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
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