Kayla Foster
Chattanooga,TN
Summary
Detail-oriented client services professional with expertise in managing inquiries and resolving complex issues. Experienced in maintaining accurate records across database systems and Microsoft Office Suite. Committed to enhancing communication, ensuring member satisfaction, and streamlining transaction processes to drive team success.
Overview
3
3
years of post-secondary education
6
6
years of professional experience
Work History
Customer Service Representative
BlueCross BlueShield of Tennessee
Chattanooga
06.2025 - Current
- Managed Medicare Advantage Plan inquiries, providing detailed information on benefit coverage and pharmacy prescriptions.
- Acted as a liaison, bridging communication between providers and members to facilitate prescription refills and prior authorizations.
- Assisted members in comprehending explanations of benefits for both covered and non-covered expenses on claims.
- Resolved complex billing discrepancies and claim disputes to ensure accurate member accounts.
- Clarified benefit coverage details for subscribers, ensuring understanding of copayments and deductibles.
- Supported members in identifying in-network providers for primary care, specialist, or emergency visits.
- Recorded customer interaction data in database for streamlined future reference.
- Leveraged Microsoft Office 365 suite, including Outlook, Word, and Excel, for daily tasks.
- Accessed internal databases daily to efficiently manage customer accounts.
Client Services Lead
SPS North America-Contractor / Unum Insurance
Chattanooga, TN
10.2024 - 06.2025
- Delivered precise and timely account status information to customers.
- Provided timely account status updates to enhance customer satisfaction.
- Validated client information and generated comprehensive reports using Microsoft Excel to support informed decision-making.
- Verified daily tracking reports to ensure accurate delivery of incoming client envelopes and packages to the appropriate recipients.
- Created and maintained spreadsheets to track received checks and reconcile with customer accounts, ensuring accurate financial records.
- Leveraged Microsoft Outlook to provide performance feedback to subordinates based on previous day's operations.
- Sorted and delivered external and interdepartmental mail daily to ensure timely communication.
- Extracted information from the customer management database to identify and process policy conversions.
- Distribute external and interdepartmental mail on a daily basis.
Server,To-Go
Chillis
Chesapeake, Virginia
08.2020 - 10.2022
- Welcomed guests warmly upon arrival to create a friendly atmosphere.
- Greeted guests upon arrival and delivered orders promptly to enhance customer satisfaction.
- Accurately recorded customer orders and inputted them for preparation.
- Ensured accurate and timely preparation and packaging of customer orders to meet service standards.
- Served food items in a pleasant and efficient manner.
- Compiled and maintained operational reports and records to support efficient service delivery.
- Maintained records associated with sales transactions.
Education
Associate of Applied Science - Business Administration
Tidewater Community College
Norfolk, VA 08.2021 - 05.2024
Skills
- Customer account management
- Customer account resolution
- Database management
- Microsoft Excel
- Customer needs assessment
- Stress management
- Adaptability
- Team building
- Peer support
Timeline
Customer Service Representative
BlueCross BlueShield of Tennessee
06.2025 - Current
Client Services Lead
SPS North America-Contractor / Unum Insurance
10.2024 - 06.2025
Associate of Applied Science - Business Administration
Tidewater Community College
08.2021 - 05.2024
Server,To-Go
Chillis
08.2020 - 10.2022