Kaylan Robertson
Jacksonville,FL
Summary
Personable and detail-oriented administrative professional with ten years of experience in patient services, customer service, and administrative roles. Proficient in scheduling, filing, and data management. Skilled in customer service, conflict resolution, and training. Experience with AI and software management. Motivated to maintain customer satisfaction, and passionate about building positive relationships. Seeking a role that utilizes my administrative and customer service skills in a forward-thinking organization.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Prudential
Jacksonville, FL
10.2020 - Current
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Resolved complex customer complaints by investigating the root cause of the issue, and implementing appropriate solutions.
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends.
- Trained AI bot with feeding and inputting data to use alongside customer service representatives for a future of providing correct and accurate information.
- Assisted leaders in project work, call-outs, accuracy and compliance reviews, fax fails, coaching, and mentoring new customer service representatives.
- Handled tax calls and escalated callers to resolve any questions or concerns, with the ability to deescalate and resolve effectively.
- Consistently averaged call handle time of under 10 minutes, and 95% for accuracy and compliance.
Patient Services Coordinator
Sulzbacher
Jacksonville, FL
12.2018 - 10.2020
- Managed the physician's calendar, including scheduling patient appointments and procedures.
- Created and maintained accurate and confidential patient files.
- Interviewed patients to collect medical information and insurance details.
- Managed front office activities, including customer service, patient appointment management, billing and collections, and office administration.
Administrative Assistant/ Scheduling Coordinator
Keystone Behavioral Pediatrics
Jacksonville, FL
10.2017 - 10.2020
- Provided and ensured efficient operation of mental health clinic.
- Supported managers and employees through a variety of tasks related to organization and communication.
- Answering phones, addressing emails, maintaining client files, taking payments, verifying insurance, greeting clients and families, ordering office supplies and testing material, scheduling client appointments, photocopying, faxing, releasing client records, mail distribution, maintain electronic and hard copy filing system.
Anesthesia Technician
Wolfson Children's Hospital
Jacksonville, FL
06.2016 - 09.2017
- Demonstrated technical skills to assist the anesthesia provider with equipment, medications, and supplies utilized in the course of the anesthesia provider's.
Certified Nursing Assistant
Baptist South Internal Medicine
Jacksonville, FL
01.2016 - 06.2016
Education
Associate -
Florida State College at Jacksonville
07.2009
Skills
- Call center operations
- Conflict resolution
- Data entry
- Appointment scheduling
- Active listening
- Training and mentoring
- Problem solving
- Team collaboration
- Effective communication
- Inbound and outbound calling
Timeline
Customer Service Representative
Prudential
10.2020 - Current
Patient Services Coordinator
Sulzbacher
12.2018 - 10.2020
Administrative Assistant/ Scheduling Coordinator
Keystone Behavioral Pediatrics
10.2017 - 10.2020
Anesthesia Technician
Wolfson Children's Hospital
06.2016 - 09.2017
Certified Nursing Assistant
Baptist South Internal Medicine
01.2016 - 06.2016
Associate -
Florida State College at Jacksonville