Kayla Conway
Los Angeles
Summary
Dynamic professional with a proven track record at Kinecta Credit Union, excelling in client advocacy and conflict resolution. Skilled in case management tracking and data analysis, I have consistently improved customer satisfaction and enhanced team performance through effective training and development. Committed to ethical practice and patient support in all endeavors.
Overview
8
8
years of professional experience
Work History
Case Manager Specialist & Social Media Manager
Divine Homecare
08.2023 - 03.2025
- Provided virtual support including scheduling, email correspondence, and record management for home health agency.
- Developed and managed social media content to increase online engagement.
- Supported caregivers with emergencies with clients and walk them through day to day duties
- Manage time sheets and schedules
Senior Coordinator Customer Service
Kinecta Credit Union
01.2021 - 07.2024
- Kept high average of performance evaluations.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Administrative Assistant
CBOL Corporation
09.2018 - 11.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Customer Service Brand Ambassador
Ralph Lauren
09.2017 - 08.2018
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
Education
Associate of Arts - Communications
Los Angeles Pierce College
Woodland Hills, CA06-2015
High School Diploma -
Hope Academy
Carson, CA06-2012
Skills
- Client advocacy
- Ethical practice
- Case assessment
- Case documentation
- Patient support
- Case management tracking
- Data entry and analysis
Timeline
Case Manager Specialist & Social Media Manager
Divine Homecare
08.2023 - 03.2025
Senior Coordinator Customer Service
Kinecta Credit Union
01.2021 - 07.2024
Administrative Assistant
CBOL Corporation
09.2018 - 11.2020
Customer Service Brand Ambassador
Ralph Lauren
09.2017 - 08.2018
Associate of Arts - Communications
Los Angeles Pierce College
High School Diploma -
Hope Academy
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