Kayla Rodriguez
Brandon,MS
Summary
Highly dedicated and results-oriented Customer Service professional with extensive experience in assisting customers, resolving issues, and delivering solutions across diverse environments. Skilled in communication, data entry, and troubleshooting. Adapt at managing tasks in fast- paced, remote work settings, with a proven track record of improving customer satisfaction and maintaining operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative (CSR)
MDS Communications
12.2025 - Current
- Fast paced, inbound/outbound calls
- Telemarketing
- Contacted donors for different campaigns
- Remote position
- Promoted to CSR2, leader board recognition
Quality Assurance Analyst
Comcast
Jackson, MS
04.2020 - 01.2025
- Performed computer and data entry for accurate customer tracking and reporting.
- Maintained customer databases, ensuring up-to-date communication logs.
- Conducted audits to ensure compliance with company policies and procedures.
- Trained and mentored new team members, fostering skill development in a remote environment.
- Effectively communicated quality issues and resolutions to management and teams.
- Provided actionable feedback and recommendations to improve customer service quality.
Customer Service Representative
Conduent
Madison, MS
01.2017 - 04.2020
- Managed customer accounts over the phone and via email in a remote capacity.
- Assisted seniors (65+) with Medicare Rx Drug Plan enrollments.
- Provided guidance on medical claims, pharmacy benefits, and billing inquiries.
- Utilized medical terminology to explain complex topics to customers in an easily understandable manner.
- Trained in billing processes, medical benefits, and the pharmacy environment.
Collection Specialist
University of Mississippi Medical Center, UMMC
Jackson, MS
12.2015 - 01.2017
- Coordinated with patients and insurance providers to resolve billing issues while maintaining compliance with hospital policies.
- Maintained accurate records and documentation of all collection activities to support financial reporting.
- Processed information in a timely manner
- Delivered prompt and professional service to enhance customer satisfaction and loyalty.
- Used programs and software such as: Epic, Meditech, differ Microsoft programs, etc.
- Resolved outstanding account discrepancies through effective communication with clients and internal teams.
Education
Associate's degree -
Business Management
01-2012
High School Diploma - undefined
Bailey Magnet High School
Jackson, MS05-2010
Skills
- Sales lead qualification
- Telemarketing
- Computer literacy
- Hospital Experience
- Medical billing
- Customer communication
- CRM system proficiency
- Document review (document control)
- Sales management systems proficiency
- Decision making
- Medical administrative support
- Microsoft Office
- MacOS
- Key Performance Indicators
- Customer relationship building
- Client interaction via phone calls
- Nursing
- Logistics
- Communication skills
- Time management
- Lead generation
- Experience Research
- Marketing
- Customer support
- Customer service
- Total calls (success metric)
- Microsoft Teams
- Quality standards in production
- CSR
- Outbound calling
- Medical office experience
- Word processing
- Epic Electronic health records (EHR) management
- Vital Signs
- Call Center Software
- Phone triage
- Customer relationship management
- Customer service management
- State tax
- Assembler
- B2B
- Client relationship development
- Typing
- Patient interaction
- 10 key typing
- Phone communication
- Management
- Remote Work Experience
- Attention to detail
- Home Care
- Technical Proficiency
- Objection handling (sales technique)
- Account Management
- Customer Care
- Software troubleshooting
- Medical claims processing
- Technical sales
- Tutoring
- Organizational skills
- SSL
- Call center experience
- CRM software
- Case Management
- Microsoft Powerpoint
- Quality assurance
- Data entry
- Microsoft Excel
- Microsoft Word
- Productivity software
- Outbound sales
- Mentoring
- Medical scheduling
- Microsoft Outlook
- Working with high schoolers
- Filing
- Clinical documentation
- Conducting sales calls
- Sales
- DME Order processing
- Call center agent experience
- EMR/EHR
- Medical Terminology
- Computer operation
- Appointment scheduling
- Customer support experience within healthcare industry
- Inside sales
- Call Center
- Tax preparation software
- Office Administration
- Windows
Accomplishments
- Promoted products and encouraged customers to upgrade their existing product plans.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Developed detailed and well-received test plans, test cases and test scripts that became company standards.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Driver's License
Languages
English
Willing To Relocate
- Jackson, MS
- Madison, MS
- Ridgeland, MS
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Availability: Jackson, MS - Madison, MS - Ridgeland, MS
- Visa Status: Authorized to work in the US for any employer
Timeline
Customer Service Representative (CSR)
MDS Communications
12.2025 - Current
Quality Assurance Analyst
Comcast
04.2020 - 01.2025
Customer Service Representative
Conduent
01.2017 - 04.2020
Collection Specialist
University of Mississippi Medical Center, UMMC
12.2015 - 01.2017
High School Diploma - undefined
Bailey Magnet High School
Associate's degree -
Business Management