Kayla Turner
Indianapolis,IN
Summary
Dynamic customer service and administrative professional with proven experience in issue resolution, employee support, and process improvement. Skilled at handling confidential information, coordinating schedules, and managing communications with accuracy and professionalism. Recognized for strong problem-solving abilities, attention to detail, and the ability to thrive in fast-paced environments. Proficient in Microsoft Office and adaptable to HR systems, with a passion for supporting both employees and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Rep 2 - Issue Resolution Team
Elevance Health
2021.08 - Current
- Resolved customer inquiries and complaints using effective communication and problem-solving techniques.
- Streamlined support processes, enhancing resolution times for customer issues.
- Led initiatives to gather customer feedback, improving service offerings and operational efficiency.
- Managed high call volume during peak hours, prioritizing urgent cases with meticulous attention.
- Supported call center associates by addressing escalated calls and complex concerns to meet satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding first-call resolution metrics.
- Followed up with customers on resolved issues to uphold high standards of service.
- Delivered exceptional service by leveraging product knowledge and fostering positive customer experiences.
Emergency Medical Technician
Trans-care Ambulance
2019.08 - 2021.08
- Delivered first aid and CPR during emergencies to stabilize patients.
- Ensured operational readiness of medical equipment for patient transport.
- Coordinated with healthcare teams to evaluate patient conditions and plan care.
- Accurately documented vitals and medical history for seamless treatment continuity.
- Adhered to safety protocols, maintaining sanitation to prevent infection risks.
- Instructed new EMTs on emergency procedures and equipment handling.
- Performed routine vehicle inspections for adherence to safety standards.
- Exhibited composure and efficiency in critical situations, prioritizing life-saving tasks.
Emergency Medical Technician
Priorty One Ambulance
2016.06 - 2021.08
- Provided first aid and CPR to patients in emergency situations.
- Ensured readiness of medical equipment for patient transport.
- Collaborated with healthcare professionals to assess conditions and coordinate care.
- Documented patient vitals and medical history for continuity of treatment.
- Maintained sanitation and followed safety protocols during operations.
- Trained new EMTs in equipment usage and emergency response protocols.
- Conducted regular vehicle inspections to meet safety standards.
- Enhanced patient care by effectively addressing medical emergencies under pressure.
Shift Manager
McDonald's
2013.01 - 2016.06
- Supervised daily operations, ensuring adherence to quality standards and customer service protocols.
- Trained and mentored team members on efficient workflow and operational procedures.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
Education
Certificate - Emergency Medical Technician
Central Nine Career Center
Greenwood, IN05.2016
Certificate - Patient Access Specialist
IUPUI
Indianapolis, IN07.2015
Skills
- Customer service and support
- Active listening
- Critical thinking
- Data entry and clerical support
- Call center operations
- Problem resolution strategies
- Microsoft Outlook and Office
- Staff training and education
- Communication management
- Spreadsheet proficiency
- Dispute resolution techniques
- Time management and scheduling
- Attention to detail
- Multitasking skills
- Task prioritization
- Team collaboration and teamwork
- Written communication skills
Timeline
Customer Service Rep 2 - Issue Resolution Team
Elevance Health
2021.08 - Current
Emergency Medical Technician
Trans-care Ambulance
2019.08 - 2021.08
Emergency Medical Technician
Priorty One Ambulance
2016.06 - 2021.08
Shift Manager
McDonald's
2013.01 - 2016.06
Certificate - Emergency Medical Technician
Central Nine Career Center
Certificate - Patient Access Specialist
IUPUI