Kylee Capps
Seminole
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Healthcare Call Center Representative
Bio-Genetics Laboratory
10.2024 - Current
- Responsible for answering phone calls from current, past, and prospective customers. While giving customers answer their questions, provide pre-authorization for medical treatment, provide them with information about co-payments and related inquiries.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Warehouse Worker
Farm Fresh
- Current
- Lifting, packaging, taping, labeling and sorting using hands. Report defective product or questionable conditions to the department supervisor. Maintain the work area and equipment in a clean and orderly condition and follow prescribed food safety regulations.
Server
StarLite Cruises
02.2019 - 09.2024
- Handled 8-12 tables daily
- Welcomed guests as they arrived
- Took food and drink orders while promoting any specials or most popular menu items
- Checked on guests frequently to ensure a exquisite dining experience
- Managed cash, check, credit orders
- Maintained a clean work area throughout entire shift and after
- Took food and drink orders with advance liquor, and cocktail knowledge.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Facilitated team-oriented atmosphere, assisting coworkers during rush periods to ensure smooth operations.
To-go Specialist, Quality Assurance Rep.
Chilies Bar & Grill
03.2016 - 01.2018
- Responded proactively to requests from supervisors and peers alike, displaying strong problem-solving abilities.
- Handled high-stress situations gracefully, resolving customer concerns promptly and professionally.
- Answered to-go order phone calls, conveying menu options over telephone and accurately estimating time of delivery.
- Collaborated with kitchen staff to ensure timely completion of all to-go orders.
- Handled cash transactions accurately, maintaining accountability for daily sales receipts.
- Enhanced customer satisfaction by providing efficient and accurate order processing.
- Addressed any special dietary requests or accommodations made by customers while placing their orders with precision.
- Provided training to new hires on POS system and customer service protocols, raising team's overall performance standards.
- Facilitated team-oriented atmosphere, encouraging cooperation among staff to enhance overall service quality.
Shift lead, cashier, food prep
Coldstone
06.2015 - 03.2017
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Education
High School Diploma -
Gulf Coast Academy
Largo, FL05-2017
Skills
- Quality Assurance
- Financial transaction processing
- Experience in healthcare settings
- Client support specialist
- Food Safety (8 years)
- Customer service
- Cash register
- Restaurant Experience
- Shipping & Receiving (1 year)
- Cleaning Experience
- Extensive background in customer service
- Dining area support
- Serving Experience
- Inventory management
- Guest relations management
- Food Service
- Sales transaction management
- Problem-solving skills
- Customer support
- Data entry
- Product knowledge
- Payment processing
- Calm disposition
- Building rapport
- Technical support
- Training experience
- Account management
- Sales closing
Certification
- ServeSafe, SafeStaff, 04/19/22
- HIPAA, North American Learning Institute, 10/03/24
Timeline
Healthcare Call Center Representative
Bio-Genetics Laboratory
10.2024 - Current
Server
StarLite Cruises
02.2019 - 09.2024
To-go Specialist, Quality Assurance Rep.
Chilies Bar & Grill
03.2016 - 01.2018
Shift lead, cashier, food prep
Coldstone
06.2015 - 03.2017
Warehouse Worker
Farm Fresh
- Current
High School Diploma -
Gulf Coast Academy
Similar Profiles
Tanya GomezTanya Gomez
Call Center Supervisor at Bio-Genetics LaboratoryCall Center Supervisor at Bio-Genetics Laboratory
Julieann KapelluschJulieann Kapellusch
Quality Assurance Coordinator at Bio Genetics LaboratoryQuality Assurance Coordinator at Bio Genetics Laboratory
Alexis Breen Alexis Breen null
Medical Intake Specialist at Bio Genetics LaboratoryMedical Intake Specialist at Bio Genetics Laboratory