Kayla Koenig
Sioux Rapids
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Proven track record in managing office operations and providing comprehensive administrative support. Demonstrated ability in streamlining office processes and aiding in project coordination. Known for reliability, proactive approach to meeting customer and organizational goals, effective communication and multitasking skills.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
State Bank & Insurance
07.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference in multiple branches.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained constant communication with board members. Set up meetings, electronics, provided all meeting materials, and schedules.
- Maintained strict confidentiality
- Management of various trust accounts. Maintaining property records, scheduling property maintenance, corresponding with Trustees.
Financial Counselor
Spencer Municipal Hospital
10.2019 - 07.2021
- Cultivated a positive, non-judgmental environment for clients to openly discuss their financial challenges and concerns.
- Streamlined counseling processes by implementing efficient record-keeping systems and communication tools.
- Contributed to departmental goals by consistently meeting or exceeding established performance metrics.
- Reduced number of uninsured patient visits by guiding them through insurance enrollment processes.
- Managed sensitive patient information with utmost discretion, adhering to all HIPAA guidelines.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Acted as an advocate for clients during creditor negotiations, working towards mutually beneficial agreements that facilitated debt resolution.
- Liaised between patient, doctor and insurance provider to smooth claims processes.
- Managed caseload effectively, ensuring timely follow-up appointments and communication with clients.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Increased patient confidence in the billing process by providing clear explanations of insurance benefits and coverage limitations.
- Reduced hospital bad debt through proactive communication with patients about their financial responsibilities.
- Improved cash flow by proactively monitoring aging accounts receivables and implementing effective collection strategies.
- Negotiated payment plans with patients, maintaining a high rate of successful payments.
- Provided compassionate assistance to financially challenged patients, identifying potential sources of funding or discounts when applicable.
- Assisted in the development of new policies and procedures to improve overall patient financial experience.
Patient Accounts Float
Spencer Municipal Hospital
12.2016 - 10.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
Boutique Manager
Miss Behavin Boutique
07.2014 - 11.2016
- Increased sales through effective visual merchandising and creative window displays.
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Coordinated special events to promote the boutique''s brand, driving foot traffic and generating media coverage.
- Analyzed sales reports to identify best-selling items and adjust buying decisions accordingly.
- Developed a loyal client base by building strong relationships and offering exceptional service.
- Implemented loss prevention strategies to minimize theft incidents while maintaining a welcoming atmosphere for customers.
- Collected and analyzed KPI information to track trends and make proactive changes to business operations plans.
- Assisted in the recruitment process of new staff members, contributing valuable insights on candidate fit within the team dynamic.
- Collaborated with buyers to select seasonal inventory aligned with current fashion trends and customer preferences.
- Prepared yearly and quarterly budgets as well as effective strategies to consistently meet financial targets
- Selected and managed vendors while overseeing cost of ownership.
- Conducted regular competitor analysis to stay informed on industry trends and adjust pricing strategies as needed.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with vendors to decrease expenses and increase profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Coordinated scheduling and travel arrangements, ensuring smooth logistics during buying periods.
Team Leader
The Buckle
10.2008 - 07.2014
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Assisted in recruitment to build team of top performers.
- Implemented new sales techniques and tools that led to increased efficiency and effectiveness in acquiring new customers.
- Exceeded annual revenue targets by effectively allocating resources and prioritizing high-value accounts.
- Established a culture of accountability within the team by setting clear expectations and monitoring individual performance closely.
- Contributed to successful daily upkeep of warehouse inventory tracking.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Up-sold and cross-sold products effectively, driving sales and increasing revenue.
- Built relationships with customers and community to promote long term business growth.
- Contributed to team objectives in fast-paced environment.
- Contributed to event marketing, sales and brand promotion.
- Built diverse and consistent sales portfolio.
- Stayed current on company offerings and industry trends.
- Developed and maintained strong working relationships with professionals within assigned territory.
Education
High School Diploma -
Spencer High School
Spencer05-2010
Skills
- Customer service
- Critical thinking
- Computer proficiency
- Data entry
- Conflict resolution
- Microsoft Excel, Microsoft Office, Microsoft Word
- Payment processing
- Professional telephone demeanor
- Scheduling
- Product knowledge
- Administrative support
- Documentation
Timeline
Customer Service Representative
State Bank & Insurance
07.2021 - Current
Financial Counselor
Spencer Municipal Hospital
10.2019 - 07.2021
Patient Accounts Float
Spencer Municipal Hospital
12.2016 - 10.2019
Boutique Manager
Miss Behavin Boutique
07.2014 - 11.2016
Team Leader
The Buckle
10.2008 - 07.2014
High School Diploma -
Spencer High School
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