Kaylah Lapaz
Melbourne,USA
Summary
Resourceful and cross-trained customer service representative with a blended background in virtual customer support, early childhood education, and licensed life insurance services. Brings a unique mix of policy expertise, client communication, and instructional skills to support fast-paced, remote teams. Eager to contribute to a long-term remote role, fueled by a passion for professional development, and making meaningful contributions to forward-thinking teams.
Overview
2
2
years of professional experience
2023
2023
years of post-secondary education
Work History
Customer Service Representative
C&S Automotive Inc, Remote
Bronx, NY
07.2024 - Current
- Responsible for handling inbound and outbound calls across multiple phone lines, assisting customers with scheduling maintenance appointments, service requests, and follow-ups using Salesforce and other CRM platforms.
- Optimized calendar management tools and platforms such as Trello and Asana to coordinate technician availability, optimize appointment flow, and ensure accurate tracking of service timelines.
- Demonstrated strong communication and customer service skills while handling sensitive inquiries involving vehicle history, service plans, and criminal background documentation for vehicle clearance or eligibility.
Life Insurance Agent
American Income Life, Remote
Indianapolis, Indiana
03.2024 - 07.2024
- Delivered personalized insurance solutions to clients by assessing financial needs, explaining policy options, and guiding individuals through the selection of term, whole, and supplemental life coverage.
- Utilized insurance software platforms to manage policyholder accounts, track sales pipelines, generate quotes, and follow compliance protocols.
- Collaborated with underwriting teams, processed applications, and conducted policy reviews to ensure accuracy and completeness across all stages of the client lifecycle.
Childcare Teacher
KinderCare Learning Centers
Titusville, Florida
12.2023 - 03.2024
- Offered structured and nurturing care in a classroom setting, supporting early learning through interactive instruction, behavior guidance, and age-appropriate developmental activities.
- In addition to classroom responsibilities, maintained detailed student records, attendance logs, and progress reports.
- Proficient in Windows 11-based tools for lesson planning, schedule creation, and parent communication, ensuring all documentation was accurate, organized, and compliant with center policies.
Education
High School Diploma -
Charter High School For Law And Social Justice
Bronx, NY06-2022
Some College (No Degree) - Allied Health Sciences
South University
Savannah, GASkills
- Customer Service & Communication: Call handling, Livechat, Clear Written & Verbal Communication, Interpersonal Communication, Active Listening, Conflict Resolution
- CRM & Office Platforms: Salesforce, Microsoft Teams, Outlook, Google Workspace (Docs, Sheets), Excel, Database Entry
- Project & Task Management: Zendesk, Asana, Fast ACW, Task Delegation, KPI Tracking, Appointment Scheduling
- Administrative Support: Data Entry, File & Records Management, Document Conversion, Invoicing, Office Equipment
- Insurance & Medical Knowledge: Insurance Verification, Policy Interpretation, HIPAA Compliance
- Quality & Compliance: Quality Assurance, Ticketing Systems, Compliance Protocols, Reporting & Data Analysis
Timeline
Customer Service Representative
C&S Automotive Inc, Remote
07.2024 - Current
Life Insurance Agent
American Income Life, Remote
03.2024 - 07.2024
Childcare Teacher
KinderCare Learning Centers
12.2023 - 03.2024
High School Diploma -
Charter High School For Law And Social Justice
Some College (No Degree) - Allied Health Sciences
South University
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