Kayla Davis

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Applied best practices in customer service and employee management to exceed organizational goals.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Assisted call-in customers with questions.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Logged call information and solutions provided into internal database.
• Coordinated timely responses to online customer communication and researched complex issues.
• Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.

• Provided outstanding, to all phone, in person and written requests from external customers and vendors
• Assisted with the transferring of data from an old system to a new system as well as system cleanup
• Project team leader:

-Trusted Partner Communication & Engagement

-Knowledge Centered Service (KCS)

• Met deadlines and exceeded SLA's under high volume
• Researched, analyzed and resolved routine issues and problems
• Performed various other duties and projects as assigned by management with little to no supervision
• Gathered data and performed analysis to suggest process improvements for department initiatives for increased effectiveness
• Performed routine follow up on pending cases
• Tested existing and new functionality in multiple systems with a concentration on front end functionality

• Provided outstanding customer service, to all phone, in person and written requests
• Assisted with the transferring of data from an old system to a new system as well as system cleanup
• Processed various financial transactions such as credit card payments, EFT enrollments, manual checks and refunds
• Gathered data to help streamline processes already in place for increased effectiveness
• Processed payroll reports through Excel for HR manager
• Performed all service functions from customer inquiries to policy changes within established quality and time standards
• Processed inventory counts

• Performed regression testing
• Educated sales representatives and managers regarding the application process
• Responsible for validating the accuracy and completeness of contract information

• Processed legal bills

• Contributed to the USer Acceptance Testing phase of the web-based MyLibertyClaim application including Evidence of Insurability, WAS 6.1 and Employee ID releases
• Supported testing activities for a Report Scheduling tool for automated report production
• Tested existing and new functionality in Claim System with a concentration on front end functionality
• Performed regression testing with limited oversight
• Managed the claimant and manager survey data entry process and work flow coordination
• Responsible for data entry and quality assurance of the telephonic Claim Intake statistics. This data was later used in the production of Customer Account Management and Performance Guarantee Reports
• Assisted project managers in the change management process of the data model being created. Closely monitored changes to impacting the data model and incorporated those changes in the documentation