Summary
Overview
Work History
Education
Skills
Timeline
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MIKAYLA BROWN

MIKAYLA BROWN

Waterbury,CT

Summary

Multi-Experienced professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.

Overview

2
2
years of professional experience

Work History

Medical Assistant

Performance Foot and Ankle
12.2024 - 01.2025
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Liaised with patients and addressed inquiries, appointment requests and billing questions.
  • Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
  • Managed approximately 100 incoming calls, emails and faxes per day from customers

Call Center Representative

The Elton RCH
05.2023 - 12.2024
  • Managed high-volume inbound calls while ensuring customer satisfaction and resolving issues effectively.
  • Utilized CRM software to document interactions and track customer inquiries for improved service delivery.
  • Assisted in training new representatives on call protocols and best practices to enhance team performance.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

Certified Nursing Assistant

The Ivy at Watertown
05.2023 - 07.2024
  • Provided support and comfort to individuals and their loved ones in times of distress.
  • Ensured adherence to established protocols for cleaning and sanitizing patient rooms.
  • Implemented strategies to ensure patients' comfort, including the use of back rubs and positioning pillows.
  • Demonstrated attentiveness to patient needs by promptly responding to call lights and attending to their requests.
  • Safely assisted patients with ambulation, using appropriate equipment.
  • Enabled routine changes in positioning for immobilized patients to mitigate the risk of pressure ulcers.
  • Assisted in the safe transport of patients to treatment units, utilizing both wheelchair and stretcher.
  • Provided support to patients in performing activities of daily living such as bathing, grooming, and dressing.
  • Supported needs of 50+ residents under long-term care.

Education

High School Diploma -

Waterbury Career Academy
Waterbury, CT
06.2022

Some College (No Degree) - Social Work

Naugatuck Valley Community College
Waterbury, CT

Skills

  • HIPAA compliance
  • Patient scheduling
  • Customer service
  • Medical terminology knowledge
  • Customer support
  • Data entry
  • Inbound phone calls
  • Call control
  • Payment processing
  • Calm disposition

Timeline

Medical Assistant

Performance Foot and Ankle
12.2024 - 01.2025

Call Center Representative

The Elton RCH
05.2023 - 12.2024

Certified Nursing Assistant

The Ivy at Watertown
05.2023 - 07.2024

High School Diploma -

Waterbury Career Academy

Some College (No Degree) - Social Work

Naugatuck Valley Community College

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