Kyla Smith
Cochrane,AB
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
New Business Administrator
GroupSource
03.2024 - Current
- Collaborated with internal teams to execute client plan design modifications.
- Established new client profiles in WEBS and CRM.
- Managed new account data to meet SLA guidelines.
- Identify errors or omissions on enrolment information.
- Plan design setup on the claims payment system.
- Contributes to the continuous improvement of business process.
Administrative Systems Associate
GroupSource LP
09.2022 - 03.2024
- Updated data on numerous in-house platforms to handle plan design modifications for clients.
- Implement rate and plan design changes during a clients renewal period.
- Complies with data integrity and security policies.
- Sorts information according to priorities and verifies accuracy of source data prior to system entry.
- Performs system deactivation steps ensuring client offboarding.
- Resolve system and data inquires from internal and external customers with set Service Level Agreement (SLA).
CUSTOMER CARE REPRESENTATIVE
GroupSource LP
12.2020 - 09.2022
- Created comprehensive guides for current Customer Care representatives.
- Communicated with clients to explain policy coverage and regulations
- Processed medical claims using established criteria.
- Managed 50 - 100 customer calls/emails daily, effectible, and efficiently in a complex, fast-paced and challenging call centre
- Accurately documented, researched and resolved customer service issues.
GROUP SALES SPECIALIST
WestJet Airlines
05.2013 - 07.2020
- Built relationships with travel agents and community to establish long-term business growth
- Worked independently with minimal supervision
- Serviced existing accounts on regular basis to maximize revenue
- Input guest reservations, payment sources and contact details into Sabre system
- Selected by the leadership team to take on challenging accounts and was able to grow one such account from $80,000 gross sales to $400,000 year over year
- Reconciled monthly statements and transactions to verify vendor accounts.
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Maintained optimal financial controls by following loss prevention procedures and protecting cash assets
- Liaised with operations and management teams to develop solutions and accomplish shared objectives.
CALL CENTER REPRESENTATIVE
WestJet Vacations, WestJet Airlines
02.2008 - 05.2013
- Tasked with various special projects such as sabre training, floor support and guest relations
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Queen Elizabeth - Calgary
06.2005
Skills
- Problem resolution
- MS Office
- Relationship development
- Workload Planning
- Accounting remittances
- Payment processing
- Vendor invoice processing
- Sabre reservation system
- Efficient and Detail-Oriented
- Account management
- Data Entry
- Customer Service
- CRM
Languages
English
Timeline
New Business Administrator
GroupSource
03.2024 - Current
Administrative Systems Associate
GroupSource LP
09.2022 - 03.2024
CUSTOMER CARE REPRESENTATIVE
GroupSource LP
12.2020 - 09.2022
GROUP SALES SPECIALIST
WestJet Airlines
05.2013 - 07.2020
CALL CENTER REPRESENTATIVE
WestJet Vacations, WestJet Airlines
02.2008 - 05.2013
High School Diploma -
Queen Elizabeth - Calgary
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