Kayla Coates
The Bronx
Summary
Organized and detail-oriented administrative professional with 4+ years of experience in customer service, records management, scheduling, and facilities support. Skilled in handling confidential information, managing calendars, and coordinating communications with professionalism. Recognized for strong judgment, adaptability, and problem-solving skills in dynamic environments. Proficient in Microsoft Office, Google Workspace, and CRM systems, with a proven ability to streamline processes, support teams, and deliver exceptional client and staff experiences.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
MAXIMUS
11.2022 - 07.2025
- - Managed daily inquiries from 50+ clients regarding healthcare benefits, ensuring accurate information and compliance with federal procedures.
- - Processed sensitive documentation with discretion, maintaining data integrity and confidentiality.
- - Coordinated scheduling support and tracked client submissions for audit readiness.
- - Utilized Salesforce and internal systems for case management, reporting, and productivity tracking.
- - Consistently exceeded quality assurance standards in a fast-paced environment.
- Key Achievements:
- - Exceeded productivity goals by 15% through improved case tracking and workflow prioritization.
- - Reduced documentation errors by 20% by implementing a checklist system for compliance review.
Sales Associate
ZARA
07.2019 - 10.2022
- - Supported store operations by monitoring inventory flow and reconciling stock with shipment records.
- - Provided frontline customer service, resolving issues promptly and maintaining a high level of professionalism.
- - Conducted daily walkthroughs to ensure safety, compliance, and presentation standards.
- - Assisted with promotional displays and light content coordination to enhance customer engagement.
- Key Achievements:
- - Improved customer satisfaction scores by 10% through personalized service and proactive problem-solving.
- - Streamlined stockroom organization, reducing retrieval time by 25%.
Personal Assistant
State Capitol
01.2018 - 12.2019
- - Managed executive calendars, travel arrangements, and confidential files for senior government officials.
- - Coordinated events, meetings, and facility readiness, ensuring smooth operations.
- - Drafted correspondence, prepared reports, and facilitated communication between offices.
- - Exercised discretion in handling sensitive information while upholding organizational standards.
- Key Achievements:
- - Successfully coordinated logistics for 20+ high-profile events with zero scheduling conflicts.
- - Increased executive time efficiency by 15% through proactive calendar and travel management.
Education
Bachelor of Science - Business Administration
University Name
Jefferson City, MO05-2019
Skills
- - Calendar & Schedule Management
- - Microsoft Office Suite (Word, Excel, Outlook)
- - Google Workspace (Docs, Sheets, Drive, Calendar)
- - Confidential Records Handling
- - Interpersonal & Communication Skills
- - Event & Meeting Coordination
- - Social Media Support & Content Coordination
- - Problem-Solving & Conflict Resolution
- - Data Entry & Reporting (Salesforce, Proprietary Systems)
- - Procurement Support & Financial Tracking
- - Time Management & Prioritization
- - Policy, Safety & Compliance Oversight
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
MAXIMUS
11.2022 - 07.2025
Sales Associate
ZARA
07.2019 - 10.2022
Personal Assistant
State Capitol
01.2018 - 12.2019
Bachelor of Science - Business Administration
University Name