Kauni Kavea
Saint Geoge
Summary
Dynamic customer service professional with expertise in electronic health systems and strong communication skills. At Sutter Health, enhanced patient satisfaction by resolving inquiries and complaints efficiently. Proven ability to manage high-volume calls and maintain confidentiality. Recognized for adaptability and reliability, consistently exceeding expectations in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Sutter Health
West Valley City
05.2021 - Current
- Resolved customer complaints through effective communication and problem-solving.
- Ensured high customer satisfaction by delivering accurate and helpful responses to inquiries.
- Answered incoming calls promptly and professionally, ensuring adherence to company standards and enhancing customer experience.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Developed and implemented strategies for effectively handling difficult customers while upholding professionalism.
- Maintained strong call control and quickly worked through scripts to address problems.
- Followed up with customers via phone or email after a purchase was made to ensure satisfaction.
- Engaged with customers to inform them about new services and enhance their accounts.
- Assisted patients with inquiries regarding appointments and services.
- Managed patient records using electronic health systems efficiently.
- Collaborated with healthcare teams to ensure seamless patient experiences.
- Educated patients on health resources available within the organization.
- Maintained confidentiality of sensitive patient information at all times.
Direct Support Professional
Chrysalis
Saint George
01.2015 - 04.2021
- Supported care that improved patient health, safety, dignity, and overall well-being.
- Delivered personal care and support aligned with individual support plans.
- Maintained safe, clean environment to promote patient comfort and health.
- Trained and educated in areas of personal care, communication, and social skills development.
- Applied standard precautions and procedures for effective infection control.
Customer Service Associate
American Logistics Company
Saint George
03.2015 - 08.2015
- Answered calls and emails from customers, assisting with special requests and effectively resolving complaints to enhance customer satisfaction.
- Addressed customer concerns, providing timely resolutions that reduced escalation of complaints.
- Provided expert service by communicating information to customers and following up on promises.
- Validated data and resolved issues related to system-generated information, ensuring accurate and reliable customer support.
- Facilitated appointment scheduling by collaborating with companies to assist individuals needing access to physicians.
Education
Associate of Arts - Secondary Education, Sociology
Dixie State University
Saint George, Ut05.2024
Skills
- Call handling
- Appointment scheduling
- Customer service
- Call center experience
- Electronic health systems
- Healthcare collaboration
- Information verification
- Information updates
- Email management
- Follow-up responsiveness
- Multitasking skills
- Attention to detail
- Organization
- Strong communication
- Effective communication
- Written communication
- Active listening
- Professionalism under stress
- Task commitment
- Reliability
- Adaptability and flexibility
- Goal setting
- Issue follow up
- Correspondence composition
Timeline
Customer Service Agent
Sutter Health
05.2021 - Current
Customer Service Associate
American Logistics Company
03.2015 - 08.2015
Direct Support Professional
Chrysalis
01.2015 - 04.2021
Associate of Arts - Secondary Education, Sociology
Dixie State University