Kayla Whaley
Spokane
Summary
Service-oriented customer service representative with two year background in customer service call center environment. Core competencies include data management in conflict resolution, complex billing and system issues and strong multi-task personality as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Healthcare professional with solid foundation in patient care coordination, consistently ensuring smooth operations and patient satisfaction. Proven ability to collaborate effectively with medical teams and adapt to dynamic healthcare environments. Known for excellent organizational skills and patient-focused approach.
Knowledgeable [Desired Position] with background in patient care coordination and track record of optimizing patient flow and satisfaction. Successfully managed patient schedules and facilitated communication between healthcare providers and patients. Demonstrated ability to handle administrative duties and patient inquiries with empathy and efficiency.
Overview
10
10
years of professional experience
Work History
Housekeeper Manager
Ramada
03.2021 - 06.2024
- Supervised daily housekeeping operations, ensuring adherence to cleanliness standards and protocols.
- Trained and mentored new staff on efficient cleaning techniques and safety practices.
- Implemented inventory management processes for cleaning supplies, optimizing usage and reducing waste.
- Developed training materials to enhance team performance and foster a culture of excellence in service delivery.
- Conducted regular inspections of guest rooms and public areas, maintaining high-quality standards for cleanliness.
- Collaborated with maintenance teams to address facility issues promptly, enhancing guest satisfaction rates.
- Established schedules for housekeeping staff, ensuring coverage and efficiency during peak periods.
- Resolved guest complaints related to housekeeping services, improving overall customer experience and loyalty.
- Collaborated with other departments to ensure seamless guest experiences throughout their stay at the property.
- Adapted housekeeping procedures in response to evolving guest needs or industry trends, ensuring continuous improvement of services offered.
- Proactively addressed guest concerns or complaints, demonstrating exceptional problem-solving skills and commitment to service excellence.
- Coordinated special projects such as deep cleans or renovations, ensuring minimal disruption to guests during these processes.
- Conducted regular staff meetings to discuss updates, address concerns, share successes, and provide ongoing professional development opportunities.
- Improved overall housekeeping performance with thorough inspections, timely issue resolution, and proactive communication with the team.
Deli Clerk
Safeway
01.2023 - 04.2023
- Managed deli operations, ensuring compliance with food safety standards and company policies.
- Trained and mentored new staff on product knowledge and customer service techniques.
- Collaborated with team members to maintain inventory levels and reduce waste effectively.
- Assisted customers in selecting products, providing exceptional service to enhance their shopping experience.
- Streamlined deli processes, improving efficiency in food preparation and presentation.
- Implemented promotional displays to increase product visibility and sales within the department.
- Resolved customer complaints promptly, maintaining high satisfaction levels and fostering loyalty.
- Conducted regular quality checks on products, ensuring freshness and adherence to health regulations.
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
- Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
- Processed customer transactions efficiently, ensuring accurate cash handling and change distribution.
- Managed inventory levels, restocking items to maintain optimal product availability.
Cleaner Helper
Suds and Shine
04.2020 - 06.2021
- Maintained cleanliness and organization of work areas to ensure safety and efficiency.
- Assisted in the setup and breakdown of cleaning equipment for various tasks.
- Collaborated with team members to achieve daily cleaning objectives and improve workflow.
- Monitored and replenished cleaning supplies to support uninterrupted operations.
- Supported fellow cleaners with various tasks, ensuring efficient completion of assigned duties.
- Coordinated with management to address specific client needs, ensuring tailored service delivery.
- Implemented best practices for sanitation protocols, enhancing overall hygiene standards.
Motel Manager
Tiki Lodge Motel
09.2018 - 05.2019
- Oversaw daily operations, ensuring high guest satisfaction and efficient service delivery.
- Managed staff schedules and training programs to optimize team performance and service quality.
- Implemented cost-control measures, improving operational efficiency while maintaining service standards.
- Developed marketing strategies that increased occupancy rates and enhanced brand visibility.
- Conducted regular inspections of facilities, addressing maintenance issues to ensure safety compliance.
- Established strong relationships with vendors, negotiating contracts for better pricing and services.
- Analyzed customer feedback to identify areas for improvement in guest services and amenities.
- Handled guest complaints efficiently, resolving issues quickly to maintain satisfaction levels consistently high.
- Improved guest satisfaction by implementing efficient check-in and check-out procedures.
- Managed daily operations for better customer service and increased revenue.
- Trained staff on best practices, enhancing overall motel performance and guest experience.
Housekeeper
Ramada
03.2017 - 09.2018
- Maintained cleanliness and organization in guest rooms, ensuring high standards of hygiene.
- Managed laundry operations, efficiently handling washing, drying, and folding tasks.
- Collaborated with team members to develop streamlined cleaning procedures for improved efficiency.
- Trained new staff on company protocols and cleaning techniques, enhancing overall team performance.
Patient care coordinator
Alorica
01.2016 - 12.2016
- Customer service representative for AT&T. Responsible for dealing with billing and product usage and also general inquiries
- Responsible for technical troubleshooting devices and operations for AT&T products and services.
- Daily use with 100% proficiency of multiple operating systems used for a multitude of operations and processes.
- Handled a call volume of 90 Plus per shift on a daily basis recording no errors or mistakes doing daily tasks.
- The current line group with Alorica is with Optum RX specialty Pharmaceuticals in which I am responsible for are ordering and shipping specialty medications for a wide range of health conditions and disorders including life-threatening diseases.
- 100% effective communication between myself for OptumRx and a vast network of Health Care providers and Pharmaceutical companies including CVS Caremark Walgreens Kroger Etc
- Responsible for data entry related to case management involving each interaction with myself as an Optum agent to acquire proper information for follow-up interactions.
Customer Service Representative
American Directions Research Group
05.2015 - 01.2016
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call environments while maintaining quality service standards.
- Trained new team members on company policies and customer service protocols.
- Implemented process improvements that enhanced customer satisfaction rates.
- Analyzed feedback to identify trends and recommend solutions to management.
Research assistant
American directions group
08.2014 - 04.2015
- Responsible for conducting live telephone interviews with qualified candidates on a wide range of topics and subjects including commercial products social media medications political views health and science Etc
- Responsible for conducting 25-plus surveys ranging anywhere from 10 to 35 minutes depending on the subject matter with 100% efficiency.
Education
GED - General
Magnuson Building
Spokane, WA06.2013
Skills
- Parent to for children and easily adaptive People friendly and very personable able to maintain a two situations and have a strong ability to personal rapport and a business environment multitask on continuous basis
- Critical thinking skills
- HIPAA compliance
- Appointment scheduling
- Organizational skills
- Customer service
- Patient relations
Timeline
Deli Clerk
Safeway
01.2023 - 04.2023
Housekeeper Manager
Ramada
03.2021 - 06.2024
Cleaner Helper
Suds and Shine
04.2020 - 06.2021
Motel Manager
Tiki Lodge Motel
09.2018 - 05.2019
Housekeeper
Ramada
03.2017 - 09.2018
Patient care coordinator
Alorica
01.2016 - 12.2016
Customer Service Representative
American Directions Research Group
05.2015 - 01.2016
Research assistant
American directions group
08.2014 - 04.2015
GED - General
Magnuson Building
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