Kayla McDaniel
Monroe,NC
Summary
Dynamic professional with a proven track record in healthcare navigation and customer assistance, honed at Health Care Service Corporation, HCSC. Excelled in HIPAA compliance and training, enhancing team efficiency and customer satisfaction. Skilled in Microsoft Office and relationship building, consistently exceeding targets through critical thinking and problem-solving.
Overview
8
8
years of professional experience
Work History
Health Advocate Concierge (Remote)
Health Care Service Corporation, HCSC
03.2018 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled high-volume chat interactions during peak hours while maintaining a professional demeanor at all times.
- Upheld strict confidentiality standards when handling sensitive personal information from customers during chats.
- Managed multiple chat windows simultaneously while ensuring each interaction received personalized attention.
- Trained new team members on live chat procedures and customer service protocols.
- Assisted team leader with coaching and mentoring of new employees.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Front Desk Agent
Best Western Hotel-Riverside Inn
Danville, IL
01.2017 - 03.2018
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Increased customer loyalty with exceptional communication skills and personalized service.
Shoe Sales Associate
Kohl's
Lafayette, IN
08.2016 - 11.2016
- Organized store merchandise racks by size, style, and color to maintain clean, visually-appealing showroom.
- Handled cash register transactions efficiently, ensuring accurate payment processing while maintaining a friendly demeanor towards customers.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Improved overall store appearance through diligent upkeep of shelves, display tables, and fitting areas during shifts.
- Assisted customers in locating desired items promptly, minimizing wait times for optimal shopping experiences.
Education
No Degree - Cosmetology
Tricoci University of Beauty Culture, LLC
Lafayette, IN08.2016
Associate of Science - Secondary Education (Art)
Ivy Tech Community College
Lafayette12.2015
High School Diploma -
Seeger Memorial Jr-Sr High School
West Lebanon, IN05.2015
Skills
- Healthcare Navigation
- Research abilities
- Customer Assistance
- HIPAA Compliance
- Training skills
- Organized and detail-oriented
- Microsoft Office proficiency
- Call Center Operations
- Problem-Solving
- Critical Thinking
- Active Listening
- Relationship Building
Hobbies
- Making Arts/Crafts
- Reading
- Spending time with my husband, 1 year old son, and 3 dogs
Timeline
Health Advocate Concierge (Remote)
Health Care Service Corporation, HCSC
03.2018 - Current
Front Desk Agent
Best Western Hotel-Riverside Inn
01.2017 - 03.2018
Shoe Sales Associate
Kohl's
08.2016 - 11.2016
No Degree - Cosmetology
Tricoci University of Beauty Culture, LLC
Associate of Science - Secondary Education (Art)
Ivy Tech Community College
High School Diploma -
Seeger Memorial Jr-Sr High School