Kyra Cauley
Chicago
Summary
Experienced customer service professional with a demonstrated history of working in various customer-facing roles. Skilled in handling inquiries, providing support, and ensuring positive customer experiences. Strong communication and organizational abilities.
Overview
8
8
years of professional experience
Work History
ECO Rep I
Advocate aurora health
Oak Brook
05.2024 - 09.2024
- Maintained accurate records of customer interactions for future reference.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Monthly reviews with QA to see if monthly kpi was met ( 80%)
Customer Service
Enova International
Chicago
09.2023 - 02.2024
- Developed customer service policies, procedures and standards.
- Greeted customers and provided excellent customer service.
- Implemented strategies to support customer service delivery.
- Developed and implemented customer service policies and procedures to ensure standardization of customer service operations across the nation.
- Developed strategies for improving customer service initiatives.
- Generated reports summarizing customer service statistics.
- Monitored customer service standards and provided feedback to staff members in order to ensure quality customer service.
- Provided excellent customer service during transactions.
- Monthly reviews with QA to see if monthly kpi was met ( 80%)
Call Center Agent
SCR Medical Transportation
Chicago
11.2021 - 02.2022
- Achieved a customer satisfaction rating of 100% by resolving customer issues per week, resulting in increased customer retention and loyalty.
- Demonstrated exceptional communication skills as an Appointment setter, resulting in an increase in successful appointments and improved client satisfaction.
- Greet and Acknowledge all patients and family members in a welcoming and prompt manner.
- Introduce the patient to our services, what they can expect while under our care. Utilize appropriate etiquette in all communications.
- When creating new registrations for walk-in patients, responsible for identifying insurance coverage, the benefits available, patient out-of-pocket expenses, and collecting co-insurance and co-payments.
- Answer inbound calls from customers to answer and service any questions they may have.
- Handle all customer inquiries, requests, and thoroughly educate them on our products and services.
- Provide quality support in the areas of processing payments, creating payment plans, and other account related tasks to ensure a positive customer experience.
- Communicate clearly and professionally with all customers, co-workers, supervisors, and management.
- Maintain accurate, up-to-date information for customer accounts.
- Answer reservation calls within three rings.
- Provide trip status updates in the form of ETA calls.
- Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e. 95 Percent of Calls Answered within 2 minutes and talk-time of 90 seconds or less.
- Provide support to clients by addressing questions, issues, concerns, regarding registering for the service.
- Monthly reviews with QA to see if monthly kpi was met ( 80%)
City Carrier Assistant
USPS
Chicago
11.2020 - 07.2021
- Successfully delivered mail and packages on designated routes, ensuring accurate and timely delivery.
- Efficiently sorted and organized mail and packages for optimal delivery efficiency.
Customer Service Representative
Chicago Lighthouse
Chicago
02.2019 - 12.2020
Manager in Training
AT&T Chicago
Chicago
08.2018 - 02.2019
Customer Service Representative
Endurance Warranty Services
Chicago
01.2017 - 01.2018
Education
DIPLOMA - CRIMINAL JUSTICE & EARLY CHILDHOOD EDUCATION
THORNRIDGE HIGH SCHOOL
RUST COLLEGE -
Skills
- Call Center Operations
- Communication
- Customer Service
- Inbound Call Handling
- Microsoft Office
- Payment Processing
- Problem Solving
- Teamwork
- Time Management
Timeline
ECO Rep I
Advocate aurora health
05.2024 - 09.2024
Customer Service
Enova International
09.2023 - 02.2024
Call Center Agent
SCR Medical Transportation
11.2021 - 02.2022
City Carrier Assistant
USPS
11.2020 - 07.2021
Customer Service Representative
Chicago Lighthouse
02.2019 - 12.2020
Manager in Training
AT&T Chicago
08.2018 - 02.2019
Customer Service Representative
Endurance Warranty Services
01.2017 - 01.2018
DIPLOMA - CRIMINAL JUSTICE & EARLY CHILDHOOD EDUCATION
THORNRIDGE HIGH SCHOOL