Kayci Whigham
Gatesville
Summary
Dedicated Contact Center Specialist with proven skills in CRM software and issue resolution. Committed to enhancing customer satisfaction through effective problem-solving and streamlined processes.
Overview
15
15
years of professional experience
Work History
Contact Center Specialist II
Baylor Scott and White Health
12.2019 - Current
- Managed high volume of inbound calls, ensuring timely resolution of patient inquiries.
- Facilitated appointment scheduling and coordination across multiple departments to enhance patient access.
- Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
- Implemented process improvements that streamlined call handling procedures, reducing average response times.
- Trained in electronic health record systems, ensuring accurate data entry and compliance with regulations.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Administrative Assistant II
Texas Department Of Criminal Justice
04.2012 - 02.2019
- Coordinated scheduling and travel arrangements for department personnel, ensuring efficient time management.
- Managed correspondence and communication, facilitating clear information flow within the organization.
- Developed and maintained filing systems, enhancing document retrieval efficiency and accuracy.
- Assisted in preparing reports and documentation, ensuring compliance with departmental standards and regulations.
- Trained new administrative staff on office protocols and software systems, improving team productivity.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Certified Nursing Assistant
Providence Health Care
10.2011 - 04.2012
- Provided compassionate patient care, ensuring comfort and dignity during daily activities.
- Monitored vital signs and reported changes to medical team, facilitating timely interventions.
- Developed strong rapport with patients and families, promoting effective communication and support.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
Education
LVN - Nursing
Central Texas College
Killeen, TX05.2028
Skills
- CRM software
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Verbal and written communication
- Gathering information
- Documentation and reporting
Timeline
Contact Center Specialist II
Baylor Scott and White Health
12.2019 - Current
Administrative Assistant II
Texas Department Of Criminal Justice
04.2012 - 02.2019
Certified Nursing Assistant
Providence Health Care
10.2011 - 04.2012
LVN - Nursing
Central Texas College