Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Cordio

Columbus,OH

Summary

Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Overview

16
16
years of professional experience

Work History

Customer Service Respresentative

Point 32 Health
07.2024 - Current
  • Take inbound calls from members with commercial health insurance plans
  • Answer questions relating to member's benefits covered under their insurance
  • Review and resolve medical claims billed from providers
  • Contact providers with discrepancies on member's claims
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Work with members who need assistance with prior authorization and referrals
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

JetBlue Specialty Agent

Barclays Bank
08.2023 - 05.2024
  • Take all calls coming in from JetBlue Card holders
  • Fulfill Card Member requests using CCD and Salesforce
  • Some requests may include, but are not limited to: processing lost and/or stolen cards, clearing up declined transactions, answering basic account questions such as current balance, available credit, processing payments, credit line changes, etc
  • Create disputes claims for the Disputes Department to research

AARP Partner Ambassador

Barclays Bank
07.2023 - 05.2024
  • Work specifically with AARP who partners with Barclays Bank to make the overall customer experience the most efficient it can possibly be
  • Listen to calls from other agents and creating coaching requests to managers with any issues found in a call
  • Creating quarterly newsletters that include best practice reminders, acknowledging Top Performers from all locations, and reinforcing Card Member Loyalty
  • Encouraging agents to go above and beyond for Card Members
  • Sorting through NPS and CSAT scores for the quarter to calculate Top Performers

Resolutions Manager

Barclays Bank
10.2023 - 05.2024
  • Take escalated phone calls from general care agents
  • Use back system, TYSYS, to complete Card Member Requests
  • Deescalate difficult calls with upset Card Members
  • Calling other Card Member’s financial institutions to clear up any payments issues (ex: available credit holds)
  • Process escalated BPM cases

Retention Agent

Barclays Bank
02.2023 - 08.2023
  • Follow the APROVE process created and utilized by Barclays Bank and its employees
  • Reinforce benefits of the card that Card Member is wishing to close
  • Ask probing questions in order to gain more insight as to why the Card Member is closing
  • Using these probing questions to locate any dissatisfaction or issues the Card Member is having and try to resolve the issue without having to close the account
  • Presenting the Card Member with different Retention offers in hopes of re-engaging the Card Member and avoiding closure

Core Care Agent

Barclays Bank
11.2022 - 02.2023
  • Completed a 7 week training program
  • The first five weeks took place in a classroom setting via Microsoft Teams
  • Passed 3 quizzes and one final exam
  • Had two weeks of integration
  • Integration included taking calls with the assistance of SMEs (Subject Matter Experts)
  • Answered calls from all Card Members regarding their account
  • Calls included, but were not limited to processing lost and/or stolen cards, clearing up declined transactions, answering basic account questions such as current balance and available credit, processing payments, credit line changes etc

Lead Toddler Teacher, Persons in Charge, Bus Driver

Creative World of Learning
06.2020 - 11.2022
  • Manage a classroom of children ages 18 months- 2 years of age while adhering to the policies set by the Ohio Department of Jobs and Family Services
  • Maintain a 1:7, 2:14 child to staff ratio
  • Signing children in and out upon arrival and departure
  • Operating/maintaining individual daily child logs through the application, Tadpoles
  • Produce weekly age appropriate lesson plans using the Creative Curriculum
  • Conduct individualized, small and large group activities to aid in children’s development
  • Topic areas include fine/gross motor, social-emotional, cognitive, STEAM, Conscious Discipline, baby sign language, and self-help skills
  • Enter detailed observations into Teaching Strategies
  • Assess children and their development quarterly using observations from Teaching Strategies
  • Screen and refer when necessary using Age & Stages Questionnaires (ASQ)
  • Build and maintain each child’s portfolio following Step-Up to Quality’s 5 Star Guidelines
  • Schedule and attend parent teacher conferences twice yearly
  • Assume admin responsibilities as a 'Person In-Charge.' Answer phone calls, oversee center, making sure that each individual classroom is maintaining the legal child to staff ratio
  • Serve meals and snacks, taking into consideration children’s food restrictions and allergies
  • Transport school aged children ages 5-12 to and from school

Assistant Teacher, Lead Toddler Teacher

Goddard School of Centerville
04.2018 - 06.2020
  • Assisted Lead preschool teacher in daily classroom duties
  • Maintain a 1:7, 2:14 child to staff ratio
  • Signing children in and out upon arrival and departure
  • Operating/maintaining individual daily child logs through the application, Tadpoles
  • Conduct individualized, small and large group activities to aid in children’s development
  • Topic areas include fine/gross motor, social-emotional, cognitive, STEAM, Conscious Discipline, baby sign language, and self-help skills
  • Create and conduct assessments on each child quarterly

Certified Personal Trainer, Fitness Consultant, Front Desk Attendant

Orchard Hills Athletic Club
01.2017 - 03.2018
  • Sold $20,000 worth of personal training in 6 months
  • Met with new club members during a 90 minute wellness session and gathered information about the member's past, including their medical history and fitness experience
  • Discussed clients and potential clients long and short term goals, and helped them to map out SMART goals that would help them reach these goals
  • Provided a complimentary and customized training demo to show these members how having a personal trainer will help them stay safe, ensure progress, and increase the likelihood of achieving their goals
  • Completed Personal Training agreements and contracts
  • Programmed out each individual client so that we both had a clear idea of what each session looked like, why certain things were being done, and tracked progress
  • Stayed in contact through text message and phone calls to help clients stay on track outside of sessions
  • Worked the front desk giving basic club information and hours, enrolled members and their children in swim lessons, summer camp, group fitness classes, as well as selling snacks and drinks to members

Certified Personal Trainer, Fitness Consultant

Anytime Fitness
12.2016 - 04.2017
  • Consulted with new members/members interested in personal training
  • Collected information regarding medical history, current physical status, and discussed both long and short term goals
  • Created SMART goals for clients and potential clients that would set them up for success
  • Supported clients, and provided them with a customized training program that would help them reach their goals
  • Created a flexible workout schedule to make things run as smoothly as possible in hopes to alleviate any added stress to the client
  • Communicated through text messages and phone calls outside of training sessions to assist clients in staying motivated and on track
  • Focused on sales/Called current members to remind them of their available Fitness Consultation and check up on their progress in the gym

Outbound Caller

Wind River Environmental
03.2015 - 02.2017
  • Made reminder phone calls to previous customers, reminding them of their last service
  • Scheduled new appointments for septic service for technicians
  • Met the 'call attempt quota' each night: 110 calls
  • Completed monthly call list consisting of up to 800 customers with at least 5 call back attempts
  • Accurately informed customers about their septic service frequency based on their own unique situations (septic tank size, age of septic tank, and individual yearly usage)

Cashier

Market Basket
06.2009 - 06.2014
  • Rang up small to large orders as accurately and efficiently as possible
  • Balanced cash register on a daily basis
  • Walked customers through payment method (Cash, Debit/Credit, EBT Food Stamps, WIC checks, personal and business checks, Tax Exempt etc.)
  • Provided excellent customer service, resolve as many issues as possible, and redirect further issues to management
  • Bagged groceries using the particular method requested by customer
  • Maintained aisle appearance and restock returned/ unwanted items

Education

Bachelor of Science - Psychology

Fitchburg State University
Fitchburg, MA
05.2015

Skills

  • Early Childhood Education
  • Developmental Psychology
  • Behavioral Modification
  • Customer Service
  • Complaint resolution
  • Documentation
  • Active listening
  • De-escalation techniques
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience

Timeline

Customer Service Respresentative

Point 32 Health
07.2024 - Current

Resolutions Manager

Barclays Bank
10.2023 - 05.2024

JetBlue Specialty Agent

Barclays Bank
08.2023 - 05.2024

AARP Partner Ambassador

Barclays Bank
07.2023 - 05.2024

Retention Agent

Barclays Bank
02.2023 - 08.2023

Core Care Agent

Barclays Bank
11.2022 - 02.2023

Lead Toddler Teacher, Persons in Charge, Bus Driver

Creative World of Learning
06.2020 - 11.2022

Assistant Teacher, Lead Toddler Teacher

Goddard School of Centerville
04.2018 - 06.2020

Certified Personal Trainer, Fitness Consultant, Front Desk Attendant

Orchard Hills Athletic Club
01.2017 - 03.2018

Certified Personal Trainer, Fitness Consultant

Anytime Fitness
12.2016 - 04.2017

Outbound Caller

Wind River Environmental
03.2015 - 02.2017

Cashier

Market Basket
06.2009 - 06.2014

Bachelor of Science - Psychology

Fitchburg State University

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Kayla Cordio