Mckayla Helgerson
Caldwell,Idaho
Summary
Currently have over 10 year's customer service experience with high call volume. At all times I have high expectations with customer satisfaction. Always a very reliable and dependable employee. Strive at all times to perform my very best and set a good example in the workplace. An eye for detail. I have excelled in passing the quality assurance. I have great de-escalating skills. I have leadership experience mentoring my peers. I have transfered calls on a multi line system. Expirence with using an interpreter. I have experience
Overview
23
23
years of professional experience
Work History
Intermountain Outpatient Front Office/ Transport
Intermountain Hospital
Boise, ID
11.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Helped in Crisis Situations
- Cpr and Crisis Certified
- Runs front desk answers phone calls
- Completes attendance
- Answers questions
- Admits patients / schedules admissions
- Verify Insurance for patients
- Schedule assessments
- Transports also for Inpatient patients
- Cleans organize
- Fax documents
- Follows HIPPA guidelines
- Helps get admission paper work handed out to new patients
- Let's peers know when they arrive
- Takes attendance
- Files paper work
- Stickers charts
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
Delivery driver
Spark driver
11.2022 - Current
- Delivery driver, accuracy in getting the items ordered to the correct house, providing good customer service, time management, accountability
OCS: CSR 1, CSR 2
Wells Fargo
04.2016 - 11.2022
- Skilled in uncovering root cause of both customer and team member issues and determining the best course of action to ensure first call/interaction resolution
- Achieving a first call resolution and creating a positive customer experience, while complying with Wells Fargo policies and procedures
- Maintained balanced performance metrics during tenure as banker
- Member of efficiency committee tasked with improving banker metrics across Boise OCS
- Provide peer coaching on AHT, CEM and tool utilization during side by side call monitors
- Understanding of NICE for use of package review
Technical Support representative
Teleperformance
08.2012 - 04.2016
- Troubleshooting complex customer issues with across all mobile products offered by Apple
- Interacting with escalated customer types with carrying understanding of technology
- Skilled at navigating through multiple help sets real time to assist customers troubleshooting devices and products while adhering rigidly to approved processes and procedures
- Side by side monitors with new representatives to ensure adherence to help sets and policies when interacting with customers
- Provided feedback and coaching to new hires during and after calls
Maid Service
Self-Employed
06.2003 - 09.2013
- Maintained or cleaned homes to ensure properties were at standard for potential buyers to view
- Researched rates to successfully bid on projects/homes when competing with other cleaning companies
- Worked with Realtors and property managers to ensure clear expectations were given or set in regards to the services provided and what could and could not be accomplished in specific time frames
Administrative Assistant
Le Bois Realty
10.2011 - 08.2012
- Maintained database information on current and upcoming properties
- Organized and maintained documents pertaining to customer property assessments and marketing material
- Ensured all real estate commission guidelines, policies and audit standards were met for property assessments and records
Education
Boise State University
Boise, Idaho01-2011
Pharmacy Technology
Milan Institute
Boise, Idaho07-2009
High School Diploma -
Boise High School
Boise, Idaho05-2006
Skills
Windows PC, Mac, Microsoft Outlook, Word and Excel
Typing 60 wpm
Ten years customer service
High call volume
Filing claims scheduling appointments
Passing quality assurance
Transferring customers with a muti line phone
De-escalating customers
Empathy
Timeline
Intermountain Outpatient Front Office/ Transport
Intermountain Hospital
11.2024 - Current
Delivery driver
Spark driver
11.2022 - Current
OCS: CSR 1, CSR 2
Wells Fargo
04.2016 - 11.2022
Technical Support representative
Teleperformance
08.2012 - 04.2016
Administrative Assistant
Le Bois Realty
10.2011 - 08.2012
Maid Service
Self-Employed
06.2003 - 09.2013
Boise State University
Pharmacy Technology
Milan Institute
High School Diploma -
Boise High School