Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

KAIYA BENSON

Schertz,USA

Summary

I’m a dependable and adaptable professional with experience in call centers, remote customer support, and healthcare services. Through both work and academic experience, I’ve built a hands-on approach to delivering thoughtful, detail-oriented support in fast-paced environments. I’m skilled at handling sensitive information, resolving concerns with care, and streamlining daily workflows. I thrive in changing situations, work well with teams, and stay reliable under pressure.

Overview

6
6
years of professional experience

Work History

Content Moderator

TaskUs
New Braunfels, Texas
06.2025 - Current
  • Maintain a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Enhance user experience by diligently monitoring and removing inappropriate content from the platform.
  • Increase overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
  • Reduce response time for content review, ensuring a safer online environment for users.
  • Prevent potential legal issues by enforcing compliance with local regulations and company policies related to user-generated content.
  • Experience in navigating case queues, ticketing systems, and large-scale moderation environments with high-volume throughput.
  • Team efficiency by training new moderators on best practices, guidelines, and workflow processes.
  • Proactively identify areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
  • Utilize proprietary moderation tools, internal dashboards, and third-party platforms to review, escalate, or remove flagged content efficiently.

Support Specialist (Remote)

Favor
06.2021 - 04.2025
  • Provide technical and overall support to delivery drivers via phone, chat, and email.
  • Document of delivery drivers' inquiries and resolutions in a ticketing system.
  • Ensure compliance with company policies regarding security protocols to drivers.
  • Handled system escalations within Salesforce and Zendesk, collaborating with internal teams to troubleshoot and resolve high-priority technical issues promptly.
  • Investigated driver payment issues by reviewing delivery data and accessing transaction information in Stripe to ensure accurate and timely payouts.
  • Ensured timely communication and follow-through on escalated tickets to maintain user satisfaction and service quality.

Claims Representative (On-site)

Business Services Center
05.2020 - 06.2021
  • Delivered chat and email-based support across diverse client accounts, consistently adapting to changing claim guidelines, policies, and industry standards.
  • Provided HIPAA-compliant assistance on healthcarerelated claims and benefits, ensuring confidentiality and clarity in communication with patients, members, and providers.
  • Investigated and resolved member inquiries by navigating multiple healthcare platforms, knowledge bases, and ticketing systems to track claim status and ensure timely resolution.
  • Analyzed appeal and supporting documentation, including Summary Plan Descriptions (SPDs), to assess the validity and eligibility of claims appeals in accordance with plan guidelines and regulatory standards.
  • Drafted clear, concise appeal response letters when required, ensuring compliance with organizational policies and legal requirements.
  • Documented appeal statuses, decisions, and supporting rationale in the QicLink system and related databases to ensure audit readiness and maintain data integrity.

Sales & Services (On-site)

Marriott Global Reservations
04.2019 - 03.2020
  • Handled high-volume inbound calls to assist customers with global hotel reservations, modifications, and cancellations while delivering exceptional service in a fast-paced environment.
  • Processed secure credit and debit card transactions for bookings, ensuring compliance with company policies and PCI regulations.
  • Promoted and enrolled guests into the Marriott Bonvoy Rewards Program, effectively increasing brand loyalty and membership engagement.
  • Resolved customer concerns with professionalism, empathy, and efficiency, maintaining high satisfaction and retention rates.
  • Consistently exceeded monthly sales goals by offering upgrades, packages, and promotional rates to enhance the guest experience.
  • Worked collaboratively in a performance-driven team environment, regularly receiving positive feedback for customer satisfaction and call quality.

Education

Bachelor of Science -

Grand Canyon University
Phoenix, AZ

Skills

  • Customer service and engagement
  • Critical thinking
  • Technical support
  • Conflict resolution
  • Appointment scheduling
  • Dispute resolution, trust and safety
  • Active listening
  • Data entry
  • Microsoft and computer proficiency
  • Claims processing
  • CRM software proficiency
  • Call center, chat, and email experience
  • Social media
  • Critical analysis
  • Problem identification
  • Content management and analysis

Training

  • Behavioral Health Screening and Intervention (BHSI)
  • HIPAA Compliance & Confidentiality
  • Billing and Coding Fundamentals
  • Adjuster Claims
  • Online Gambling Compliance and Regulations
  • Crisis Management in Trust & Safety
  • Content Moderation Basics
  • Child Sexual Abuse Material (CSAM) Awareness and Detection

Timeline

Content Moderator

TaskUs
06.2025 - Current

Support Specialist (Remote)

Favor
06.2021 - 04.2025

Claims Representative (On-site)

Business Services Center
05.2020 - 06.2021

Sales & Services (On-site)

Marriott Global Reservations
04.2019 - 03.2020

Bachelor of Science -

Grand Canyon University

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