Summary
Overview
Work History
Education
Skills
Languages
Timeline
ADDITIONAL INFORMATION
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Kayan WIlloughby

Newport News,VA

Summary

Professional with a 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.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Conduent
01.2024 - Current
  • Provide support for healthcare-related services, assisting customers with benefit inquiries, claims status, and account resolution
  • Navigate multiple systems and electronic platforms to document cases, retrieve records, and maintain data accuracy
  • Communicate complex information clearly while maintaining professionalism and compassion in sensitive conversations
  • Adhere strictly to HIPAA privacy standards while accessing and processing protected health information (PHI)
  • Demonstrate flexibility and problem-solving skills in adapting to new tools, workflows, and policy updates
  • Remote

Retail Associate

Burlington
08.2023 - 01.2024
  • Delivered prompt, courteous assistance to customers in a high-volume retail setting
  • Handled payment transactions and returns, ensuring confidentiality and accuracy
  • Maintained clean, well-organized sales floor and adapted to digital inventory systems

Customer Lead / Supervisor

Food Lion
03.2020 - 10.2022
  • Led front-end operations, including financial reporting, team supervision, and customer service training
  • Processed sensitive transactions and ensured compliance with internal procedures and privacy policies
  • Promoted a customer-first culture by resolving service issues promptly and professionally

Customer Service Representative

Startek USA
02.2021 - 11.2021
  • Handled a high volume of inbound calls, assisting customers with account questions, troubleshooting, and service inquiries
  • Maintained accurate documentation in CRM systems and followed all confidentiality protocols
  • Demonstrated professionalism and empathy when resolving customer concerns and escalating issues when necessary
  • Adapted to remote technologies and digital communication tools for seamless service delivery
  • Followed scripts and service procedures while maintaining flexibility in tone and customer engagement

Sandwich Artist

Subway
04.2018 - 03.2019
  • Maintained service quality and food safety standards in a fast-paced environment
  • Communicated effectively with team members and customers during peak service hours
  • Balanced multiple tasks while keeping a clean, organized workspace

Education

Nursing - Some College

Norfolk State University
Norfolk, VA

Nursing Certification - undefined

Bryant & Stratton College
Hampton, VA

Bachelor of Science - Health Care Administration

Purdue Global

Skills

  • Inside Sales & Customer Engagement
  • Electronic Records & Software Adaptability
  • HIPAA Awareness & Data Confidentiality
  • Call Center Operations & CRM Platforms
  • Verbal & Written Communication
  • Patient-Focused Problem Solving
  • Calm Under Pressure
  • Remote Work Proficiency
  • Reliable Tech Setup & Internet
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry

Languages

English
Full Professional

Timeline

Customer Service Representative

Conduent
01.2024 - Current

Retail Associate

Burlington
08.2023 - 01.2024

Customer Service Representative

Startek USA
02.2021 - 11.2021

Customer Lead / Supervisor

Food Lion
03.2020 - 10.2022

Sandwich Artist

Subway
04.2018 - 03.2019

Nursing Certification - undefined

Bryant & Stratton College

Nursing - Some College

Norfolk State University

Bachelor of Science - Health Care Administration

Purdue Global

ADDITIONAL INFORMATION

  • English Proficiency: Fluent (Verbal and Written)
  • HIPAA Compliance: Experienced handling PHI and sensitive health data
  • Tech-Ready: Reliable internet and quiet, distraction-free remote workspace
  • Availability: Actively seeking opportunities to advance in patient-focused, remote healthcare roles

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