Kayla Garcia Shambaugh
Oklahoma City
Summary
Dynamic professional with extensive experience in customer service and operations, notably at Mercy Clinics of Oklahoma. Proven ability in appointment scheduling and effective communication, enhancing patient satisfaction by 30%. Skilled in problem solving and team collaboration, consistently achieving operational excellence and fostering a positive work environment.
Overview
13
13
years of professional experience
Work History
Patient Service Representative
Mercy Clinics of Oklahoma
Oklahoma City
12.2022 - Current
- Assisted patients with appointment scheduling and registration processes.
- Responded to patient inquiries via phone and in-person interactions.
- Educated patients on insurance benefits and payment options available.
- Verified insurance information, collected payments, and scheduled appointments.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Ensured all necessary paperwork was completed prior to patient visits.
- Maintained a clean and organized reception area.
- Documented and managed patient information in computer system.
- Developed and maintained filing systems for efficient document retrieval.
Assistant Manager /Licensed Loan Officer
The Breit Company
Oklahoma City
11.2019 - 12.2022
- Maintained accurate records of all client interactions and transactions.
- Reviewed loan agreements to confirm completeness and accuracy.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Assisted in developing training programs for new team members.
- Supported budget planning and tracked departmental expenses accurately.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
Call Center Representative
Global Retreats LLC
Oklahoma City
09.2016 - 11.2019
- Trained new representatives on company policies and communication techniques.
- Provided feedback to management on common customer issues and trends.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Navigated through computer systems to review information and respond appropriately to callers.
- Processed sales transactions accurately using point-of-sale systems.
- Engaged with potential clients to understand their vacation needs.
- Assisted clients in navigating financing options for timeshare purchases.
- Built rapport with customers through effective communication and active listening.
Cashier
Ross Dress for Less
Oklahoma City
12.2015 - 06.2017
- Processed customer transactions efficiently and accurately at high-volume retail environment.
- Maintained organized cash register area to ensure smooth operation during busy shifts.
- Assisted customers with product inquiries and provided exceptional service experience.
- Handled cash, credit, and mobile payments while ensuring security protocols were followed.
- Trained new cashiers on register operations and customer service best practices.
- Stocked shelves with merchandise when needed.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
Host /Restaurant Server
Olive Garden
Oklahoma City
12.2012 - 08.2015
- Welcomed guests and ensured a positive dining experience.
- Managed seating arrangements to optimize guest flow and comfort.
- Coordinated with servers to communicate guest needs effectively.
- Maintained cleanliness and organization of the host station.
- Handled reservations and managed waitlists efficiently.
- Responded to guest inquiries and resolved concerns promptly.
- Took reservations over phone and in person.
- Provided excellent customer service in a fast-paced dining environment.
- Collaborated with kitchen staff to ensure timely food delivery.
- Managed cash register operations and handled customer payments securely.
Education
High School Diploma -
Capitol Hill High School
Oklahoma 05-2016
Skills
- Appointment scheduling
- Data entry
- Problem solving
- Effective communication
- Team collaboration
- Time management
- Attention to detail
- Training and development
Timeline
Patient Service Representative
Mercy Clinics of Oklahoma
12.2022 - Current
Assistant Manager /Licensed Loan Officer
The Breit Company
11.2019 - 12.2022
Call Center Representative
Global Retreats LLC
09.2016 - 11.2019
Cashier
Ross Dress for Less
12.2015 - 06.2017
Host /Restaurant Server
Olive Garden
12.2012 - 08.2015
High School Diploma -
Capitol Hill High School
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