Laken User

I’m a customer service and operations professional who thrives in high-volume, fast-paced environments. I focus on accurate records, clear communication, and smooth scheduling to ensure people get the support they need.

At HRA, Molina Healthcare, I’m currently answering high volume outbound calls to assist members with Kentucky inquiries about their health insurance. I schedule appointments with providers and manage clients using multiple CRM systems while maintaining accurate documentation of member interactions and transactions.

Previously, I served as a Premier Service Consultant at AT&T, assisting customers with account inquiries, billing support, and technical troubleshooting through inbound and outbound calls. I utilized CRM systems to document interactions and resolve issues efficiently, consistently exceeding sales and retention goals—ranking Top 5% twice and Top 3% once—and earning multiple “Salesperson of the Month” awards.

I also bring hands-on operations leadership from roles including Operations Manager at Henri’s Bar& Grill and operations oversight at The Red Door Boutique. I’ve managed scheduling, payroll support, onboarding/HR documentation, inventory tracking, customer experience, and digital marketing execution (including social media, campaigns, and maintaining the company website).