Kayla Holmes
Las Vegas,NV
Summary
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs. Strong leader and problem-solver Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Customer Experience Representative
Optum
01.2023 - 01.2026
- Handled a high volume of customer interactions across multiple channels, addressing complex billing inquiries, account adjustments, and payment-related concerns with precision and efficiency.
- Conducted in-depth account reviews to identify discrepancies, validate charges, and implement corrective actions in alignment with established financial and compliance standards.
- Accurately recorded customer activity, billing updates, and resolution outcomes within internal systems to maintain data integrity and audit-ready documentation.
- Applied strong problem-solving and de-escalation techniques to resolve account issues while upholding service quality metrics and contributing to overall customer retention.
- Managed approximately 50-75 inbound/outbound calling during work shift
Patient Experience Representative
Maximus
02.2023 - 08.2023
- Provided comprehensive assistance for government health programs, including Medicare and Medicaid, by answering eligibility, coverage, and benefits questions across phone, email, and chat channels.
- Guided individuals through Medicare and Medicaid enrollment, explaining application requirements, coverage options, deadlines, and documentation.
- Facilitated completion and submission of online health insurance applications, verifying information for accuracy and compliance with healthcare program guidelines.
Customer Service Operations Manager
FedEx
07.2021 - 06.2023
- Oversaw customer service operations by managing daily workflows, service metrics, and escalation handling to ensure timely, high-quality resolution of customer inquiries and issues.
- Analyzed customer service trends, escalations, and operational data to identify root causes, implement process improvements, and enhance service efficiency.
- Partnered with operations, logistics, and leadership teams to resolve complex customer concerns, maintain service-level standards, and ensure consistent compliance with FedEx policies.
- Implemented process improvements that streamlined operations and reduced response times.
Customer Support Associate – Contact Center
Cox
07.2020 - 04.2021
- Responded to high-volume inbound calls and digital communications, providing accurate information and solutions for billing, service inquiries, technical issues, and account updates.
- Assisted customers with new service activations, account modifications, and payment processing, ensuring accurate data entry and compliance with company policies.
- Troubleshot and resolved service disruptions and technical concerns by following standardized procedures and escalating complex issues to appropriate teams.
- Documented all customer interactions and actions in internal systems, maintaining audit-ready records to support follow-up, reporting, and quality assurance initiatives.
- Managed customer inquiries through phone, chat, and email channels to enhance satisfaction.
Security Guard
Allied Universal
06.2018 - 06.2020
- Monitored and patrolled assigned premises to ensure the safety and security of personnel, property, and assets, promptly identifying and responding to suspicious activity.
- Responded promptly to alarms and incidents, coordinating with emergency services as needed.
- Maintained detailed incident reports, activity logs, and security documentation, ensuring compliance with organizational standards and regulatory requirements.
Education
High School Diploma - undefined
March Mountain High School
Moreno Valley, CA01.2016
Skills
- Customer Experience
- Account Management
- Payment Processing
- Enrollment Assistance
- Medicare Support
- Medicaid Support
- Application Processing
- Claims Support
- Patient Advocacy
- Case Documentation
- Data Accuracy
- HIPAA Awareness
- Escalation Handling
- Service Recovery
Timeline
Patient Experience Representative
Maximus
02.2023 - 08.2023
Customer Experience Representative
Optum
01.2023 - 01.2026
Customer Service Operations Manager
FedEx
07.2021 - 06.2023
Customer Support Associate – Contact Center
Cox
07.2020 - 04.2021
Security Guard
Allied Universal
06.2018 - 06.2020
High School Diploma - undefined
March Mountain High School