Kala Patterson
Summary
Experienced Customer Service Specialist with 10+ years in client support and 7+ years in healthcare operations. Skilled in leveraging CRM tools, Salesforce, and CMS to resolve complex issues, optimize customer satisfaction, and improve team efficiency. Adept at troubleshooting technical challenges while delivering exceptional service in dynamic environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member and Provider Service Representative
Highmark Health Options
12.2022 - Current
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 30 providers/ members each day.
- Highly knowledgeable on process of appeals, authorizations, restrictions, fee schedules, provider credentialing and CMS.
- Improved metrics by 95% as well as created documents for new representatives to help with learning curve
- Maintained productivity and quality standards at all times.
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels using CRM and Salesforce.
- Cross-trained and backed up other customer service managers across various departments within the company .
Chanel Customer Care (Contractual)
TTEC
06.2022 - 12.2022
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole. (Luxury Retail Branding)
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Maintained emailing communications to the local Chanel boutique's on the clients' behalf for remote orders and product interests.
- Managed high call volumes with exceptional time management and multitasking skills.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Representative
Covetrus
01.2022 - 11.2022
- Maintained Metrics for self and company by assisting over 60+ customers daily as well as 98% feedback provided from survey's .
- Maintains performance levels to specified goals
- Facilitated account updates and processed multiple orders successfully for customer pets.
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Technical Support Specialist
Kelly Connect (Contractual)
01.2021 - 11.2021
- Delivered comprehensive technical support, enhancing user proficiency and system reliability.
- Utilized documentation tools to compile process guidelines, ensuring consistency and clarity.
- Implemented innovative solutions to address recurring technical challenges, reducing downtime.
- Facilitated workshops using industry-standard software, improving team skills and knowledge.
- Reduced ticket resolution time by 20% using Salesforce automations and streamlined processes.
- Resolved up to 20+ complex technical support inquiries per day.
Certified Nursing Assistant
Columbiana Health and Rehab
08.2019 - 07.2021
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure customer dignity.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Ensured measure and record height and weight, if necessary to maintain custom nutrition plans.
- Assist client in the self-administration of medication (medication reminder).
- Extensive knowledge and annual trainings on HIPPA Policy and medical terminology.
- Conducted regular rounds to monitor patients''physical and mental status throughout shifts.
- Adhered strictly to infection control policies while performing tasks such as administering medications or changing dressings.
Production Handler
EBSCO Industries/Aerotek
06.2018 - 05.2019
- Enhanced production efficiency by streamlining assembly processes and implementing time-saving techniques.
- Collaborated with team members to troubleshoot equipment issues, reducing downtime and maintaining productivity levels.
- Reduced material waste by monitoring inventory levels and adjusting order quantities accordingly.
- Met production targets and tight deadlines by collaborating closely with team members.
Production Worker/Team Leader
AGC Automotive Americas
04.2015 - 05.2018
- Prep and ensure all necessary procedures are done before starting machines
- Followed safety procedures and guidelines to maintain safe working environments.
- Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
- Promotion to team leader
- Managed multiple production line as well as a combination of 7 to 10 employees.
- Assure associates have all correct material and PPE to work efficiently
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
Patient Care Technician / Housekeeping
ABM Industries, Inc.
08.2013 - 12.2014
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Maintained strict adherence to infection control protocols, minimizing risk of disease transmission within the clinical environment.
- Upheld infection control and prevention policies across different patient-facing areas.
Education
Associate's degree - Nursing
Jefferson Community And Technical College
05-2026
High School Diploma - Career Technical Endorsement
Shelby County School of Technology
05-2012
Skills
- Expert Microsoft Office/Excel knowledge
- Technical Troubleshooting
- Customer Retention
- Client Retention
- Critical Thinking
- Problem Solver
- Compliant resolution
- Self Starter
Certification
- CNA Certification
- CPR/AED Certification
Timeline
Member and Provider Service Representative
Highmark Health Options
12.2022 - Current
Chanel Customer Care (Contractual)
TTEC
06.2022 - 12.2022
Customer Service Representative
Covetrus
01.2022 - 11.2022
Technical Support Specialist
Kelly Connect (Contractual)
01.2021 - 11.2021
Certified Nursing Assistant
Columbiana Health and Rehab
08.2019 - 07.2021
Production Handler
EBSCO Industries/Aerotek
06.2018 - 05.2019
Production Worker/Team Leader
AGC Automotive Americas
04.2015 - 05.2018
Patient Care Technician / Housekeeping
ABM Industries, Inc.
08.2013 - 12.2014
Associate's degree - Nursing
Jefferson Community And Technical College
High School Diploma - Career Technical Endorsement
Shelby County School of Technology
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