Kayla Ballard
Mobile,AL
Summary
Dedicated & Reliable Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Gifted at working with all type of customers.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Dominion Energy
Mobile, AL
03.2024 - Current
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Mentored junior team members and managed employee relationships.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints promptly and efficiently.
- Remote job
Claims Processor
Pilot Catastrophe Services
Mobile
06.2019 - Current
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
- Corresponded with providers regarding any missing or incomplete documentation needed for successful adjudication of claims.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
Customer Service Representative
Blue Shield of CA
Mobile, Alabama
01.2022 - 11.2023
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Precisely calculated refunds, premiums, and adjustments.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
- Handled billing related activities focused on medical specialties.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Remote job
Education
High School Diploma -
WP DAVIDSON HIGH SCHOOL
Mobile, Alabama05-2015
Skills
- Account updating
- Complaint resolution
- Scheduling
- Time management
- Payments posting
- Claims review
- Medical terminology
- Claims
- Paperwork processing
- Follow-up skills
- Appointment scheduling
- Script adherence
- Complaint handling
- Inbound and outbound calling
- Prioritization
- High-energy attitude
- Refunds processing
- Customer service
- Multitasking and organization
- Call escalation
- Call center procedures
Languages
English
Full Professional
Timeline
Customer Service Representative
Dominion Energy
03.2024 - Current
Customer Service Representative
Blue Shield of CA
01.2022 - 11.2023
Claims Processor
Pilot Catastrophe Services
06.2019 - Current
High School Diploma -
WP DAVIDSON HIGH SCHOOL