Kayla Sykes
Summary
Results-oriented professional with a strong background in member support and advocacy. Driven to address and resolve member concerns efficiently while fostering a collaborative team atmosphere. Adaptable and committed to achieving high standards and results in fluctuating environments. Proven ability to provide exceptional member support and maintain positive working relationships with colleagues. Dedicated to delivering outstanding service and contributing to the success of the organization.
Overview
19
19
years of professional experience
Work History
Member Advocate
United Healthcare Group
01.2022 - Current
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
MAS
CPS RECRUITMENT
06.2020 - 12.2020
- Scheduling medical transport for Medicaid enrollees for doctor's appointments and ER trips and discharges
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
Licensed Agent
National Income Life Insurance Company
03.2019 - 05.2020
- Effectively managed a diverse client portfolio, resulting in strong retention rates and ongoing referrals.
- Assisted colleagues with complex cases or difficult client situations, fostering a collaborative work environment focused on problemsolving.
- Streamlined the application process for clients, ensuring timely submission and approval of life insurance policies.
- Adhered to strict industry regulations and compliance requirements, ensuring the highest level of ethical conduct in all client interactions.
- Navigated a highly competitive market environment by leveraging extensive product knowledge and superior communication skills.
- Contributed to community outreach initiatives aimed at promoting financial literacy and raising awareness about the value of life insurance protection.
- Produced weekly reports with detailed information on prospects.
- Collaborated with colleagues to develop marketing strategies for attracting new clients.
Inside Sales Representative
NRG Energy Inc
08.2016 - 01.2019
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Monitored competitor activities closely, adjusting approaches accordingly to maintain a competitive edge in the market.
Collections Specialist
RJA Capitol
01.2012 - 07.2016
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Negotiated repayment plans with customers to minimize financial losses, enhancing company cash flow.
- Facilitated team training sessions on effective collections strategies, raising departmental performance.
Collections Specialist
National Action Financial Services
03.2009 - 12.2012
- Assisted in developing new policies for credit control that resulted in improved credit risk management practices within the organization.
- Expedited payment arrangements with debtors using persuasive techniques while treating them fairly and respectfully.
- Increased recovered funds by initiating skip tracing efforts when locating hard-to-find debtors proved challenging.
- Recovered outstanding debts by implementing effective collection strategies and maintaining professional communication with debtors.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Collections Specialist
NCO Financial
03.2008 - 02.2009
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Counseled debtors on payment options and arranged installment agreements.
Cashier
Arby's
02.2006 - 08.2006
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
Bachelor of Science - Psychology in Applied Behavior Analysis
Purdue Global University
10.2024
Associate of Science - Psychology
Erie Community College
Buffalo, NY05-2016
GED -
Lockport High School
Lockport, NY06.2009
Skills
- Cross-cultural communication
- Assertiveness
- Customer Relationship Management (CRM)
- Cross-functional team management
- Decision-Making
- Effective Communication
- Computer Skills
- Multitasking and Organization
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
Languages
English
Native or Bilingual
Timeline
Member Advocate
United Healthcare Group
01.2022 - Current
MAS
CPS RECRUITMENT
06.2020 - 12.2020
Licensed Agent
National Income Life Insurance Company
03.2019 - 05.2020
Inside Sales Representative
NRG Energy Inc
08.2016 - 01.2019
Collections Specialist
RJA Capitol
01.2012 - 07.2016
Collections Specialist
National Action Financial Services
03.2009 - 12.2012
Collections Specialist
NCO Financial
03.2008 - 02.2009
Cashier
Arby's
02.2006 - 08.2006
GED -
Lockport High School
Bachelor of Science - Psychology in Applied Behavior Analysis
Purdue Global University
Associate of Science - Psychology
Erie Community College
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