Analytical problem-solver with talent for excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Dedicated to apply training, monitoring and morale-building abilities to improve cus- tomer satisfaction. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Hi, I’m
Mil Kayla Thomas
Decatur,Ga
Summary
Overview
5
years of professional experience
Work History
Mutual of Omaha
Customer Care Analyst II
12.2020 - Current
Job overview
- Use Salesforce to notate and view customer information, cancel policies, and create cases
- Trained 5+ Customer Care Analysts I on using different systems like Salesforce in compliance with company standards and policies
- Provide exceptional customer service via multiple channels, such as phone, written/email correspondence
- Effectively respond to and resolve customer requests by utilizing basic knowledge and skill sets, systems, policies, procedures, regulations, and other reference materials
- Provide effective levels of customer service by meeting (or exceeding) department standards related to attendance, productivity, and quality
- Meet deadlines and perform successfully within a fast-paced, ever-changing, and diverse production environment, including multitasking, system utilization and accurately entering data to handle entire requests from start to finish
- Actively participate in identifying and implementing new processes of improvements
- Working in a fast-paced, high-volume environment with set production goals
- Communicate with providers and other internal departments to provide information using Tax Identification Numbers (TIN)
- Analyze any incoming claim inquiries and effectively respond to and resolve customer requests by utilizing knowledge and skill sets, systems, policies, procedures, and other reference materials.
Asurion - 20 Triple B Trl
Technical and Sales Specialist
05.2019 - 12.2020
Job overview
- Provide in-person device setup and tech support for customers’ smartphones, tablets, and/or other consumer electronics
- Resolve operational issues on customers’ devices, other equipment, and connectivity while offering education and device optimization suggestions
- Meet with customers face-to-face at the customers’ home location
- Learn details of Smart Home Support and gain an understanding of each customer’s technology in order to suggest protection/tech support solutions based on their needs
- Effective sales professional with performance base compensation available for Smart Home Support sales made ($13/per sale)
- Meet or exceed key performance indicator metrics for performance measurements and sales goals
- Travel daily to and from the Forward Stocking Location and several customers’ locations throughout a designated region.
- Recommended Smart Home Support and explained features and costs to help customers make educated buying decisions
American Kidney Association
Call Center Agent
09.2018 - 05.2019
Job overview
- At Home
- Answer incoming calls and respond to customer’s emails
- Management and resolving customer complaints
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Follow up customer calls where necessary
- Complete call logs and reports
- Other duties as assigned
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Education
Western Governors UniversitySalt Lake City, UT
Bachelor Degree from Cybersecurity And Information Assurance
05.2024
University Overview
Stephenson High SchoolStone Mountain, GA
High School Diploma
05.2018
University Overview
Skills
- Technical Skills
- MS Office
- Salesforce
- SQL
- Healthcare Claims
- Analyzing Claims
- Filing Claims
- Benefits Verifications
- Confidentiality Requirements
- Verifying Coverage
- Training and Development
- Project Management
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Timeline
Customer Care Analyst II
Mutual of Omaha
12.2020 - Current
Technical and Sales Specialist
Asurion - 20 Triple B Trl
05.2019 - 12.2020
Call Center Agent
American Kidney Association
09.2018 - 05.2019
Western Governors University
Bachelor Degree from Cybersecurity And Information Assurance
Stephenson High School
High School Diploma
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