Kalai-Marie Kahula
Makawao,HI
Summary
Highly organized and detail-oriented Administrative Assistant and Customer Service Representative with over 6 years of experience supporting executive teams, managing office operations, and streamlining administrative processes. Proficient in calendar management, travel coordination, data entry, and document preparation, with strong communication and interpersonal skills. Demonstrated ability to handle confidential information with discretion and deliver results in fast-paced environments. Adept at using Microsoft Office Suite, Google Workspace, and various office management tools to ensure efficient daily operations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Gammie HomeCare
09.2023 - Current
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Respond to customer inquires via phone, email, chat, or in person in a timely and professional manner
- Improve resolution time with effective problem-solving for customer complaints
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Process orders, returns, exchanges and ensure accurate data entry in customer files
- Document customer interactions in Brightree systems or internal databases
- Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Stay informed about products, services, and promotions to assist customers effectively
Customer Service Coordinator
Apria Healthcare Group Inc.
02.2022 - 09.2023
- Serve as the primary point of contact for patients, caregivers, and healthcare providers, addressing inquiries and concerns with professionalism and empathy
- Coordinate patient services related to respiratory equipment and supplies, including CPAP/BiPAP machines, oxygen therapy, nebulizers, and related accessories
- Verify insurance coverage and obtain prior authorizations for respiratory equipment and services in compliance with payer requirements
- Schedule and confirm patients appointments for respiratory assessments, equipment setup, and follow-up visits
- Process new referrals and physicians orders ensuring accuracy and completeness of documentation
- Educate patients on proper use, cleaning, and maintenance of respiratory equipment, coordinating with clinical staff as needed
- Track and manage equipment deliveries, returns, and replacements, working with delivery teams and inventory systems
- Maintain accurate patient records in electronic medical record (EMR) systems and ensure HIPAA compliance
- Monitor patient compliance and follow up needs, such as CPAP usage reports and resupply schedules
- Collaborate with respiratory therapists, billing, and insurance departments to ensure smooth service delivery and issue resolution
Secretary's Assistant
State of Hawaii Judiciary
10.2019 - 02.2022
- Provide administrative support to attorneys, investigators, and legal staff, ensuring smooth daily office operations
- Answer and route incoming calls, take messages, and respond to general inquiries from clients, courts, and the public
- Greet and assist incoming visitors, maintaining a professional and courteous front desk presence
- Prepare files, organize legal documents such as motions, subpoenas, and case files in both physical and electronic formats
- Schedule client appointments, court dates and meetings, maintain up-to-date calendars for legal staff
- Retrieve and deliver court documents, police reports, and discovery materials as requested by attorneys or supervisors
- Maintain confidentiality of sensitive case information and comply with all privacy and legal protocols
- Data entry and management of client information in case management systems
- Track and order office supplies ensuring availability of materials needed by the team
- Assist with mail distribution document scanning, copying, and other clerical duties as assigned
Education
High School Diploma -
King Kekaulike High School
Pukalani, HI05.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Conflict Resolution
- Money handling abilities
- Microsoft Excel
- Payment Processing
- Scheduling
- Paperwork Processing
- Product Knowledge
- Appointment Scheduling
- Records Management
- Attention to detail
- Adaptability
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel)
- Understanding of confidentiality and privacy laws (eg, attorney-client privilege)
- Time management and prioritization
Timeline
Customer Service Representative
Gammie HomeCare
09.2023 - Current
Customer Service Coordinator
Apria Healthcare Group Inc.
02.2022 - 09.2023
Secretary's Assistant
State of Hawaii Judiciary
10.2019 - 02.2022
High School Diploma -
King Kekaulike High School
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