KUKayla User
@kaylauser3
Customer service specialist driving retention and operational efficiency.
United StatesWhat I'm looking for
I am a dedicated customer service professional with seven years of experience in high-volume, fast-paced and remote environments. I consistently exceed performance goals by resolving complex inquiries, maintaining compliance with HIPAA and company standards, and leveraging tools like Salesforce and Zendesk to streamline workflows and boost satisfaction.
I have a strong track record in retention, de-escalation, and data accuracy—handling hundreds of calls weekly, negotiating payment arrangements, and coordinating large volumes of appointments. I bring disciplined time management, attention to detail, and a focus on measurable improvements, such as reducing response times and sustaining 5‑star customer ratings.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
CeriFi
Oct 2025 - Present (3 months)
Leveraged Salesforce to track, manage, and resolve 25+ customer inquiries daily while maintaining timely, accurate case resolution and 5-star customer satisfaction across two brands.
Customer Service Representative
ProNexis
May 2024 - Aug 2025 (1 year 3 months)
Resolved complex scheduling conflicts and coordinated 100+ client appointments weekly via phone, email, and chat, achieving 100% QA scores and 95%+ electronic record accuracy.
Customer Service Retention Specialist
ThinkDirect Marketing Group
Apr 2019 - Oct 2023 (4 years 6 months)
Handled 300+ calls weekly focused on retention, collecting over $5,000/week, negotiating payment arrangements, and de-escalating 150+ escalations weekly to improve retention and satisfaction.
Member Relations Representative
Matrix Medical Network
Jul 2018 - Apr 2019 (9 months)
Informed policyholders of benefits and arranged ~90 in-home assessments weekly while resolving 200+ member inquiries weekly, ensuring HIPAA compliance and receiving multiple performance awards.
Education
Degrees, certifications, and relevant coursework
Pinellas Gulf Coast Academy
High School Diploma, General High School Studies
High School Diploma earned at Pinellas Gulf Coast Academy, completed in June 2017.
Availability
Location
United StatesAuthorized to work in
Job categories
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