Katyanna Boyer
TEMPLE,TX
Summary
Experienced and results-driven retail professional with over 20 years of customer service experience and extensive experience in retail operations and management. Proven ability to lead and motivate teams, deliver exceptional customer service, manage daily store operations, and maintain high standards of accuracy, productivity, and accountability. Skilled in employee training and development, cash handling, scheduling, inventory management, problem resolution, and loss prevention. Known for strong communication, reliability, attention to detail, and the ability to remain calm and effective in fast-paced environments. Committed to building positive team relationships while creating an outstanding customer experience and achieving business goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
City of Georgetown
Georgetown, TX
12.2024 - Current
- Assisted customers over phone and in-person with utility service connections, disconnections, and transfers to ensure timely service delivery.
- Address customer inquiries related to utility services, leaks, and billing concerns.
- Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance.
- Resolved account questions using city records and billing systems.
- Processed payments, permits, and service requests with accuracy.
- Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls
- Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers.
- Evaluated meter readings and charges on utility accounts, calculated adjustments, and updated records.
- Generated work orders for commercial and residential service requests, ensuring accurate processing of connections, disconnections, transfers, and billing fees.
- Review payment histories and make decisions on contract terms and durations.
- Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer.
- Informed customers about utility-related events to enhance awareness and understanding of services offered.
Contact Center Representative
Baylor Scott & White Medical Center
Temple, TX
08.2022 - 11.2024
- Managed inbound patient calls for Baylor Scott & White Medical Center contact center.
- Responds to, and resolve routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests.
- Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
- Provides accurate, valid, and complete information to customers using the right methods and tools. Identifies emergent health situations based on caller information. Coordinates immediate triage.
- Accountable for calming upset customers by providing a composed and professional demeanor.
- Identifies and escalates priority issues for resolution.
- Documents all customer contacts and accurately processes various documents to ensure optimal service.
- Scheduled appointments using Epic and clinic availability.
- Verified patient demographics and insurance details during registration calls.
- Works collaboratively with providers, clinical staff, and other departments to ensure patients' needs are met.
- Schedules, prepares, and communicates appointment details and financial information. This ensures timely arrival, appointment preparedness, testing, and optimal reimbursement.
- May need to ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage.
- Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.
Assistant Store Manager
Specs Family Partners
Temple, TX
07.2019 - 08.2022
- Leading employees and keeping the team motivated and accountable.
- Opening and closing the store, handling keys, alarms, and security.
- Managing cash, bank deposits, registers, and safe balances.
- Providing excellent customer service and resolving customer complaints.
- Training employees on sales, cashiering, stocking, safety, and compliance.
- Managing daily store operations, including receiving, stocking, pricing, cleaning, and inventory.
- Helping create schedules and assigning employees their daily tasks.
- Handling paperwork and resolving inventory, payroll, and receiving discrepancies.
- Supporting hiring and employee discipline with the Store Manager.
- Working with Loss Prevention, HR, IT, and other departments.
- Reporting theft, injuries, and safety issues immediately.
- Following company policies, OSHA rules, and alcohol/TABC regulations.
- Being able to work in a fast-paced environment and physically lift/move heavy items.
Education
Central High School
Erie, PA Skills
- Utility billing
- Meter data reporting
- Work order processing
- Cash reconciliation
- Conflict resolution
- Clear communication
- Problem solving
- Attention to detail
Timeline
Customer Service Representative
City of Georgetown
12.2024 - Current
Contact Center Representative
Baylor Scott & White Medical Center
08.2022 - 11.2024
Assistant Store Manager
Specs Family Partners
07.2019 - 08.2022
Central High School