Kayla Roberts
Summary
Customer Service Representative with 5+ years experience in a high volume customer service call center, problem solving, dispatching emergency medical services and more. Ambitious, career-focused job seeker, anxious to obtain position at a call center.
Overview
11
11
years of professional experience
Work History
Public Records Specialist
Orleans Parish Communication District
New Orleans, LA
01.2024 - Current
- Managed and resolved incidents according to service agreements.
- Identified needs of customers promptly and efficiently.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Monitored operations and reviewed records and metrics to understand company performance.
Pharmacy Clerk
Omnicell, Inc
New Orleans, LA
04.2023 - Current
- Maintained pharmacy inventory, including ordering and stocking supplies.
- Verified accuracy of prescriptions filled by pharmacists.
- Answered customer inquiries regarding drug interactions, side effects, dosage and storage information.
- Provided excellent customer service in a friendly manner to all clients visiting the pharmacy counter.
- Restocked shelves and prepared expired drugs for return.
- Supported pharmacist in preparing daily prescriptions.
- Managed and received inventory by checking deliveries, counting stock, monitoring medication expiration dates and placing orders.
Behavioral Health Technician
NOLA Detox
New Orleans, LA
12.2022 - 04.2023
- Assisted in examination and treatment of patients under direction of nursing staff.
- Maintained client and employee areas in good working order and with adequate supplies.
- Identified behaviors associated with substance abuse and recognized signs of being under influence of alcohol or drugs.
- Completed patient reports daily and submitted to management for evaluation.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Documented patient interactions in compliance with HIPAA requirements.
- Used thermometers or blood pressure gauges to take and record measures of patients' physical condition.
- Documented behavioral incidents to keep accurate records.
Patient Access Representative
Care
New Orleans
02.2022 - 12.2022
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Applied HIPAA privacy and security regulations while handling patient information.
- Collaborated with customer service and sales colleagues to resolve issues.
- Supported customers with password resets and account customization.
Communications Specialist II
Orleans Parish Communications District
New Orleans
05.2016 - 11.2021
- Leveraged CAD skills to input and compile data gathered from various sources.
- Assisted callers with resources needed throughout the city of New Orleans
- Exhibited resolution skills in high paced call center
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Used radio, telephone and computer system to update first responders with new information.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Monitored status of field units using radio communications systems, maintained contact with responding personnel until completion of call.
- Analyzed medical information received from caller to determine the level of urgency or priority for dispatch.
Cashier
Lakeview Grocery
New Orleans, Louisiana
09.2013 - 05.2016
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped customers find specific products, answered questions and offered product advice.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Processed refunds for worn, damaged and broken merchandise.
Education
Associates - Criminal Justice
Delgado Community College
05.2015
Skills
- Multitasking and Organization
- Customer Service
- Verbal and Written Communication
- Database Search and Data Entry Skills
- Map Reading Abilities
- Computer-Based Dispatch Systems
- CPR and First Aid
- Emergency Response Procedures
- Problem-Solving
- Works Well Under Pressure
- Computer Skills
- Active Listening
- Critical Thinking
- Emergency Assessment
- Insurance Coverage Verification
- Team Leadership
- Project Management
- Microsoft Office
- Knowledge of Medical Terminology
- Attention to Detail
- Crisis Management
- Behavior Observation
- Behavioral Health
- People Skills
- First Aid/CPR
- Technical Troubleshooting
- Customer Service Support
- Help Desk Support
- Inventory Counting
- Interpreting Orders
- Verifying Orders
- Stocking Shelves
- Shipping and Receiving
- Supply Restocking
- Packing Boxes
- Safety and Compliance
- Data Entry
- EMS Dispatch
Timeline
Public Records Specialist
Orleans Parish Communication District
01.2024 - Current
Pharmacy Clerk
Omnicell, Inc
04.2023 - Current
Behavioral Health Technician
NOLA Detox
12.2022 - 04.2023
Patient Access Representative
Care
02.2022 - 12.2022
Communications Specialist II
Orleans Parish Communications District
05.2016 - 11.2021
Cashier
Lakeview Grocery
09.2013 - 05.2016
Associates - Criminal Justice
Delgado Community College
Similar Profiles
Nishe CaireNishe Caire
Operations Manager at Orleans Parish Communication DistrictOperations Manager at Orleans Parish Communication District
Shasta LondonShasta London
Emergency Communications Specialist at Orleans Parish Communication DistrictEmergency Communications Specialist at Orleans Parish Communication District
Kasie JilesKasie Jiles
Deputy Clerk of the Court at Civil District Court Orleans ParishDeputy Clerk of the Court at Civil District Court Orleans Parish