Kayaira Catwright
SageSure
Humble,TX
9
years of professional experience
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Diligent customer support with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Work History
Customer Service Representative, Policy Services
1 Year 1 Month- Process homeowners insurance policy payments, billing inquiries, and account adjustments accurately and efficiently.
- Review policy billing status to determine outstanding balances, disbursements, and payment requirements.
- Reinstate canceled policies and process cancellations in accordance with company guidelines and underwriting requirements.
- Handle cancel/rewrite transactions to ensure policy accuracy and continuous client coverage.
- Assist insured clients with policy service requests while delivering professional customer support and resolving account concerns.
- Maintain detailed documentation of policy updates, payment activity, and customer interactions.
- Ensure compliance with insurance regulations, company procedures, and service standards during all policy transactions.
Senior Health Concierge
4 Years 8 Months- Resolved escalated internal and external concerns by researching member accounts, case histories, and utilizing applicable systems and tools.
- Generated daily and weekly reports identifying unresolved cases, unlogged calls, and client call histories to monitor team productivity and performance.
- Coached customer service representatives who fell below KPI standards by identifying strengths and areas for improvement.
- Conducted weekly and bi-weekly follow-up sessions to help representatives meet performance goals and improve service quality.
- Supported team development by creating individualized improvement plans and performance goals.
- Work From Home
Level 2 IT Support Engineer
3 Years 4 Months- Diagnosed and resolved complex technical issues for end-users across multiple platforms.
- Provided advanced support for Windows, macOS, and Linux operating systems.
- Collaborated with cross-functional teams to streamline incident management processes.
- Mentored junior technicians on troubleshooting techniques and customer service best practices.
- Developed knowledge base articles to enhance team efficiency and user self-service capabilities.
- Analyzed recurring issues to identify root causes and recommend long-term solutions.
- Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
- Maintained updated knowledge of industry trends, staying ahead of emerging technologies and potential threats.
- Managed high-volume calls, providing timely solutions to complex issues.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Developed knowledge base materials to support self-service options for customers.
Assistant Manager
1 Year 2 Months- Supervised and managed teams of 7–15 employees while maintaining exceptional customer service during high-volume periods.
- Assisted customers with self-checkout processes and provided guidance for efficient use.
- Served as the primary point of contact for customer inquiries, complaints, and concerns.
- Educated customers on product pricing, merchandise locations, returns, exchanges, and refunds.
- Ensured compliance with company safety procedures to maintain a safe environment for customers and employees.
- Maintained inventory organization and ensured displaced merchandise was returned to the correct locations.
Education
High School Diploma
Some College Coursework
High School Diploma
Skills
Customer Service & Client Relations
Insurance Policy Administration
Benefits Administration
Leadership & Team Coaching
Escalation Resolution
Microsoft Word
Excel
Access & Outlook
Yardi Software
Administrative Support
Human Resources Support
Strong Multitasking & Organizational Skills
Detail-Oriented & Analytical Thinking
Customer service
Critical thinking
Call center experience
Professional telephone demeanor
Call center operations
Call management
Timeline
Customer Service Representative, Policy Services
SageSure
06.2025 - CurrentRead More
Senior Health Concierge
bswift
09.2020 - 05.2025Read More
Assistant Manager
Walmart
06.2019 - 08.2020Read More
Level 2 IT Support Engineer
Continuum
05.2017 - 09.2020Read More
Lone Star College
High School Diploma
Read More
Klein Forest High
High School Diploma
Read More