Kayleen Whitaker
Jonesboro
Summary
Dynamic Customer Service Representative with TTEC, skilled in conflict resolution and data entry. Proven track record of enhancing patient satisfaction through effective communication and problem resolution. Adept at managing high-pressure situations while ensuring compliance with regulations, fostering trust and understanding among clients during complex processes.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
TTEC
09.2023 - Current
- Responded to customer inquiries regarding healthcare services and benefits, ensuring accurate information delivery.
- Documented patient interactions in electronic health record systems, maintaining data accuracy and compliance with regulations.
- Educated patients on insurance processes and coverage options, facilitating better understanding of their healthcare plans.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Trained new representatives on communication techniques and problem-solving strategies, fostering a supportive work environment.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Homemaker
NONE
08.2021 - 09.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a Family environment.
- Proven ability to learn quickly and adapt to new situations.
Notary Signing Agent
N3 Notary LLC
04.2021 - 08.2021
- Facilitated loan document signings, ensuring compliance with legal requirements and client instructions.
- Verified identification and reviewed documents for accuracy prior to signing sessions.
- Organized and maintained detailed records of all notarized documents for client reference.
- Educated clients on the notary process, enhancing understanding and reducing apprehension during signings.
Education
Associate of Applied Science - Medical Informatics
US Career Institute
Fort Collins, CO08-2028
General Studies
Black River Technical College
Pocahontas, AR04-1992
Skills
- Customer service
- Active listening
- Customer relations
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- De-escalation techniques
Timeline
Customer Service Representative
TTEC
09.2023 - Current
Homemaker
NONE
08.2021 - 09.2023
Notary Signing Agent
N3 Notary LLC
04.2021 - 08.2021
Associate of Applied Science - Medical Informatics
US Career Institute
General Studies
Black River Technical College
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