Kayla Nicole Boykin
Lithia Springs
Summary
Professional service expert with significant experience in customer interaction and issue resolution. Strong focus on teamwork and achieving desired outcomes. Known for adaptability, reliability, and effective communication. Skilled in conflict resolution, problem-solving, and delivering high-quality service.
Overview
2026
2026
years of professional experience
Work History
Member Services Rep II
Elevance Health
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM systems to track customer interactions and ensure follow-up on outstanding requests.
- Collaborated with teams to streamline processes, enhancing overall service delivery and response times.
- Executed daily tasks independently while adapting quickly to evolving service standards and procedures.
- Maintained high levels of customer satisfaction through effective communication and problem-solving skills.
- Implemented feedback mechanisms to identify areas for improvement in customer service operations.
- Supported training initiatives for new hires, fostering a collaborative team environment focused on excellence.
- Maintained productivity and quality standards at all times.
Benefits Specialist
Accenture (Adecco Staffing Agency)
09.2021 - 07.2022
- Analyzed employee benefits data to ensure compliance with regulatory requirements.
- Reviewed and updated patient files to maintain compliance with insurance regulations.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Processed benefit applications and maintained accurate records in enrollment systems.
- Provided real-time support to customers through live chat, ensuring prompt resolution of inquiries.
- Documented customer interactions using CRM software, maintaining accurate records for future reference.
- Managed multiple chat sessions simultaneously while maintaining high-quality service and customer satisfaction.
Customer Service Support
Indigo Lawnscape
03.2021 - 08.2021
- Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
- Provided exceptional customer service support during every stage of the export process, from initial inquiries through post-delivery follow-up communications.
- Delivered prompt customer service support during critical situations, addressing concerns related to device performance or operation.
- Offered administrative and customer service support to customers.
- Increased customer retention rates by providing exceptional service and support for all client needs.
Analyst Collector I
Hyundai Capital America
07.2019 - 02.2021
- Negotiated payment plans with clients to resolve outstanding debts efficiently.
- Conducted regular follow-ups on delinquent accounts to ensure timely collections.
- Utilized collection software to track account status and update records accurately.
- Collaborated with team members to develop strategies for improving recovery rates.
- Analyzed customer payment behavior to identify trends and optimize collection efforts.
- Educated clients on payment options and consequences of non-payment effectively.
- Maintained compliance with collection regulations while managing sensitive information securely.
- Provided training and support to new hires, enhancing overall team performance.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Analyst Collector II
Hyundai Capital America
07.2019 - 02.2021
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
PCI (Payment Card Industry) Compliance Helpdesk
Sysnet Global Solutions
01.2019 - 07.2019
- Answer inbound calls and help merchants become compliant with their card machines.
- Protect the network used for payment processing through encryption and other security measures.
- Make sure companies' card machines are updated.
Vault Teller
Fort Sill National Bank
05.2018 - 01.2019
- Processed customer transactions efficiently, ensuring accuracy in cash handling and reporting.
- Maintained vault security protocols, safeguarding assets and minimizing risk of loss.
- Assisted customers with account inquiries, enhancing overall service satisfaction and retention.
- Collaborated with team members to streamline transaction processes, improving workflow efficiency.
- Conducted regular audits of cash drawers and vault, ensuring compliance with regulatory standards.
- Implemented improvements in cash reconciliation processes, reducing discrepancies and enhancing accuracy.
Paraprofessional
Murphy Candler Elementary
12.2014 - 05.2018
- Assisted teachers in classroom management and instructional support to enhance student learning experiences.
- Facilitated small group activities, promoting engagement and collaboration among students.
- Implemented individualized education plans (IEPs) for students with diverse learning needs.
- Monitored student progress and behavior, providing feedback to educators for necessary adjustments.
- Supported the development of classroom materials and resources, ensuring alignment with curriculum goals.
- Participated in training sessions to improve instructional techniques and classroom strategies.
Referral Services Assistant
Elevance Health
04.2024 - Current
- Consistently provided prompt follow-up on pending authorizations, ensuring minimal delay in receiving essential medical services.
- Minimized financial loss due to expired authorizations by actively tracking expiration dates and initiating renewals in a timely manner.
- Coordinated referral authorizations for specialty services, facilitating timely access to necessary medical care for patients.
- Completed prior authorizations as necessary for patient services and referrals.
Education
Bachelor of Science - Sociology
Georgia State University
Atlanta, Georgia05.2014
High School Diploma - undefined
Towers High School
Decatur, Georgia05.2008
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Complaint handling
- Database management
- Calendar management
- System updates
- Trend tracking
- Account updating
- Technical support
- Payment acceptance
- Remote assistance
- Spreadsheets
- Paperwork processing
- Service upselling
- De-escalation techniques
- Service standard compliance
- Complaint resolution
- Microsoft PowerPoint
- [NexLync] CRM system
- AS400
- QuickBooks proficient
Timeline
Referral Services Assistant
Elevance Health
04.2024 - Current
Benefits Specialist
Accenture (Adecco Staffing Agency)
09.2021 - 07.2022
Customer Service Support
Indigo Lawnscape
03.2021 - 08.2021
Analyst Collector I
Hyundai Capital America
07.2019 - 02.2021
Analyst Collector II
Hyundai Capital America
07.2019 - 02.2021
PCI (Payment Card Industry) Compliance Helpdesk
Sysnet Global Solutions
01.2019 - 07.2019
Vault Teller
Fort Sill National Bank
05.2018 - 01.2019
Paraprofessional
Murphy Candler Elementary
12.2014 - 05.2018
High School Diploma - undefined
Towers High School
Member Services Rep II
Elevance Health
Bachelor of Science - Sociology
Georgia State University