Kayla Bennett
Alorica
Florence,SC
Summary
Detail-oriented customer service and operations professional specializing in financial services and healthcare support. Manage client accounts across various platforms, facilitate requests to appropriate departments, and oversee powers of attorney and trading authorizations. Conduct medical claims research, verify insurance eligibility, and resolve coverage inquiries, ensuring thorough documentation and effective communication.
6
Years of experience
Work History
Technical Support / Client Account Support Agent
1 Year 3 Months- Edward Jones (REMOTE)
- Maintained client accounts by reviewing records, updating details, and directing requests through appropriate processing channels to ensure accuracy.
- Submitted and tracked service tickets to document issues, request assistance, and facilitate timely follow-up and resolution.
- Support powers of attorney (POA) and trading authorization requests by guiding documentation and account-service steps.
- Navigated Salesforce, Citrix, Omni/C1, and EIS to research account information and complete workflows, ensuring accurate record maintenance.
- Handle confidential client information carefully while documenting account activity and following established procedures.
- Open and establish individual, joint, trust, business, custodial, and 529 education savings accounts, ensuring required information is entered accurately.
- 100% Remote
Customer Experience Agent
7 Months- Horizon BCBS of New Jersey (REMOTE)
- Supported customer satisfaction goals and 98% accuracy in complex medical claims processing.
- Verified member eligibility and insurance coverage while responding to claim and policy questions.
- Reviewed claim denials, appeals, payment variances, and billing concerns; documented findings and next steps.
- Gathered missing documentation from providers and clarified medical or billing details to support accurate claim resolution.
- Researched medical claims by reviewing medical records, plan and policy provisions, and billing details to assess claim accuracy and support processing.
- Applied knowledge of CPT, ICD-10, and HCPCS codes while reviewing claim information and identifying coding or billing concerns.
- Coordinated follow-up with providers, payers, and internal departments while maintaining organized records of research and documentation requests.
Sales Consultant
6 Months- Scheduled 10+ appointments daily and managed client inquiries across phone, message, and in-person channels.
- Explained membership and service options to clients while assisting front-desk operations for enhanced customer experience.
- Maintained accurate client records, processed payments, and prepared detailed invoices to ensure seamless transactions.
- Executed administrative tasks including filing, data entry, and appointment scheduling to support efficient office operations.
Call Center Representative
4 Months- (REMOTE)
- Researched account questions and processed updates using scripts and established procedures to deliver accurate information.
- Recorded customer concerns and completed follow-up actions, routing requests to appropriate departments for timely resolution.
- Entered and maintained customer and account details in service systems while managing multiple tasks across dual monitors.
- Supported accuracy, productivity, and service standards in remote, high-volume support environment.
- Worked in 100% remote setting.
- Reviewed account inquiries and completed updates using scripts and established procedures to provide correct information.
- Logged customer concerns and actions taken, then sent requests to appropriate departments for timely handling.
- Updated customer and account records in service systems while balancing multiple tasks across dual monitors.
- Maintained accuracy, productivity, and service standards in remote, high-volume support environment.
- Worked in 100% remote setting.
- Accurate account research and script-based updates supported correct information delivery.
- Customer concerns and related actions were documented clearly, with requests routed to appropriate departments for timely resolution.
- Customer and account information stayed current in service systems while multiple tasks were managed across dual monitors.
- Accuracy, productivity, and service standards remained strong in remote, high-volume support environment.
- 100% remote work environment supported service delivery.
Manager in Training
10 Months- Managed daily administrative and operational tasks, ensuring accuracy in cash receipts, expense tracking, and bank deposits.
- Maintained accurate inventory records, monitored stock levels, and tracked sales and promotional items to support inventory control.
- Coordinated appointment scheduling and confirmations while organizing daily operating records for efficient operations.
- Scheduled and confirmed appointments and maintained organized daily operating records.
Education
High School Diploma - General High School Curriculum
Skills
Claims management
Claims appeals research
Insurance eligibility verification
CPT and ICD-10 knowledge
Provider and payer follow-up
Documentation support
Ticket management
Ticket resolution
Account management
Account servicing
Data entry and accuracy
Document control
Document review
Records management
Reporting skills
Data collection and compiling
Salesforce proficiency
Salesforce management
Microsoft Office Suite skills
Virtual assistance
Customer interaction handling
Salesforce navigation
Account maintenance
Ticket tracking
Client onboarding
Timeline
Technical Support / Client Account Support Agent
Alorica
08.2025 - Current
Customer Experience Agent
Alorica
12.2024 - 07.2025
Sales Consultant
Club Pilates
03.2023 - 09.2023
Call Center Representative
ADP
12.2021 - 04.2022
Manager in Training
UltraTan
10.2020 - 08.2021
Wilson High School
High School Diploma from General High School Curriculum