Kayla Wilburn
Summary
Customer Service Analyst bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Analyst
Cigna Healthcare
06.2022 - Current
- Managed high-stress situations with tact and professionalism, maintaining positive relationships with customers during difficult interactions.
- Consistently exceeded performance targets through diligent work ethic and commitment to excellence in customer service delivery.
- Reduced average chat handling time with effective problem-solving techniques and clear communication skills.
Patient Support Representative
CCS Medical
10.2020 - 05.2022
- Confirmed patient demographics, collected copays and verified insurance.
- Reconciled clinical notes, patient forms and health information for compliance with HIPAA rules.
- Assessed medical codes on patient records for accuracy.
Server
Sullivan's
04.2019 - 03.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
Certificate - Electronic Health Records
Tennessee College of Applied Technology
Knoxville, TNSkills
- Proficient in Microsoft Office and Excel
- Strong attention to detail
- Strong analytical and problem-solving skills
- Proclaim and Facets trained
- Knowledge of Cigna products
- Written, verbal and interpersonal communication skills
Timeline
Customer Service Analyst
Cigna Healthcare
06.2022 - Current
Patient Support Representative
CCS Medical
10.2020 - 05.2022
Server
Sullivan's
04.2019 - 03.2020
Certificate - Electronic Health Records
Tennessee College of Applied Technology
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