S
Shayla Watts
About
Detail
Georgia, United States
Résumé
Jobs
verified_user
0% verified
Senior Customer Service RepresentativeInfotrackApr 2024 - Current (2 years 6 months)• Provide comprehensive support to clients by addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction, while also leveraging in-depth knowledge of InfoTrack's products and services to assist and educate customers.- XSenior Customer Experience SpecialistXcelerationJul 2022 - Jul 2024 (2 years 1 month)• Analyzed customer feedback and complaints to identify improvement opportunities in service processes. • Created reports on customer experience trends and metrics, utilizing data analytics tools for informed decision-making. • Developed and updated training materials to enhance team expertise in customer service best practices. • Managed a knowledge base to aid team members in efficiently addressing customer inquiries and issues.
- Senior Customer Service ManagerGreenlightMar 2020 - Jun 2022 (2 years 4 months)• Led a customer service team, enhancing performance through the strategic use of metrics and customer satisfaction scores (CSATs). • Developed and executed data-driven improvement plans to address identified service issues. • Managed employee scheduling effectively to ensure consistent customer service coverage.
- Chart Retrieval SpecialistChange HealthcareAug 2019 - Mar 2020 (8 months)• Coordinated with healthcare provider offices to secure copies of medical records, ensuring information safety and adherence to HIPAA compliance protocols. • Provided technical support to customers, effectively resolving complex issues and managing incidents in alignment with service agreements. Additionally, utilized CRM tools to streamline the retrieval of medical records and enhance responsiveness to client inquiries, thereby improving overall service efficiency and client satisfaction.
- WGarnishment SpecialistWest Asset ManagementMar 2014 - Aug 2019 (5 years 6 months)• Referred unresolved customer grievances to appropriate departments for thorough investigation. • Managed incoming and outgoing calls and accurately recorded messages, also processed payments for government agencies. • Improved operational efficiency by implementing new procedures and technologies, leading to the achievement of performance goals by two teams.
Education
verified_user
0% verified
- Associate of Science, ComputerRasmussen CollegeJan 2023 - Jan 2025 (2 years 1 month)
- JHigh School DiplomaJoseph Wheeler High SchoolAug 2010 - May 2014 (3 years 10 months)