Kayla Washington
Shreveport,LA
Summary
Developed comprehensive customer service skills in fast-paced environment, excelling in communication and problem resolution. Skilled in understanding and addressing customer needs while maintaining calm and professional demeanor. Seeking to transition into new field where these abilities can drive positive outcomes and contribute to team success.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
VXI Global Solutions LLC
07.2024 - Current
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Claims Processing Specialist
Sagility Llc
10.2023 - 06.2024
- Process and adjudicate long-term care insurance claims from submission to final determination.
- Analyze policy holder contracts to verify claim eligibility and determine benefit payments.
- Ensure accurate data entry and management of claim information in the claims system.
- Offer exceptional customer service to policy holders, resolving inquiries and issues promptly.
- Conduct audits of processed claims to ensure quality and compliance with regulations.
- Prepare detailed claim reports for internal and external stake holders, including legal and audit teams.
Chat Support Representative
General Dynamics
08.2022 - 09.2023
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
Healthcare Customer Service Representative
Teleperformance
10.2020 - 07.2022
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Provided timely expert customer service via phone and email, resolving issues in real time, in a fast-paced environment.
Education
Huntington High School
Shreveport, LA05-2019
Skills
- Problem-solving
- Medical terminology
- Data entry proficiency
- Salesforce Proficient
- Multitasking
- Attention to detail
- Friendly, positive attitude
- HIPPA Compliance
- Appeals Management
- Communication skills (verbal & written)
- Claims Processing
- MS Office Proficiency
- Prior Authorization Knowledge
Timeline
Customer Support Specialist
VXI Global Solutions LLC
07.2024 - Current
Claims Processing Specialist
Sagility Llc
10.2023 - 06.2024
Chat Support Representative
General Dynamics
08.2022 - 09.2023
Healthcare Customer Service Representative
Teleperformance
10.2020 - 07.2022
Huntington High School
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