Kayla Winfrey
Waynesboro
Summary
Experienced with healthcare procedures and patient assistance. Utilizes strong organizational skills to maintain efficient office operations and support patient care. Knowledge of medical terminology and clinical protocols ensures smooth coordination and effective patient communication.
Professional in healthcare with solid experience in clinical and administrative duties. Skilled in patient care, medical procedures, and electronic health records. Strong focus on teamwork, adaptability, and delivering high-quality results. Reliable in fast-paced environments and support medical staff and patients effectively.
Professional in healthcare with solid experience in clinical and administrative duties. Skilled in patient care, medical procedures, and electronic health records. Strong focus on teamwork, adaptability, and delivering high-quality results. Reliable in fast-paced environments and adept at supporting medical staff and patients effectively.
Experienced Medical Assistant with extensive knowledge of medical regulations and policies. Offers strong dedication to informed patient care, administrative excellence and confidentiality.
Recent graduate with foundational knowledge in Medical Assisting and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Teleperformance USA
09.2017 - 06.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Applied Science - Medical Assisting
Augusta Technical College
Augusta, GA06-2025
High School Diploma -
Burke County High School
Waynesboro, GA05-2015
Skills
- HIPAA compliance
- Patient scheduling
- Customer service
- Medical terminology knowledge
- Medical terminology
- Vital sign monitoring
- EMR / EHR
- Direct patient care
- Clinical documentation
- Patient-focused care
- Data entry
- Phlebotomy
- Reliable team player
- Procedure assistance
- Compassionate
- CPR
- Immunization administration
- Phlebotomy techniques
- Specimens collection and processing
- Patient assessments
- Medical procedures
- Laboratory specimen collection
- Professionalism and ethics
- Maintaining confidentiality
- Insurance verification
- Appointment setting
- Compassionate caregiver
- Patient care coordination
- Sterilization techniques
- First aid
- Medical supply inventory
- Equipment sterilization
- Medical office administration
- Complex Problem-solving
- Adaptable
- Patient relations
- Patient management
- OB/GYN procedures
- Simple dressings
- Prioritizing stat orders
- Inventory management
- Professional bedside manner
- Payment collection
- Medical billing and coding
- Monitoring patient progress
- Diagnostic procedures
- Valid Georgia driver's license
- Medical office management
- Emergency response preparedness
- Healthcare software proficiency
- Conflict resolution
- Laboratory maintenance
- Medical equipment operation
- Medical billing
- Family education
- Diagnostic testing assistance
- Lab equipment operation
- Lab equipment calibration
- Customer relationship management (CRM)
- pH testing
- Electrocardiographic rhythm recognition
- Respiratory therapy functions
- Emergency room procedures
- Chemical solution preparation
- Specimen labeling
Timeline
Call Center Representative
Teleperformance USA
09.2017 - 06.2022
Associate of Applied Science - Medical Assisting
Augusta Technical College
High School Diploma -
Burke County High School
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