Kayla Paquette
Cumberland,RI
Summary
An ambitious receptionist, equipped to handle front desk operations by being resourceful, organized, and goal-oriented, with computer skills and telephone etiquette. Five years of office experience with customer-facing roles, such as greeting guests, handling customer inquiries, scheduling appointments, and maintaining records. Adept at handling high volumes of inquiries from clients and administrative tasks from team members, with speed and accuracy. A proven ability to establish and maintain excellent communication, both verbal and written, ensuring clear and positive interactions between clients and team members.
Overview
5
5
years of professional experience
Work History
Client Services Representative
Robert A. Parker Insurance & Financial Services
Whitinsville, MA
09.2023 - 09.2024
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Created detailed notes in customer profiles to keep track of conversations, requests, problems, and solutions effectively and in a timely manner.
- Collected payments, as well as resolved insurance billing issues, by liaising between clients and insurance companies.
- Advised clients on available options for purchasing additional coverage beyond their existing policies.
- Answered questions regarding insurance coverage, billing inquiries, etc.
- Coordinated and issued insurance certificates.
- Arranged documents for insurance claims, and assisted customers with insurance claims processing issues.
- Analyzed customer needs and provided customized advice on selecting suitable car insurance plans.
- Coordinated with insurance companies to verify coverage and process claims for personal auto and home insurance.
- Provided advice regarding personal lines policies, such as homeowners, auto, boat, and business insurance policies.
Shift Leader
Crumbl Cookies
North Attleboro, MA
09.2022 - Current
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Supervised and led employees to maintain productivity and customer service levels.
- Handled escalated customer concerns and emergencies in absence of manager.
- Delegated tasks to employees, and monitored activities and task completion. Evaluated employee performance, delivering individualized feedback and praise.
- Maintained positive working relationship with fellow staff and management.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Assisted general manager with operations game plan and company initiatives implementation.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Front Desk Patient Coordinator
Arcadia Dental
Franklin, MA
04.2022 - 09.2022
- Check patients in and out, verified insurance and collected co-pays to keep business administrative and financial records current.
- Prepared new patient files and updated existing records with new personal and insurance information.
- Explained dental services and payment plans to help patients make informed decisions on future procedures and appointments.
- Built loyal patient following and retained return patients by providing empathetic and caring service, especially during times of injury and pain.
- Scheduled evaluations and procedures for patients.
- Established strong work network by building professional relationships with fellow employees.
- Collaborated with hygienist and dental assistant staff to advocate for individual patient needs and insurance coverage.
- Received and routed care team messages and documents to appropriate staff.
- Submitted various medication requests electronically.
- Assured regulatory compliance and professionalism across patient service.
Mortgage Loan Closer
Poli Mortgage Group
Norwood, MA
06.2020 - 03.2022
- Effectively prepared and reviewed closing loan packages and outstanding conditions.
- Ability to manage and resolve any questions, concerns, and documentation issues.
- Active intermediary between all parties involved, including but not limited to, buyer and seller attorneys.
- Prepared and delivered loan documents to title and escrow teams.
- worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Maintain strong company relationships with partners.
- Key knowledge in mortgage rules and regulations.
- Carried out pre-funding and funding functions. Experience with wire funding and final documents reports and requests.
- Performed post-closing checks of mortgage loan documentation and reviewed records for accuracy and completeness to maximize compliance and prevent errors.
- Organized, filed, and maintained customer, department, and regulatory loan records.
Education
High School Diploma -
Cumberland High School
Cumberland, RI05.2018
Skills
- Positive attitude
- Reliable and trustworthy
- Relationship building
- Microsoft Office
- Customer service
- Fast learner
- Initiative and problem-solving abilities
- Detail-oriented
- Written and verbal communication skills
- Goal-oriented
- Payment collection
Timeline
Client Services Representative
Robert A. Parker Insurance & Financial Services
09.2023 - 09.2024
Shift Leader
Crumbl Cookies
09.2022 - Current
Front Desk Patient Coordinator
Arcadia Dental
04.2022 - 09.2022
Mortgage Loan Closer
Poli Mortgage Group
06.2020 - 03.2022
High School Diploma -
Cumberland High School
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