Customer Service Management

Kayla Collier-Walton

*** ******** **********, ** ***** 972-***-**** (mobile) *********@*****.*********:*********@*****.***

mailto:*********@*****.***

Education

Texas Wesleyan University Ft. Worth, TX

Bachelors of Business Administration

Major: Management of Information Systems

University of Phoenix Dallas, TX

Masters

Major: Management

Software/Skill experience

Applications: Word, Excel, Power Point, FrontPage, PhotoShop, Access, Outlook, PBX Switchboard, Novell, Track-It!, Crystal Reports, HTML, WRQ Reflections, AS400, Citrix ICA, Galaxy, IS3, Chancery, Gradespeed, Oracle, Kronos, SalesForce, Remedy, PEIMS, TRex, Large Cash Handling, Cummins Cash Machine, Customer Service

Work experience

2014 – (PT) American Airlines Center/AT&T Stadium

Cash Vault Auditor/Concessions

Prepare deposit at the end of the events.

Provide change during events as needed.

Occasional contact with guest to communicate price, directions, and location of events

Verify nightly receipts against the POS system reports at the end of the event.

Dispatch attendants to various locations

Reconcile & balance vault funds.

Other duties as assigned.

2010 – 2015 Dallas Independent School District Dallas, TX

Technology Applications Teacher/Facilitator (3yrs)

•Develop and implement lesson plans that fulfill requirements of the district's curriculum

•Prepare lessons that reflect accommodations for differences in student learning styles

•Present subject matter according to established guidelines

•Establish efficient classroom management procedures

•Continually evaluate and record various aspects of students’ progress and report to parents

•Provide a variety of planned learning experiences using various media methods

•Identify pupil needs while assessing and helping students resolve problems

•Be available for counseling with students and parents before and after school.

•Plan and coordinate the work of aides and other paraprofessional and student teachers

•Participate cooperatively with the principal to develop the system by which he/she will be evaluated in conformance with the guidelines for evaluation and assessment

•Assist with as needed Office/Registrar duties: PEIMS, TRex, Chancery, answering phones, copies, researching discrepancies & dual credits, creating Campus, Ethnicity, Attendance Snapshot reports

•Maintained campus’ website content through the districts website administrator and independently

Helpdesk / Data Technician, Desktop Services (2yrs)

●Installing, configuring, and servicing PC's, peripherals, and other desktop equipment

●Installing, configuring, and servicing Operating System software that includes PC

●Operating System, MS Office Suite, and other District Applications

●Analyze and report complex PC and peripheral LAN/WAN connectivity failures/issues to the Desktop Services Quadrant Supervisor

●Provide excellent customer service with follow-up/follow through techniques

●Complies with incident management policies and procedures

●Ensures the classrooms, instructional labs, and administrative office are clean and safe

●Perform other duties as required by the Desktop Services Department, ensuring customer satisfaction and adhering to the Desktop Services, Service Level Agreement (SLA)

●Provide level I and level II customer service and technical support both orally and written via email

2007 – 2010 University of Phoenix Dallas, TX

Enrollment Advisor / Coordinator

Recruit potential students to determine motivation and interest in degree programs in a sales environment

Build and maintain rapport with current and potential students

Enroll Associate, Undergraduate, and Graduate students into eligible online or campus degree programs

Support team members with enthusiastic motivation and assist with clearing process, database management, and skill sets

Appointed by Enrollment Manager to conduct management responsibilities when absent

Facilitate New Student Orientation Training and Student Success Workshops

Instruct New Employee Orientation sessions for skill sets, contact strategy and database management

Demonstrate daily functions to potential employee “shadows”

Member of campus initiatives: Celebration Committee and New Student Orientation Success Team Lead

Worked closely with academic and finance to ensure scheduling and finance documents were received and evaluated from students

Worked closely with shared transfer team to coordinate student’s transition between online and campus classes

Assist with overflow of IT tickets

2005 – 2007 Trailblazer Health Enterprises Dallas, TX

Provider Enrollment Analyst

Analyze information on the provider application to include medical license, verification of tax identification number, address changes, ownership information, reassignment of benefits, for quality and accuracy.

Check Sanction File, Debarment File and Excluded Parties Listing to ensure applicant is not excluded from the Medicare program.

Communicate effectively through written correspondence and telephone with providers, CMS and internal departments to resolve discrepancies, research, verify and obtain additional information.

Utilize PC to access National Provider System through use of special telecommunication software.

Key provider information, resolve discrepancies and conflict with CMS and secure National Provider Identifiers.

Resolve discrepancies with other states related to enrollment application maintenance.

Input application data, key tracking information, resolve edits and produce related reports according to CMS mandated time frames and policies

Maintain a working knowledge of the TSO systems.

Upload and download to and from the registry and maintenance RNPS until those systems are deactivated

Conduct testing of all assigned CSRs and SCRs in order to validate system changes.

Research participation agreements, send verification letters and perform appropriate maintenance.

Inquiry Representative – Customer Service

Receive inbound calls for customer service to Providers in a call center environment

Answer inquiries regarding the CMS 855 forms

Assist Providers with completing the CMS 855 forms

Research inquiries

Assist with updating Provider information

Assist with special projects

Resolving escalated calls

Train/couch new employees

Researching/ screening applications

Prepare/send application packets & confirmation letters

2004 – 2005 Duncanville ISD Duncanville, TX

Substitute Teacher

Follow the lesson plans left by the teacher to instruct students on new course material

Present lesson plans and subject matter that fulfill requirements of the teacher of record's curriculum program and in a manner that students understand.

Serve as a positive role model for students.

Present subject matter according to guidelines established by Texas Education Agency, Board of Trustee policies, and administrative regulations.

Create an environment conducive to learning and appropriate for the maturity level, interests, and needs of the student.

Maintain all necessary and reasonable precautions to protect students, equipment, materials and facilities.

Establish and maintain efficient classroom management procedures and standards of student behavior.

Maintain a cooperative and professional relationship with all colleagues, students, parents, and community members.

Identify student needs and cooperate with other professional staff members in assessing and helping students resolve health, attitude, and learning problems.

Perform all other tasks and duties as assigned.

2003 – 2004 Brook Mays Music Group Dallas, TX

Accounts Receivable Third Party Coordinator

Created SOP and training for bank draft and credit card procedures.

Make final decision on credit service proposals.

Created and mail itemized billing statements for customers.

Analyze accounts to calculate payoffs.

Coordinated projects for third party collection agencies and credit services.

Order and distribution supplies throughout the department.

Fill in for the rental customer service overflow in a call center environment.

Assist in the pulling and verifying contracts for audits.

Assist with the audit and reconciliation process at the end of the month.

Coordinate/process payments and refunds for the third party collection agencies

Fill in for the receptionist at the switchboard during her lunch, breaks & time off

2001 – 2003 Countrywide Home Loans Plano, TX

Quality Control Payment Technician II

Process payments through NRC Transport machines, IDT, & CEPS

Manually process remittance statements for accuracy

Process online & payoff payments through AS400LS

Log unprocessed checks through Check Log

Assist in training, testing and implementing projects for management team

Train new employees on CEPS and online processing system

Research and process system/operator rejects

Track and maintain errors from rejects

Process cash and deliver to the bank

Research unidentified checks

Audit logged checks

2000 – 2002 Texas Wesleyan University Ft Worth, TX

Helpdesk Tech Support Specialist

Initial trouble shooting for techs for Inbound/outbound customer service

Create a database to track inventory through queries

Maintain/enter data into “Track-IT!” System for inventory

Follow up/ resolve complaints

Walk customers through problem solving over the phone.

Install, update, replace hardware & software

Create, update, maintain instructional documentation

Administer Novell setup and privileges

Prepared varies monthly reports for managers and directors

1997 - 2002 Regulus West LLC (Lockbox) Dallas, TX

Data Entry Team Lead/Quality Control Coordinator/ Weekend Trainer

(BancTec Platform)

Enter data on payment accounts

Process incoming cash/ checks

Encode processed checks

Coordinate weekly work schedules and assignments

Assign workflow to employees

Pickup/ sort/ distribute mail

Complete staff evaluations

Train new employees on processes and procedures

Run system aging reports daily

Research, track and maintain errors log

Track/audit errors, discuss solutions and implement necessary procedural changes/corrections

Evaluate, implemented and coordinate solutions

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