Kayla Guerrieri
Blue Rock
Summary
Results-driven Customer Success professional with 8+ years of experience in customer service, leadership, and team management. Adept at fostering strong relationships, resolving conflicts, and optimizing team performance. Proven ability to manage operations, train and develop talent, and implement process improvements. Passionate about enhancing customer experience and driving business growth in fast-paced environments.
Patient-focused professional equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, referrals, and policy enforcement. Talented in finding balanced solutions and resolving conflicts.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient Engagement Specialist
AndHealth
Cambridge
09.2024 - Current
- Responsible for improving patient experiences and fostering positive relationships between patients and healthcare providers
- Facilitated patient engagement through effective communication and education, helping patients understand their healthcare plans, treatments, and resources
- Coordinated care, provided support throughout the healthcare journey, and addressed patient concerns to improve satisfaction and outcomes
- Utilized patient data to develop personalized engagement strategies and ensure timely follow-ups, contributing to overall health and wellness
- Collaborated with healthcare teams to ensure seamless care delivery, promoting patient retention and adherence to prescribed treatments
- Improve patient experiences and foster positive relationships between patients and healthcare providers.
- Develop strategies to enhance patient retention, satisfaction, and adherence to treatment plans.
- Coordinate care and provide support to ensure a seamless healthcare experience.
- Utilize data-driven insights to personalize patient outreach and engagement.
- Gathered insights from customers regarding their experiences with our services through online surveys or focus groups.
- Designed an effective system for tracking customer satisfaction levels over time by analyzing relevant metrics.
- Maintained up-to-date records of all interactions with patients using appropriate software systems.
- Developed and implemented patient engagement strategies to improve customer service.
Pharmacy Technician
Sams club pharmacy
Zanesville
07.2022 - Current
- Mixed pharmaceutical preparations according to written prescriptions.
- Checked medications for content, accuracy and completeness of drug packaging and labeling.
- Reading and interpreting physician's medication orders
- Computer proficiency
- Counting and packing medications
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Educated patients on medication usage, potential side effects, and storage requirements.
- Conducted medication therapy management sessions under the guidance of a pharmacist.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
- Participated in continuing education and training to stay current with pharmacy practices and technology.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Maintained a clean and organized pharmacy workspace, adhering to safety and hygiene standards.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Operated cash registers to accept payments from customers.
Senior Customer Service Agent
FedEx Ground
Zanesville
01.2022 - 03.2022
- Solving customer service inquiries and problems
- Packing and shipping expensive cargo
- Resolved customer complaints via phone, email, mail, or social media.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Participated in team meetings regularly to discuss challenges faced by the Customer Service department.
- Audited customer account information to identify issues and develop solutions.
- Managed processing, scheduling and execution of customer purchase orders.
- Prevented key account losses by researching discrepancies and correcting problems.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Tracked orders through shipping companies' websites until they reached their destination.
Picker/Packer
Amazon
Etna
05.2021 - 07.2021
- Locating merchandise to meet picking tickets
- Following loading and safety instruction
- Labeling various types of merchandise
- Maintaining a neat and clean work area
- Taking inventory and reporting shortages
- Scouted within first 2 weeks for a higher position due to knowledge and proficiency exhibited
- Given an award for being within the top 10% of the entire building for accuracy
Cashier/Customer Service
Walmart
Zanesville
05.2020 - 07.2020
- Strong product knowledge and understanding of customer base
- Outstanding verbal communication skills as well as patience
- Bagging, weighing, and scanning items in a quick and safe manner
- Money handling and issuing refunds
- Provided extraordinary customer service
- Promoted to express lane due to speed and accuracy of my transactions
- Resolved customer service disputes effectively while working at customer service desk
Waitress/Hostess
TAT'S PIZZERIA
Zanesville
10.2018 - 11.2018
- Providing excellent wait service to ensure satisfaction
- Answering customer questions and sharing additional information with restaurant patrons
- Have outstanding communication skills
- Recognized for my eagerness to learn and willingness to go out of my way to help my coworkers
- Represented the restaurant positively both on and off the job
- Provided above and beyond customer service to ensure all patrons were well taken care of and enjoyed their time at the establishment
Education
High school diploma - Nursing
Mid-East Career and Technology Centers
Zanesville, OH05.2020
Skills
- Team supervision & development
- Training & mentoring
- Performance coaching
- Employee scheduling & payroll management
- Client engagement & retention
- Conflict resolution & problem-solving
- Customer support & issue resolution
- Building and maintaining client relationships
- Improving customer satisfaction metricsCross-functional team coordination
- Effective verbal & written communication
- Active listening & empathy
- Negotiation & influencing skillsCRM software (Salesforce, HubSpot, or similar)
- AI-driven customer insights
- Data tracking & reporting
- Microsoft Office & Google Suite proficiency
Certification
- Pharmacy Technician License, CPht certified pharmacy technician
- STNA license, 03/01/19, 03/01/21, Aide patients with basic care and tasks, providing personalized care to over 10 patients every day. Followed health guidelines as directed by hospital to ensure patient and coworker safety. Maintained proper records of patients' medical histories.
Additional Information
Please contact me through my email only. Thank you
Languages
- Spanish, Beginner
- French, Intermediate
Awards
Martin Luther King Jr. Scholarship Grant, 01/01/20, Grant was given due to high grades in school, the ability to maintain high grades throughout 4 years of high school, and being a part of multiple community benefits.
Groups
NHS Second rank, 01/01/19, 05/01/20, Responsible for overseeing 25+ students on projects and activities., Play a big role in helping the community by setting up fundraisers., Was part of multiple food drives and essential goods drives for battered women's shelters and homeless shelters all across Zanesville., Took classes for conflict resolution.
Assessments
- Sales skills, Proficient, 08/01/21, Influencing and negotiating with customers.
- Supervisory skills: Motivating & assessing employees, Proficient, 08/01/21, Motivating others to achieve objectives and identifying improvements or corrective actions.
Timeline
Patient Engagement Specialist
AndHealth
09.2024 - Current
Pharmacy Technician
Sams club pharmacy
07.2022 - Current
Senior Customer Service Agent
FedEx Ground
01.2022 - 03.2022
Picker/Packer
Amazon
05.2021 - 07.2021
Cashier/Customer Service
Walmart
05.2020 - 07.2020
Waitress/Hostess
TAT'S PIZZERIA
10.2018 - 11.2018
High school diploma - Nursing
Mid-East Career and Technology Centers