Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Rogers

Mesquite,TX

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

7
7
years of professional experience

Work History

Regional General Manager

Nav Central
06.2019 - 10.2023
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Treatment Coordinator

Forney Family Dentistry
07.2017 - 12.2018
  • Laid out potential payment plans for patients.
  • Researched billing issues, scheduled appointments and verified insurance coverage.
  • Educated patients on dental benefits and coordinated proper payment with insurance companies.
  • Explained treatment choices to patients and helped determine best options.
  • Performed in team leader capacity and organized all treatment and placement activities.
  • Worked closely with patients to deliver excellent and direct individualized patient care.
  • Delivered excellent patient experiences and direct care.
  • Worked with patients to schedule tests and procedures.
  • Communicated with patients, ensuring that medical information was kept private.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.

Call Center Representative Specialist

American Heart Association
07.2016 - 07.2017
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Processed debit and credit card and electronic check payments.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Poteet High School
Mesquite, TX
05.2012

Skills

  • Staff Management
  • KPI Tracking
  • Performance Improvement
  • Quality Assurance
  • Staff Training/Development
  • Hiring and Onboarding
  • Proficient in Microsoft Word, Excel, PowerPoint
  • Scheduling

Timeline

Regional General Manager

Nav Central
06.2019 - 10.2023

Treatment Coordinator

Forney Family Dentistry
07.2017 - 12.2018

Call Center Representative Specialist

American Heart Association
07.2016 - 07.2017

High School Diploma -

Poteet High School

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Kayla Rogers