Kayrene Byrne
Nevada City,CA
Summary
Dynamic and results-oriented professional with extensive experience in customer service and support, notably at UnitedHealth Group. Excelled in resolving complex customer issues, enhancing satisfaction levels, and streamlining data management processes. Skilled in Microsoft PowerPoint and adept at fostering positive client relationships. Proven track record in improving service delivery and efficiently managing multiple priorities.
Overview
21
21
years of professional experience
Work History
Elite Customer Service Representative
UnitedHealth Group
07.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Dignity Health
Grass Valley, CA
08.2017 - 04.2018
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
- Maintained confidentiality of sensitive information entered into the system.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Created spreadsheets to track data entries.
- Operated various office equipment such as scanners, printers. when required.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Contacted customers via phone or email to address data inquiries.
- Obtained scanned records and uploaded into company databases.
- Answered incoming phone calls and directed callers to appropriate departments and personnel.
Social Services Assistant
Crystal Ridge Care Center
Grass Valley, CA
02.2004 - 11.2016
- Conducted assessments of client needs, strengths, and resources to develop treatment plans.
- Collaborated with family members to provide comprehensive support services to clients.
- Participated in professional development activities such as seminars, workshops, trainings.
- Assisted individuals experiencing homelessness by providing referrals for emergency shelter placements.
- Maintained lists of resources helpful to clients.
- Engaged in community outreach and program development to support patient and caregiver needs.
- Educated patients and caregivers on community resources and post-acute level of care criteria, benefits and coverage.
- Offered grief and bereavement counseling to support family members after death of loved ones.
Education
High School Diploma -
Nevada Union
Grass Valley, CA06-1999
Skills
- Scheduling
- Account updating
- Spreadsheets
- Member account management
- Call triaging
- Prioritization
- Adaptive team player
- Filing
- Positive and professional
- Typing proficiency
- Professional telephone demeanor
- Call center procedures
- Microsoft PowerPoint
- Call center experience
- Live chat support
Timeline
Elite Customer Service Representative
UnitedHealth Group
07.2021 - Current
Customer Service Representative
Dignity Health
08.2017 - 04.2018
Social Services Assistant
Crystal Ridge Care Center
02.2004 - 11.2016
High School Diploma -
Nevada Union