Kala Washington
Birmingham ,AL
Summary
Results-driven professional with experience in data entry and administrative support. Demonstrated success in streamlining processes and fostering team development, leading to improved efficiency and enhanced customer experiences.
Dynamic customer service representative known for exceptional client relations and problem-solving abilities. Committed to delivering accurate billing solutions and resolving inquiries to enhance customer satisfaction and drive organizational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Spire Energy
Birmingham, AL
01.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in understanding service options and billing inquiries to enhance satisfaction.
- Collaborated with team members to streamline processes and improve response times for customer requests.
- Processed billing questions and account changes to ensure customer satisfaction.
- Assisted in resolving discrepancies by collaborating with internal teams and clients.
- Processed and verified billing statements for accuracy and compliance with company policies.
Medical Billing Specialist
UAB Medicine
Birmingham, AL
10.2021 - 10.2024
- Processed insurance claims and ensured timely submissions to maximize reimbursement efficiency.
- Reviewed patient billing statements for accuracy, reducing discrepancies in accounts receivable.
- Collaborated with healthcare providers to verify coding accuracy for optimal claim processing.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
Small Business Banker
Wells Fargo Bank, N.A.
Birmingham, AL
01.2018 - 10.2021
- Cultivated strong client relationships to identify financial needs and provide tailored banking solutions.
- Executed loan applications and credit analyses, ensuring compliance with regulatory standards.
- Facilitated account openings and closings, enhancing customer experience through efficient processes.
- Collaborated with branch team members to achieve sales targets and improve overall performance.
- Resolved client issues promptly by collaborating with different departments within the organization, maintaining a professional demeanor throughout interactions.
- Implemented strategies to increase market share within the assigned territory, driving new business acquisition efforts.
- Identified cross-selling opportunities for additional bank products and services, increasing revenue streams.
- Ensured compliance with all regulatory requirements while processing account openings and loan applications.
Lead Bank Teller
Wells Fargo Bank, N.A.
Birmingham, AL
01.2015 - 01.2018
- Supervised daily operations of teller line, ensuring compliance with bank policies and regulations.
- Trained and mentored new tellers on customer service protocols and cash handling procedures.
- Implemented process improvements enhancing transaction efficiency and reducing customer wait times.
- Managed cash supply, balancing drawers, and reconciling discrepancies to maintain accuracy.
- Conducted performance evaluations for staff, providing feedback to improve service quality.
- Resolved complex customer issues by leveraging problem-solving skills and product knowledge.
- Managed high-volume transactions during peak periods while maintaining composure under pressure.
- Mentored new hires, facilitating their onboarding process and fostering a positive team environment.
Teller
Wells Fargo Bank, N.A.
Birmingham, AL
12.2013 - 01.2015
- Processed customer transactions accurately and efficiently in high-volume environment.
- Assisted customers with account inquiries and provided product information.
- Maintained cash drawer integrity through diligent tracking and reconciliation.
- Contributed to branch performance by adhering to compliance regulations and policies.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
Education
Bachelor of Science - Accounting
Jefferson State Community College
12-2027
High School Diploma -
Minor High School
Birmingham, AL05-2013
Skills
- Data entry
- Computer proficiency
- Microsoft Excel
- Team development
- Administrative support
- Clerical support
Accomplishments
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Attained the highest number of new credit accounts opened within a one-month timeframe.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
Certification
- MCAS - Microsoft Certified Application Specialist
- ACE - Adobe Certified Expert, Photoshop
- Sales Manager Certificate
- Licensed Notary Public - 2018- Currently
Timeline
Customer Service Representative
Spire Energy
01.2025 - Current
Medical Billing Specialist
UAB Medicine
10.2021 - 10.2024
Small Business Banker
Wells Fargo Bank, N.A.
01.2018 - 10.2021
Lead Bank Teller
Wells Fargo Bank, N.A.
01.2015 - 01.2018
Teller
Wells Fargo Bank, N.A.
12.2013 - 01.2015
Bachelor of Science - Accounting
Jefferson State Community College
High School Diploma -
Minor High School