MARKAYLA SMITH
Richardson
Summary
Dedicated customer service professional with extensive experience in the retail and general business industry. Solid team player with an outgoing and positive demeanor. Proven skills in establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializes in optimizing quality, speed, and processes. Articulate, energetic, and results-oriented approach. Exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Experienced in troubleshooting technical issues to provide effective resolutions. Leverages strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems allows for efficient diagnosis and problem-solving.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Sitel
12.2021 - 12.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high levels of call flow and responded to technical support needs.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Provided exceptional technical support, leading to commendation from company's senior management.
Patient Service Representative
Mississippi Baptist Medical Center
06.2018 - 10.2021
- Provide excellent customer service
- Completed registration quickly and cordially for all new and existing patients
- Confirmed patient information, collected copays and verified insurance
- Directed patient flow during practice hours, minimizing patient wait time
- Assisting all center staff with a variety of clerical duties
- Answer and assist all incoming calls to the center
- Recorded and filed patient data and medical records
- Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information
- Efficiently performed insurance verification
- Wrote clear and detailed clinical phone messages for physicians.
- Answered incoming calls, scheduled appointments and filed medical records
- Balanced deposits and credit card payments each day
- Verified insurance eligibility and coverage for patients
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Investigated insurance claims denials and appeals
- Provided exceptional customer service to patients, answering questions and addressing concerns
- Filed and maintained patient records in accordance with HIPAA regulations
- Resolved billing inquiries and disputes in timely fashion
Customer Service Manager
Walmart Supercenter
11.2016 - 06.2018
- Managed over 50 customer calls per day.
- Increased sales by 10%.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Collaborated with marketing department to launch and manage promotional activities and campaigns
- Kept accurate records to document customer service actions and discussions
- Followed through with client requests to resolve problems
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Researched and corrected customer concerns to promote company loyalty
Education
High School Diploma -
Simmons High School
Hollandale, MS05.2016
Skills
- Schedule Management
- Team Building
- CRM
- Sales proficiency
- Strategic planning
- Policy and procedure modification
- Payroll and budgeting
- Staff Management
- Database administration
- Scheduling
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
References
REFERENCES
Available Upon Request
Timeline
Technical Support Representative
Sitel
12.2021 - 12.2024
Patient Service Representative
Mississippi Baptist Medical Center
06.2018 - 10.2021
Customer Service Manager
Walmart Supercenter
11.2016 - 06.2018
High School Diploma -
Simmons High School
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