Kassidy Mckinney
Lawtey,USA
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
Trajector Medical
01.2024 - 01.2026
- Listen to the intake departments recorded calls to ensure the team member is complying to company standards and federal laws
- Provided one on one coaching with them team members to help them overcome their challenges and best support them
- Document quality audit findings, maintain detailed, accurate records, and prepare reports for management.
- Reviewed and analyzed weekly call data tagged as client not interested or does not qualify to verify proper protocol implementation.
- Lead investigations to identify the root cause of quality issues and implement preventive measures.
Medical Intake Representative (inside sales representative)
Trajector Medical
03.2023 - 01.2024
- Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques
- Delivered superior customer support to improve account retention rate
- Completed day to day duties accurately and efficiently
- Adhered to HIPAA requirements to safeguard patient information
- Strived to meet personal and company goals on a daily, weekly and monthly bases
- Complied with federal guidelines; letting customers know call is being recorded
- Delivered service and fees in a clear and concise manner for potential customers to understand
- Remote
Optometric Technician
Bradford County Eye Center
Starke, FL
06.2020 - 02.2023
- Input patient information and exam funding into electronic medical records system to facilitate accurate record keeping
- Preform all the triage pretests
- Instructed patients on contact lens insertion and removal
- Observed and documented patient complaints
- Conduct preset procedures to gather data
- Medical Scribe
- Help with fitting of scleral lens
Customer Service Representative
Brazil's Waxing Center
Gainesville, FL
10.2017 - 06.2020
- Greeting clients upon them arriving with a smile and friendly demeanor
- Selling our service packages and hitting our weekly/monthly sales goal
- After every service making sure the rooms are stock and cleaned/sanitized properly
- Taking clients to their service room and explaining about Brazils moto i.e. using vegan products and how we sanitize after each service
- Answering phone calls and emails
- Once an hour checking the bathrooms to see if any cleaning needs to be done
- Booking appointments over the phone or by email, making confirmation calls
- Offsite marketing
Front Desk Supervisor/Manager on Duty
DoubleTree by Hilton
Gainesville, FL
10.2018 - 12.2019
- Assigned responsibilities to team members, ensuring efficient workflow.
- Managed guest check-in and check-out processes to ensure seamless arrivals and departures.
- Managed incoming calls and facilitated reservation modifications for customer satisfaction.
- Addressed and resolved guest concerns to enhance overall experience.
- Monitored and verified paperwork processing to maintain operational efficiency.
- Facilitated training programs for new front desk employees to enhance service quality.
Wellness Coordinator
Massage Envy Spa
Gainesville, FL
07.2015 - 04.2018
- Greeted clients with warmth and professionalism to enhance their experience.
- Oversaw cleanliness standards across clinic, ensuring bathrooms, lobby, tranquility room, break room, and office met hygiene requirements. Regularly inspected areas for compliance.
- Ensured comprehensive understanding of client requirements to deliver optimal solutions.
- Coordinated phone-based appointment bookings to enhance client accessibility and satisfaction.
- Facilitated confirmation calls regarding payments and appointments. Assisted clients in understanding payment processes and scheduling. Supported team in maintaining accurate appointment records.
Education
High School Diploma -
Bradford High School
06-2013
Skills
- Sales Experience (7 years)
- OnQ
- Computer program knowledge: programs such as Google docs, word, excel, and powerpoint
- Medical Scheduling
- Insurance Verification
- EMR Systems
Certification
- Certified Ophthalmic Assistant
- June 2021 to June 2023
Timeline
Quality Assurance Specialist
Trajector Medical
01.2024 - 01.2026
Medical Intake Representative (inside sales representative)
Trajector Medical
03.2023 - 01.2024
Optometric Technician
Bradford County Eye Center
06.2020 - 02.2023
Front Desk Supervisor/Manager on Duty
DoubleTree by Hilton
10.2018 - 12.2019
Customer Service Representative
Brazil's Waxing Center
10.2017 - 06.2020
Wellness Coordinator
Massage Envy Spa
07.2015 - 04.2018
High School Diploma -
Bradford High School