Customer Service Call Center

Profile Summary

Relevant Professional Experience

Education

Professional Skill Relevant Skill

KAYLA SAPELBWEYAR CUSTOMER SERVICE

Seeking opportunity to expand professional skills in customer relations; remote or in-person Clarion University of Pennsylvania

Customer Call Center Agent

Insurance Risk Assessment Interviewer

Problem-Solving

Multi-tasking

2007-2008

October 2023- January 2024

B. S. International Business - Incomplete

Received inbound calls from Medicare/Medicaid members regarding OTC, food, and utility benefits Built and processed client orders and payments for OTC, food benefits Provided technical assistance for members including, but not limited to, personal accounts, in-app purchases, etc. Liaised with insurance companies to determine client eligibility, health plan details Collected credit/debit card information for transactions Conducted medical history questionnaires or personal history interviews of applicants on behalf of life insurance companies

(i.e. State Farm, Farm Bureau, American General, New York Life, American Family, Old American, Country Life Insurance, Aflac, Pacific Life, etc.)

Collected and maintained accurate data for quality assurance Created orders for insurance agents and applicants Scheduled health exams for applicants as part of their underwriting process Active listening

Proficient in: CRM, Avaya,

Citrix, ZScaler, Sharepoint,

Kronos, VPN, Cisco, C4, Teams,

Remote Desktop, MAX, Triton

Microsoft Office

************@*****.*** 540-***-**** Greenville, NC 27834 William Penn Sr. High School

High School Diploma

2004-2007

Customer relations

ResultsCX

Versed in HIPAA

regulations

Loss Draft Customer Care (Temporary) SGS Consulting (Assurant) June 2024 - December 2024 Received inbound calls from loan borrowers who received claim checks from their insurance due to damage to their home

Helped borrowers understand the process of getting their claim checks processed so they can repair their home while expressing empathy

Provided technical assistance to borrowers who used the mobile website Coordinated with contractors, insurance companies, public adjusters, attorneys etc to make sure all documents required were received and processed quickly and efficiently Scheduled inspections for home repairs

Quest Diagnostics March 2022 - October 2023

Received inbound calls from insured customers and insurance agents regarding billing inquiries Adjusted insured bills per their request while maintaining company policies Coordinating with other internal departments to ensure that the needs of the customers were met Took payments for customers insurance bills

Set clear expectations in more complex situations to help customers understand how their bills will be handled Billing Customer Service Representative Mindlance February 2025 - June 2025 Enumerator- Seasonal U.S. Census Bureau August 2020-October 2020 Brought relevant language skills and cultural familiarity to successfully access neighborhood residents Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures

Interviewed residents in assigned areas to explain the purpose of the Census, ask questions and record answers Served as last line of defense to obtain accurate count for federal funding and fair political representation Obtained updated contact information from all subjects and verified data for accuracy

Homemaker 2013-Present

Manage household, provide childcare, perform cleaning, cooking, and shopping duties, and facilitated children’s educational activities

Organize, plan, and execute family events and trips Build engaged relationships with healthcare professionals, academic administrators, and program leaders to ensure alignment with all needs

Created and ran a business where I sold merchandise I designed on Instagram,Twitter, and my own website Volunteered, obtained sponsors for, and helped run multiple charity events with local and family run organizations

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