Kayla Brown
Fort Thomas,KY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
7
7
years of professional experience
Work History
Patient Communications Specialist
Advance Dentistry
Cincinnati, OH
03.2024 - Current
- Answer inbound calls for a four-location dental practice.
- Place outbound calls and confirm patients appointments.
- Work with patients to schedule appointments that fit their needs and availability.
- Transfer phone calls to the appropriate department and/or team member.
- Communicate with affiliated health care organizations and other dental practices regarding mutual patients.
- Proficiently manage patients' records and other confidential data in accordance with HIPAA regulations.
- Manage high call volumes while providing exceptional customer support, and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency, and reducing hold times for customers.
- Became familiar with dental terminology and learned the processes of different procedures.
- Handle escalated calls professionally, effectively resolving complex issues, and ensuring client satisfaction at all times.
- Provide patients with instructions when they are scheduled for treatment with IV sedation.
- Answer questions about insurance, claims, and billing.
Assistant General Manager (AGM)
Goldstar
Alexandria, KY
12.2021 - 02.2024
- Maintained weekly and end of the month inventory to keep track of COGs
- Counted bank deposits daily, and entered data into a trackable spreadsheet
- Supervised all areas of the restaurant to keep it clean and well maintained
- Pitched in to help servers, cooks, drive thru, and bussers during busy hours to ensure steady work flow
- Managed job recruiting, hiring and training process
- Delivered in depth training to workers in food preparation and customer facing roles to ensure strong team performance
- Quickly and effectively solve customer problems
- Kept track of inventory to create truck orders
- Entered received truck load items into a trackable spreadsheet
- Responded to emails promptly
- Handled customer complaints to maintain healthy relationships
- Created weekly schedule for 45 employees, considering each person’s unique needs
Floating Shift Lead
Goldstar
01.2020 - 12.2021
- Worked at multiple different stores to help when they were short staffed and helped train them in all areas of the store
- Monitored food quality
- Ensured stores under my management were properly staffed
- Counted bank deposits daily, added data to a trackable spreadsheet
- Answer customer questions and resolve issues promptly
- Lead the shift each day/night, making sure to station associates in areas that utilize their strengths
Independent Contractor
Point Pickup
Cincinnati, OH
01.2021 - 08.2021
- Ensured proper labeling of customer orders (ambient, fridge, and freezer)
- Locate, scan, and properly place customer items
- Make sure orders are ready for pickup
- Achieved Shopper Of The Month twice
Server and Hostess
Laroas’s
Cincinnati, OH
09.2017 - 08.2020
- Quickly developed relationships with customers, and maintained positivity while servicing up to 7 tables during busy hours
- Memorized entire menu and specific specials for that day
- Maintained a clean and safe work environment
- Acted as a team player, helped other servers and hostess when needed
- Cleaned all work areas, equipment, utensils, dishes, and silverware
- Ensured they were stored appropriately
- Performed food preparation duties, such as assembling salads and soups, brewing coffee, in a fast-paced line kitchen
- Greeted customers as they walked in and sat them at designated tables
Server
Goldstar
Anderson township, OH
11.2018 - 01.2020
- Provided excellent customer service
- Made sure customers felt welcomed and like family, which is Goldstar’s service promise
- Made suggestions to customers based on preferences
- Maintained full product knowledge of menu
- Always mindful of sanitation and safety considerations
- Always made sure to keep bathrooms and dining room clean and presentable
- Made sure each table was taken care of and happy with their meals during busy hours
- Report and correct issues for unsatisfied guests
Education
High school -
Turpin High School
Township of Anderson, OHSkills
- Scheduling
- Time management
- Call center operations
- Excellent problem solving
- Data entry
- Strong work ethic
- Team player
- Team Management
- Leadership
- Listening and communication skills
- Computer skills
- Training
Education
Township of Anderson, OH
Contact
Fort Thomas, KY 41075
Timeline
Patient Communications Specialist
Advance Dentistry
03.2024 - Current
Assistant General Manager (AGM)
Goldstar
12.2021 - 02.2024
Independent Contractor
Point Pickup
01.2021 - 08.2021
Floating Shift Lead
Goldstar
01.2020 - 12.2021
Server
Goldstar
11.2018 - 01.2020
Server and Hostess
Laroas’s
09.2017 - 08.2020
High school -
Turpin High School
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