Kayla L. Suggs

• Answer inbound calls of 20 to 50 daily from members with questions about medical claims, plan benefits, eligibility, finding providers, cost estimates, and checking prior authorization status.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries with our policies and procedures.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with members.
• Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.

These are all the projects that I learned and worked for under Alorica: QuickBooks Desktop

• Reduced downtime by proactively identifying potential software issues and performing regular system updates for the customers.
• Improved end-user satisfaction with prompt and effective resolution of technical issues through remote desktop support tools.
• Implemented backup strategies that safeguarded critical data from loss due to software failures or malicious attacks.
• Collaborated closely with other IT professionals in addressing complex technical issues that required interdisciplinary expertise for successful resolution.
• Helped install new software and configured settings.

These are all the projects that I learned and worked for under Concentrix call center: Spectrum (Billing), Coinbase (IT), TurboTax (Product Expert), and Credit Card Company (Supervisor)

• Handled escalated calls/tickets/complaints as a supervisor to de-escalate the customer by listening, showing empathy, building rapport, and providing accurate information.
• Assisted external/internal users of the client's technical products or services; identify, investigate, research using multiple computer screens to provide resolutions to users questions and problems.
• Troubleshooting basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products (Salesforce, CAT, Admin).
• Assisted with scheduling payments by connecting the customer’s bank account, go over transactions, and billing statements.
• Clarified customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that require some clarification over the phone with solutions.
• Logged all incoming calls and accurately completed case notes for account management in the call tracking database (Agent OS and CSG).

• Team player with the other crew members by helping certain positions out and occasionally stayed behind to help with rushes, clean ups, and restocking.
• Assisted in training and supervising new employees.
• Prepared accurate food orders and counted register nightly sales reports and deposits.
• Resolved customer disputes according to company policies and guidelines.
• Left in charge of the crew when managers had an emergency or had a group meeting.

• Participated in an assembly line of packaged goods.
• Applied quick coordination skills to effectively produce and set-up products to prepare for shipment to vendors.