Customer Service & Call Center Professional with 10+ Years

Kyle Smith

Phoenix, AZ ***** +1-602-***-**** *************@*****.***

Work Experience

Cruise line specialist

Norwegian cruise line Chandler, AZ

November 2025 to May 2026

Planning a vacation even on a cruise can be very overwhelming, especially when planning for things to do once the ship makes it to port, I help clients plan and choose the best option and allow them to be worry free about the important details

- Sell different shore excursions options that would best suit client

- Organizing and providing important details to ongoing tours conducted around the port while communicating with tour guides

- Executing leads interested in particular options offered at specific ports Roadside Assistance Specialist

Good Sam Mesa, AZ

February 2025 to December 2025

When someone's stranded on the side of the road, they need help fast—and they need to feel like someone's actually got their back.

- Handled 50+ emergency calls daily (lockouts, jump starts, tows), getting help to people quickly while keeping my cool in high-stress moments

- Built detailed case records so dispatchers showed up with the right gear the first time

- Helped refine our workflow, cutting average resolution time by 15%

- Maintained 95%+ adherence to quality metrics without sacrificing human connection Roadside specialist

Good Sam Mesa, AZ

February 2025 to December 2025

• Create cases to be dispatched for members experiencing lockouts, jump starts or who need tows

• Thoroughly type down all details provided by members to ensure service is done correctly and proper tools are brought

• Convey a calm demeanor to members as they are likely in a stress situation.

• Meet company policy driven adherence and conformance metrics Roadside Specialist

Good Sam-Mesa

February 2025 to December 2025

• Create cases to be dispatched for members experiencing lockouts, jump starts or who need tows

• Thoroughly type down all details provided by members to ensure service is done correctly and proper tools are brought

• Convey a calm demeanor to members as they are likely in a stress situation.

• Meet company policy driven adherence and conformance metrics Benefits Service Center Representative (Remote)

Willis Towers Watson Via Benefits Phoenix, AZ

April 2024 to December 2024

Health insurance is confusing. My job was to make it less so—and to make sure people actually got what they were paying for.

- Solved 30+ participant issues daily (medical, dental, vision), with 95% resolved same-day

- Managed complex cases requiring research across departments, improving closure rates by 25%

- Stayed flexible in a remote setup with shifting schedules—99% punctuality, zero excuses

- Cross-trained in retirement benefits so I could jump in wherever the team needed me Benefits service center representative (remote)

Willis Towers Watson Via Benefits Phoenix, AZ

April 2024 to December 2024

• Assisting participants enrolled with medical, dental and vision insurance policies

• Following company policy structured call flow while meeting expected goals

• Setting up outbound calls for any inbound calls that require extensive research

• Showing reliability by working remotely and staying punctual to a versatile schedule

• Trained in multiple tasks suited for company needs such as insurance and retirement benefits Engagement Specialist (Remote Contract)

Be Well SHBP Phoenix, AZ

December 2023 to March 2024

Getting people to actually use their wellness benefits takes more than reading a script. It takes listening, pivoting, and knowing when to push and when to back off.

- Hit 110% of enrollment targets using consultative (not pushy) conversation techniques

- Maintained perfect HIPAA compliance across 500+ sensitive interactions

- Turned skeptical callers into enrolled members by focusing on what they actually needed, not what I wanted to sell

- Consistently beat team averages for adherence, call quality, and conversion Engagement Specialist (work at home contract)

Be well SHBP Phoenix, AZ

December 2023 to March 2024

• Educating insurance benefits members on their well being and health improvement benefits

• Maintaining discretion by following policy driven PHI and HIPPA guidelines

• Achieving and maintaining policy standard metrics such as adherence, successful engagement enrollments, after call wrap up time and number of out bound calls per day

• Exciting members by providing accurate incentive information to sign up for the application and enroll in lifestyle coaching calls

• Avoiding yes or no answers with creative open ended rebuttals Insurance Benefits Advisor (Remote)

Willis Towers Watson Via Benefits Phoenix, AZ

February 2023 to November 2023

Fifteen states, fifteen different rulebooks. I learned them all and helped clients navigate the maze without getting lost in the fine print.

- Interpreted multi-state insurance regulations to give accurate, actionable advice

- Balanced 8+ systems at once to pull real-time answers while keeping the conversation flowing

- Analyzed my own call data to improve my game—ended up in the top 10% for quality scores

- Translated insurance-speak into plain English so clients actually understood their coverage Insurance Benefits Advisor (Work at home)

Willis Towers Watson Via Benefits Phoenix, AZ

February 2023 to November 2023

• Answering client inquiries about medical and life insurance plans while following company policies and structured metrics.

• Understanding multiple state laws and regulations pertaining to specific policies

• Having the ability to quickly navigate through multiple programs to provide information to clients while translating insurance jargon to the clients

• Observing personal call statistics and acknowledging particular parts of my call flow for myself to focus on, maintaining excellent service.

Production & Quality Control

STIIIZY/Red 22 Phoenix, AZ

April 2022 to November 2022

Medical cannabis production isn't just about speed—it's about precision, cleanliness, and staying on the right side of state inspectors.

- Manufactured and packaged products, beating daily quotas by 12% with zero rejected batches

- Kept our facility spotless and inspection-ready—passed every state audit

- Cross-trained across four departments so I could fill gaps wherever production bottlenecks hit Production Packer and Quality Control

STIIIZY/Red 22 Phoenix, AZ

April 2022 to November 2022

• Producing and packaging medical cannabis products

• Maintaining a sanitary work area to meet state law requirements on medical cannabis production.

• Meeting daily company assigned quotas for a variety of medical cannabis products.

• Showing flexibility by moving over to other particular sections of the facility as needed to complete tasks.

• Maintaining company and state structure quality assurance policies Wellness Advisor

The Flower Shop Ahwatukee, AZ

November 2020 to April 2022

I didn't just sell products—I helped people find what actually worked for them, and they kept coming back because of it.

- Ranked #1 in annual sales for our exclusive brand portfolio

- Built genuine relationships with patients through education, not pressure

- Trained coworkers on product knowledge, raising team competency by 30%

- Designed follow-up systems that turned one-time buyers into regulars Wellness Advisor

The Flower Shop Ahwatukee, AZ

November 2020 to April 2022

• Actively listening to patients needs and concerns to find the right products for them.

• Achieving company driven sales goals and being awarded for overall annual sales from exclusive brands the company had to offer.

• Building and maintaining rapport with patients by providing them a positive experience overall throughout our interactions

• Providing accurate, understandable and convenient information of all products/brands in the dispensary to co-workers and clients

Stocker/Order Picker

Joann Fabric & Crafts store Phoenix, AZ

May 2020 to October 2020

• Took part in completely reorganizing the specific Joanns location for a safer and easier overnight pick and pull operation.

• Show leadership skills while directing, showing and helping newer employees learn company structured expectations to accomplish tasks on their own so that we could accomplish the new store setup on time.

• Ability to adapt to change to new techniques, store setup and work flow to successfully follow a health conscious operation as COVID regulations would often change.

• Being a team player by explaining new company structured "plan-o-grams" to newer employees while providing help as needed

Licensed Pharmacy Technician / E-Commerce

Walgreens Boots Alliance Chandler, AZ

November 2019 to May 2020

Prescription verification is serious business—one mistake can mess up someone's health. I treated it with the care it deserved.

- Verified 100+ prescriptions daily with 99.8% accuracy

- Solved insurance headaches on the spot, hitting 93% first-call resolution (top 5% of my team)

- Explained coverage and medication details in ways that actually made sense to patients

- Turned angry callers into satisfied ones by managing expectations and delivering on promises Licensed Pharmacy Technician/E-commerce specialist Walgreens Boots Alliance Chandler, AZ

November 2019 to May 2020

• Verifying faxed and computer-generated incoming prescriptions following company organized system to be processed correctly through client's insurance.

• Multi-tasking on the phone with patients while assisting them with inquiries related to their pharmaceutical insurance while using the computer.

• Providing conveniency for clients by helping them better understand their insurance plans.

• Showing empathy and providing reasonable expectations which i could accomplish to turn every call into a first call resolution.

Event Operations & Marketing

SDK Events Mesa, AZ

May 2010 to August 2019

From setup to breakdown, from airport pickups to final headcounts—I made events happen.

- Tracked revenue and attendance data to help predict and improve future event profitability

- Managed logistics and hospitality for 50+ annual events, supervising teams of 10-15

- Built partnerships with venues and sponsors as the face of our brand Event Coordinator/ Event Promoter

Sdk events Mesa, AZ

May 2010 to August 2019

• Engaging potential clients and consumers, in person and on social media, providing promotional information for upcoming scheduled events.

• Assisting artists, performers and attendees before, during and after events

• Representing and presenting my brands ethics and values being the first point of contact, picking up artists and performers as they come in from airport.

• Recording attendance and revenue conclusions, submitting information to spreadsheets to help determine and estimate future scheduled events.

• Showing reliability by managing and directing other employees or taking part in other tasks that require an extra hand. Tech Support Specialist

Asurion Phoenix, AZ

August 2018 to May 2019

Broken tech frustrates people. I fixed the tech, but just as importantly, I fixed the frustration.

- Troubleshot 40+ daily tech issues across multiple platforms and diagnostic tools

- Cut unnecessary replacements by 35% through better root-cause diagnosis

- Spotted patterns and taught clients how to avoid repeat problems, dropping callbacks by 18%

- Explained technical fixes without the condescension—just clear, helpful guidance Tech Support Specialist

Asurion Phoenix, AZ

August 2018 to May 2019

• Mult tasking with multiple platforms and navigation tools and knowledge hubs to assist with tech support questions.

• Probing questions to better understand clients needs and concerns.

• Troubleshooting clients equipment to pinpoint exact issues to focus on to reach a resolution.

• Translating company and tech jargon so clients have a better understanding as to exactly what i am doing while working on issues.

• Identifying potential opportunities to educate client on certain equipment or tech functions to avoid future calls for assistance.

• Scheduling follow up interactions with clients to ensure previous help resolved client's issue, questions and concerns. Customer Care Representative

LogistiCare Phoenix, AZ

January 2018 to August 2018

Non-emergency medical transport sounds simple until you realize people's healthcare depends on it being right.

- Scheduled 40+ daily rides for Medicaid and Medicare patients with 98% accuracy

- Kept meticulous records to make sure billing and compliance stayed clean Customer Care Representative

LogistiCare Phoenix, AZ

January 2018 to August 2018

• Responsible for helping clients placing inbound calls requesting to schedule medical transportation to and from facilities.

• Paying attention to detail and confirming current information on schedule is correct. Customer Service & Retention Specialist

TruForce Pest Control Chandler, AZ

June 2017 to January 2018

Sometimes the job is saving the sale. Sometimes it's saving the relationship. I did both.

- Handled customer touchpoints across phone, email, text, and social—95% response rate within SLA

- Recovered 50K+ in past-due accounts through negotiation, keeping 85% of those customers on board

- Flipped complaints into loyalty by actually listening and fixing the real problem Customer Service Representative/Office Worker

TruForce Pest Control Chandler, AZ

June 2017 to January 2018

Seasonal position

• Responding to clients, via text, email, social media and phone calls, scheduling appointments, retention and selling for pest control services

• Staying within scope of my position by giving clients transparent and achievable expectations

• Learning to turn negative experience clients had and changing them into rapport building moments.

• Contacting clients who have been 30-120 days behind on payments and working with the client to save them or help them feel like were a team working on their issues together Customer Care Specialist (Remote)

CVS Health Chandler, AZ

March 2016 to April 2017

Pharmacy benefits are a maze. I was the guide—and I was good at it.

- Awarded for 93% first-call resolution and 100% HIPAA compliance on quality reviews

- Supported everyone from insurance holders to doctors' offices with clear, accurate coverage info Customer Care Specialist (Work at home)

CVS Health Chandler, AZ

March 2016 to April 2017

• Assisting insurance holders through CVS/Health, retail pharmacies, doctors' offices and prospective enrollees with pharmaceutical insurance coverage questions.

• Being awarded for showing care to my clients by holding a 93% first call resolution rate and an award

• Following HIPPA regulations to protect clients and the company by maintaining a 100% quality assurance assessment score.

Call Center Customer Service Representative

TruForce Pest Control Chandler, AZ

April 2016 to January 2017

• Following canvas leads to book appointments with new potential clients

• Building rapport with current clients by quickly responding and addressing concerns, checking in with client to ensure that pest control workers are following up with company's standards, problem solving with client to ensure they're confident with the company

• Following up with clients that are up to 180 or more days behind on payments, achieved multiple months of highest collections obtained in office

• Working retention to save current clients

• Being scheduled with pest control workers to have a foot on the ground perspective for both the worker and clients to better assist with calls

Kennel Staff

Chandler Dogs Chandler, AZ

March 2015 to March 2016

• Accomplish safe supervision of dogs.

• Maintain proper standard of cleanliness.

• Successfully initiate sales with potential clients

• Training clients dogs one on one upon request to assist with behavioral issues.

• Safe supervision of 120 or more dogs during Thanksgiving and Christmas holidays without a single complaint from clients

Customer Service Representative

Circle K Phoenix, AZ

September 2013 to June 2015

• communication with customers

• maintain store cleanliness

• cash count and audit on products daily.

• achieved 108% on mystery sales and store inspection. Csr/delivery driver

pizza hut Phoenix, AZ

September 2010 to August 2013

• prepared food, cooked, took orders, delivered orders, maintained store cleanliness.

• earned 100% satisfactory mystery sales, achieved award for overall store cleanliness. Education

General Studies

Mountain Pointe High School Phoenix, AZ

January 2007 to January 2011

general studies (Highschool diploma)

Mountain Pointe Highschool Phoenix, AZ

2007 to 2011

Upper secondary education

Some college

Skills

Ability to follow instructions Medical coding Phone answering Upselling Microsoft Word Dog training Handling customer inquiries Client communication Communication skills Dispatching Task prioritization Front desk Serving Salesforce Cross-functional communication Cash handling insurance know-how Telephony Phone canvassing Empathy CRM system proficiency Writing skills Greeting customers Orthopedics Supervising experience Order entry Customer inquiry handling Analysis skills Kennel experience Phone etiquette PCI Order fulfillment Account development ICD-10 Order Fulfillment Computer operation Sales Marketing Collaborate with healthcare professionals Microsoft Office Dog walking Home health Search engines Documentation review Pet boarding Animal feeding Cat care Order management system Inside sales Quality control Disinfection procedures Title processing Phone communication Driving Data collection Attention to detail Cold calling Zoom Pharmacy Technician Experience CRM software Customer support experience within e-commerce industry Pet feeding Planograms Payment reconciliation Interpersonal skills Public utility experience Tape measure proficiency Technical support Dog handling Microsoft Outlook Insurance medical billing Microsoft Teams Intake Confidential information handling Customer relationship management Organizational skills Visually impaired education Healthcare reimbursement methods Customer relationship building Computer skills Software Troubleshooting Pet sitting Productivity software Initial Contact (sales skills) Dog care HIPAA Microsoft Excel Product management Typing Zendesk Medical office experience Customer service Telemarketing Animal handling Pet care Insurance prior authorization Data entry Animal restraint Medical records Prospecting Sawing Measuring instruments Insurance verification Cash register Face-to-face communication Travel planning software Balancing cash drawers Slack Animal shelter experience Teams Python Customer communication Picking & packing Professionalism Basic math Decision making Word processing Time management Collections agent experience Improving operational efficiency Written communication Outbound calling Sterilization Live chat Pneumatic nailers IT service management Account management Tour group management Networking through cold outreach Processing cash transactions Outdoor work English Medical terminology Windows Languages

English

Certifications and Licenses

Pharmacy Technician License

IT Automation with Python Professional Certificate June 2024 to June 2026

ICD and ICD-10 Certifications

June 2024 to June 2026

Driver's License

Food Handler Certification

Certified Coding Specialist

Certified Coding Associate

CPR Certification

Certified Professional Coder

CompTIA A+

MCP

CompTIA Network+

Enrolled Agent

Additional Information

Authorized to work in the US for any employer

References:

Steve Martinez, former manager (Truforce Pest Control) 646-***-**** Jeye Penya, former supervisor (Chandler dogs): 619-***-**** Jeff, former co-worker (Circle k): 602-***-****

Ben Schuh, former co-worker (Pizza hut): 602-***-**** Darnell, current lead (22 red/stiiizy) 757-***-****

Contact this candidate