow in a fast-paced environment. Maintained accurate records and documentation to support compliance requirements, ensuring adherence to regulations. Worked with cross-functional teams to enhance service quality and customer satisfaction.
- Monitored transport compliance records to ensure adherence with regulatory and internal policy requirements.
Customer Service Associate
Lowe’s Home Improvement
08.2021 - 07.2022
- Oversaw self-checkout and service desk operations, ensuring smooth processing of orders and returns. Managed cash handling, register balancing, and opening/closing duties to maintain operational accuracy.
- Assisted customers with product selection, orders, and project recommendations using store systems.
- Processed returns, exchanges, and refunds while maintaining accurate transaction records.
- Resolved customer concerns at service desk with prompt, professional communication.
Education
High School Diploma - General Education
Waggener High School
Louisville, KY, USA05-2014
Class A CDL - Transportation
360 Driving Academy
Memphis, TN, USA07-2022
Skills
- Customer Service
- Insurance verification
- Medical records management
- Federal compliance
- Data entry
- Calendar management
- Financial reconciliation
- Multi-line Phone Systems
- Team Collaboration
- Communication Skills
Timeline
Customer Service Representative
InteLogix
09.2026 - Current
Administrative Specialist (Contract)
Adler Therapy Group
11.2025 - 02.2026
Office Assistant (Contract)
Recovery for Life
08.2025 - 11.2025
Family Caregiver
02.2024 - 08.2025
Guest Service Associate
Homewood Suites by Hilton
08.2023 - 02.2024
Logistics & Compliance Specialist
Independent Transport Operations
07.2022 - 08.2023
Customer Service Associate
Lowe’s Home Improvement
08.2021 - 07.2022
Class A CDL - Transportation
360 Driving Academy
High School Diploma - General Education
Waggener High School