Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla Pankey-Law

Beaverton,OR

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

11
11
years of professional experience

Work History

Customer Success Messaging Advocate

Block Inc.
Portland, OR
07.2022 - 06.2024
  • I provide empathetic Customer Support via in-app chat/messaging using a CRM tool.
  • Identify, document and follow up with engineers on product bugs and features.
  • I utilize technology effectively and engage with customers and my team to meet goals.
  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products.
  • Collaborate with members of other teams to root out answers and be a resource to teammates.
  • Recognize errors and draft improvements to content in the external Support Center and internal documentation.
  • Take on responsibilities as requested.

Mortgage Customer Service Representative

USBankLocations
Portland , OR
11.2021 - 02.2022
  • Handle inbound customer calls in a courteous, timely, and professional manner.
  • Listen to customers, understand their needs, and resolve customer issues.
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.
  • Accurately document call resolution in appropriate systems.
  • Strictly follow client process for handling financial issues and inquiries.
  • Comply with requirements surrounding confidential information and personal information.
  • Follow all required scripts, policies, and procedures.

Skills Trainer

Cameron Care Inc.
Portland, OR
11.2017 - 12.2018
  • Responsible for supervising all residents who are on site.
  • Monitor residents for changes in psychiatric presentation as well as
    medical presentation and provide appropriate intervention as needed.
  • Conveys assessment and documentation of residents' ability and
    functionality.
  • Planning and implementation of community outings.
    Work with the Residential Manager to complete ongoing care plans.
  • Review and process cycle review sheets and cycle fill monthly to ensure continuity of medication program.
  • Monthly progress notes
  • On call manager every 6 weeks
  • Filing/Organization

Residential Counselor

Cameron Care Inc.
Portland , OR
09.2013 - 11.2017
  • Completed one on one counseling sessions with residents suffering from.
  • Schizophrenia, Bipolar disorder and miscellaneous dissociative disorders.
  • Responsible for scheduling appointments and transportation for residents.
  • Answered phone and directed calls to RM.
  • Order/reorder medications.
  • Complete new resident inventory.
  • Monitor residents for changes in psychiatric and medical presentation.
  • Administer medication and maintaining all prescribed medication according to current orders from doctors.
  • Preparing and serving meals.

Education

High School Diploma -

Parkrose High School
Portland, OR
06.2009

Some College (No Degree) - Business Administration

Clackamas Community College
Oregon City, OR

Skills

  • Conflict Resolution
  • MS Office Proficient
  • Office coordination
  • Customer service Filing /Organizing
  • A self-motivated and disciplined
    individual with strong work ethic
  • Exceptional communication, writing, and organizational skills
  • Ability to work effectively as a team member of complex projects
  • Sense of urgency, self-managed and goal-oriented attitude
  • Problem Solving
  • Patience
  • Empathy

Timeline

Customer Success Messaging Advocate

Block Inc.
07.2022 - 06.2024

Mortgage Customer Service Representative

USBankLocations
11.2021 - 02.2022

Skills Trainer

Cameron Care Inc.
11.2017 - 12.2018

Residential Counselor

Cameron Care Inc.
09.2013 - 11.2017

High School Diploma -

Parkrose High School

Some College (No Degree) - Business Administration

Clackamas Community College

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Kayla Pankey-Law