Kayla Williams

• Managed approximately 30 incoming calls, emails and faxes per day from customers.
• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Negotiated to collect balance in full.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Worked in call center environment handling manual and automatically dialed outbound calls.

Listened to customers and negotiated solutions that met creditor and debtor needs.

• Manage appointments for patients in terms of consultations and medical procedures
• Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
• Responsible for entering data into various electronic systems, as well as maintaining the integrity and accuracy of the data
• Take or respond to telephone calls promptly to establish or confirm appointments
• Utilize appropriate schedule codes (ICD-10) in scheduling office and hospital based medical procedures, for patients with appropriate provider and time/location slot

• Healthcare industry answering incoming calls and asking probing questions to find solutions to
• Enrolling in healthcare plan, advising with plan options and rates
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
• Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.

• Assisted clients with diagnosis of software and hardware issues
• Encouraged timely and relevant upgrades for the client's products
• Coached support agents on technical duties and managed trainings
• Encouraged email and phone clients to make software pairing decisions
• Identified ticketing management solutions that led to 18% queue reduction