Kayla Marsh
Brooklyn,NY
Summary
Proven professional with extensive experience in guest services and call center operations, notably at ODA Dental Center. Excelled in enhancing customer satisfaction and streamlining processes, demonstrated through adept handling of scheduling and insurance verification. Known for exceptional listening skills and a positive attitude, consistently improving service quality and efficiency.
Overview
9
9
years of professional experience
Work History
Medical Call Center Representative
ODA Dental Center
09.2024 - 01.2025
- Maintained a high degree of professionalism and empathy during difficult calls
- Scheduled and rescheduled appointments
- Look up and verify insurance coverage.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Enhanced call center performance by providing excellent customer service.
- Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
- Streamlined appointment scheduling process, ensuring timely access to care for patients in need.
Front Desk Agent
NYC Housing Authority
02.2024 - 06.2024
- Provided exceptional customer service to tenants by addressing concerns promptly, empathetically, and professionally.
- Enhanced tenant satisfaction by promptly addressing maintenance requests and coordinating with repair teams.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Maintained filing system and organized tenants documents for easy retrieval of information.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Provided clerical support by copying, faxing, and filing documents.
Residential Aide
Family Asylum Community Housing
07.2023 - 04.2024
- Developed positive rapport with residents by demonstrating genuine empathy, respect, and understanding; created a welcoming atmosphere that encouraged open communication.
- Check in residents nightly.
- Facilitate communication between residents and social workers.
- Log resident complaints.
- Assist in conducting fire drills and daily room checks.
- Assist in serving nightly meals.
- Distribute mail.
Unit Clerk
Housing Preservation And Development
01.2022 - 07.2023
- Promptly and professionally handled incoming calls from tenants and landlords.
- Log all calls into the computerized system.
- Log and forward all housing complaints to housing investigators.
- Schedule appointment for home inspections.
- Log, review and update building violations.
- Make copies, file and scan documents.
- Prepare mail for postage.
Office Aide
Ardwyn Binding Products
06.2016 - 09.2019
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained inventory levels through regular monitoring and ordering supplies when necessary.
- Contributed to a welcoming office atmosphere by assisting visitors upon arrival and directing them as needed.
- Opened and properly distributed incoming mail to promote quicker response.
- Improved office efficiency by organizing and maintaining accurate filing systems.
- Log invoices.
- Make copies and maintain sending and received fax.
Education
No Degree -
Borough of Manhattan Community College
New York, NYHigh School Diploma -
George Wingate High School
Brooklyn, NY06-2018
Skills
- Guest services
- Scheduling appointments
- Call center experience
- Filing systems
- Electronic medical records
- Multi-line phone system
- Insurance verification
- Appointment scheduling
- Listening skills
- Patient scheduling
- Positive attitude
- Front office support
Timeline
Medical Call Center Representative
ODA Dental Center
09.2024 - 01.2025
Front Desk Agent
NYC Housing Authority
02.2024 - 06.2024
Residential Aide
Family Asylum Community Housing
07.2023 - 04.2024
Unit Clerk
Housing Preservation And Development
01.2022 - 07.2023
Office Aide
Ardwyn Binding Products
06.2016 - 09.2019
No Degree -
Borough of Manhattan Community College
High School Diploma -
George Wingate High School
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