Kayla Daley

Executed safe and efficient loading, unloading, and sorting of packages, including heavy freight.

Surpassed productivity and accuracy targets in high-volume distribution environment.

Maintained clean, organized work area to uphold workplace safety standards.

Collaborated with team members and supervisors to address operational challenges and ensure timely package processing.

• Provided customer service to members/providers
• Handling Co-pays
• Providing pre-authorizations
• Provided claim status, payment details
• Handled email, inbound calls and outbound calls
• Processed Claims
• Assisted with technical support duties as web support
• Monitored claims
• Assisted my team members and other teams when they needed guidance.

• Answered heavy volume of calls to assist people with problems with devices.
• Verified insurance to ensure client had package to complete claim.
• Assisted client with processing claims and discussed procedure to ensure familiar with steps involved.
• Researched and reviewed updates to provide client status of claim.
• Ability to deescalate calls for a positive outcome.

• Answered calls to provide information regarding venue, seating, pricing, and any other relevant data.
• Handled payments for purchases via debit or credit card.
• Arranged for ticket delivery via email or general mail.
• Researched and resolved problems with orders and delivery.
• Responsible for providing customers with an exceptional customer experience.
• (Part Time) (Tickets.com) February 2019 to April 2019

• Answered calls from clients and provided information.
• Researched and reviewed accounts to provide options and to lower bill to ensure retention.
• Responsible for coaching daily, developed nesting agents (7) to production standards.
• Monitored calls and provided feedback on behavioral gaps identified to improve performance.
• Ran and managed a team, driving performance, motivated agents, and delivered client KPI’s.

• Answered high volume of inbound calls and provided general information.
• Researched and provided information regarding billing, processed payments, and issued credit adjustments.
• Upgraded customers by searching options for additional services.
• Assisted with complex billing issues, offered promotions, up sold and cross sold additional features.