Kayla Cullen
Tyler,TX
Summary
Diplomatic and resourceful Customer Service Professional with a strong track record of analyzing and resolving customer issues. Skilled in communication, problem-solving, and time management, ensuring efficient task completion and smooth operations. Known for consistently receiving excellent customer feedback and maintaining a deep knowledge of products and promotions. Excel in listening, empathy, and patience, building positive relationships and delivering exceptional service.
Overview
5
5
years of professional experience
Work History
Customer Services
ADT
01.2022 - Current
- Received inbound calls from customers regarding security system inquiries, billing questions, service changes, and alarm-related issues.
- Provided technical troubleshooting and resolved customer concerns related to ADT products and services.
- Addressed potential cancellations and worked to retain customers through empathetic communication and problem-solving.
- Delivered high-quality customer service, ensuring customer satisfaction while adhering to company policies and procedures.
- Effectively managed a high volume of calls, prioritizing issues and ensuring prompt, efficient resolutions.
Subject Matter Expert
BroadPath Health Care
05.2021 - 01.2022
- Served as a Subject Matter Expert, providing expert guidance to members on health insurance plans, including coverage, eligibility, benefits, claims, billing, and other related issues.
- Assisted Benefit Specialists with complex inquiries, offering support for escalated calls and ensuring accurate and timely resolutions.
- Navigated internal systems to resolve member concerns efficiently, delivering clear and precise information to ensure customer satisfaction.
- Delivered exceptional customer service, maintaining high satisfaction standards and addressing issues with empathy and professionalism.
- Ensured compliance with HIPAA regulations by safeguarding sensitive member information and maintaining confidentiality.
- Collaborated with cross-functional teams to resolve issues and provide insights that improved overall service quality and workflow.
- Contributed to training and development of new team members by sharing best practices and offering guidance on complex cases.
Benefit Specialists
BroadPath Health Care
04.2020 - 05.2021
- Provided comprehensive support to members regarding health insurance plans, including coverage details, eligibility, benefits, claims, and billing inquiries.
- Resolved member concerns by navigating internal systems and ensuring accurate information was provided in a timely manner.
- Maintained high customer satisfaction through effective communication, problem-solving, and empathetic support.
- Ensured compliance with HIPAA regulations, safeguarding sensitive member information and maintaining confidentiality.
Education
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, CO03-2023
Skills
- Health Insurance Knowledge
- Claims Processing
- Billing and payments
- Database navigation
- CRM & Data Systems Proficiency
- Member Information Systems Navigation
- Internal System Troubleshooting
- Compliance
- Data Entry & Documentation
- Benefit Plan Analysis
- Training and mentoring
- Communication
- Adaptability
- Problem-Solving
- Customer Service Excellence
- Conflict Resolution
- Time Management & Prioritization
- Attention to Detail
- Team Collaboration
Timeline
Customer Services
ADT
01.2022 - Current
Subject Matter Expert
BroadPath Health Care
05.2021 - 01.2022
Benefit Specialists
BroadPath Health Care
04.2020 - 05.2021
Bachelor of Science - Information Technology
Colorado Technical University