Kayla Whitmore
Orleans,ON
Summary
Analytical problem solver and persuasive communicator with talent in crafting a positive client experience. Proven track record of successfully meeting and exceeding targets. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Cowan Insurance Group
09.2022 - Current
- Handled inquiries from health benefits members, clients and providers courteously and professionally.
- Actively listened and problem solved in order to handle the concerns of our members, clients and providers in a professional timely manner.
- Answered constant flow of customer calls and e-mails while consistently exceeding SLA targets.
- Maintained client satisfaction with forward-thinking strategies focused on addressing client needs and resolving concerns.
- Effectively communicated policy details with accuracy and provided details on the claims process.
- Provided troubleshooting and online assistance for with our online tools.
Optometric Administrator
Vezina Opticians
11.2021 - 06.2022
- Maintained patient files and updated internal databases to support document management.
- Scheduled appointments, handled referrals and ordered supplies for optometric practice.
- Greeted patients, prepared exam rooms and documented medical records to keep office running efficiently and effectively.
- Took medical histories and reported current concerns from patients to the optometrist.
- Administered visual acuity tests, glaucoma screening and Keratometry and communicated findings to optometrist.
- Helped patients with optical selections and dispensing to facilitate customer service.
- Managed administrative duties with phone reception, appointment scheduling and payment processing.
Medical Receptionist
The Retina Centre
01.2018 - 11.2021
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict guidelines to protect patient privacy.
- Assisted patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Completed patient referrals to other medical specialists.
Beauty Counter Manager
The Hudson’s Bay
10.2016 - 01.2018
- Performed all stock keeping processes and adhered to strict merchandising plans per company and brand policy.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to provide an exceptional client experience.
- Achieved sales goals and service targets by cultivating and securing new client relationships.
- Resolved concerns with high-profile clients to maintain relationships and increase brand loyalty.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Brand Ambassador
Smashbox cosmetics
11.2013 - 10.2016
- Worked along side vendors to create and execute successful events.
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Engaged, educated, and befriended customers to deliver a luxury shopping experience.
- Designed, filled, and arranged eye-catching product floorsets to increase sales.
- Listened to client needs and desires to identify and recommend optimal products.
- Developed creative themes for events and created related activities to engage clients
Spa Manager
Fantasy nails
08.2011 - 10.2016
- Maximized efficiency through time management and staff supervision to boost productivity.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
- Handled payments and processed credit card transactions.
- Developed relationships with guests to meet client needs and encourage repeat service.
- Generated reports to track spa performance and make recommendations for improvement.
- Managed expenses and controlled costs through proper salon budget development and monitoring.
Education
Paralegal Studies -
Herzing
Ottawa, ON01.2009
Hairstyling And Aesthetics -
Ottawa Academy
Ottawa, ON01.2006
Skills
- Medical billing
- Schedule management
- Professional telephone etiquette
- Insurance verification
- Event planning
- Client relations
- Bilingual
- Inbound Phone Call Management
- Problem-Solving Skills
- Data management
- Critical thinking
- Advanced skills in various Microsoft applications
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Customer Service Representative
Cowan Insurance Group
09.2022 - Current
Optometric Administrator
Vezina Opticians
11.2021 - 06.2022
Medical Receptionist
The Retina Centre
01.2018 - 11.2021
Beauty Counter Manager
The Hudson’s Bay
10.2016 - 01.2018
Brand Ambassador
Smashbox cosmetics
11.2013 - 10.2016
Spa Manager
Fantasy nails
08.2011 - 10.2016
Paralegal Studies -
Herzing
Hairstyling And Aesthetics -
Ottawa Academy
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