Kayla Sykes
Roanoke
Summary
Results-driven Customer Service Professional with 5+ years in healthcare and financial services, adept at resolving complex issues and enhancing customer satisfaction. Recognized for performance excellence and entrusted with training and leadership roles. Highly adaptable in fast-paced and remote environments.
Overview
8
8
years of professional experience
Work History
Scanning Associate
CTG
Roanoke
01.2026 - 04.2026
- Managed documentation and maintained records for project tasks.
- Participated in team meetings to discuss project updates and feedback.
- Organized resources and materials for project execution phases.
- Organized backroom areas to maintain a clean and organized work environment.
- Ensured compliance with company safety regulations at all times while on the job.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Security Dispatcher
Allied Universal Security Services
Roanoke
10.2025 - 12.2025
- Monitored security cameras to ensure safety and compliance across designated areas.
- Coordinated communication between security personnel and emergency services to ensure timely response during incidents.
- Documented security incidents and maintained accurate logs for future reference.
- Responded promptly to alarms and alerts, assessing situations effectively.
- Provided support in training new dispatchers on protocols and procedures.
- Collaborated with team members to develop and implement effective response strategies and enhance operational efficiency.
- Collaborated with other departments, such as maintenance or housekeeping staff, regarding safety issues or changes that might affect security operations.
- Monitored and authorized entrance and departure of employees and visitors to guard against theft and maintain security of premises.
- Dispatched security guards according to shift schedules and ensured that all posts were adequately staffed at all times.
- Investigated calls and complaints regarding fire, theft, accidents, and hazards to ensure appropriate action was taken.
- Coordinated with law enforcement agencies in response to reported crimes and other security-related incidents.
- Used radio, phone or computer to direct crews and other field units to appropriate sites.
Intake Representative
Protos Security
Roanoke
07.2025 - 10.2025
- Managed incoming calls and responded to client inquiries promptly.
- Documented client interactions in database system, ensuring accuracy for future reference.
- Answered incoming calls in a professional manner and responded to inquiries.
- Actively participated in meetings related to new procedures or changes within the department.
- Conducted follow-up communication with clients to assess satisfaction and service outcomes.
- Coordinated with external agencies and community partners to streamline referrals and enhance access to services.
Care Coordinator
One Call
Roanoke
03.2025 - 07.2025
- Coordinated patient care plans with healthcare providers and patients.
- Coordinated scheduling for appointments and follow-up visits to enhance patient access to care.
- Streamlined communication between patients, families, and medical staff to improve care coordination.
- Assisted in processing referrals and authorizations for services.
- Monitored patient progress and updated care plans regularly.
- Guided patients in navigating healthcare resources and services to promote informed decision-making.
- Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
- Educated clients on available resources and services within their communities.
Patient Representative
Carilion Roanoke Memorial Hospital
Roanoke
12.2024 - 03.2025
- Delivered timely information on hospital services and addressed patient inquiries efficiently.
- Coordinated communication between patients and medical staff for effective care.
- Educated patients on hospital policies, procedures, and available resources.
- Maintained patient confidentiality by adhering to HIPAA regulations consistently.
- Facilitated resolution of patient concerns through effective communication with relevant departments.
- Promoted patient data confidentiality by following strict rules and regulations endorsed by the facility.
- Delivered customer service by addressing patient questions and resolving complaints promptly.
- Performed data entry tasks for patient information into electronic health record systems.
Managed Billpay Assistant Manager
Calero
Winston-Salem
04.2022 - 11.2023
- Developed operational strategies for cost management and process efficiency.
- Collaborated with cross-functional teams to enhance customer service initiatives, resulting in improved customer satisfaction.
- Conducted regular audits of operational processes to identify areas for improvement.
- Supported leadership in implementing new technologies, streamlining operations at Calero.
- Collaborated with management on developing strategic plans for achieving business goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Exceeded customer satisfaction by finding creative solutions to problems.
Client Service Representative
The Clearing House
Winston-Salem
10.2021 - 02.2022
- Managed client inquiries via phone and email, ensuring timely resolution of issues.
- Resolved service issues by coordinating with internal teams to enhance client satisfaction.
- Provided customer service support to clients in a timely and efficient manner.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Processed money transfers accurately and efficiently for diverse customer needs.
- Assisted customers with account inquiries and transaction details, delivering prompt and accurate support.
- Maintained compliance with regulations and company policies during transactions.
Navigator
United Healthcare
Roanoke
04.2020 - 09.2021
- Guided members in selecting healthcare options and benefits, ensuring informed decisions.
- Coordinated member outreach and engagement initiatives to enhance participation and access to services.
- Educated members on claims processes and resolution strategies.
- Educated clients on community resources for housing, employment, healthcare, and legal aid to promote well-being.
- Actively listened to clients in order to identify their needs and provide effective solutions.
- Conducted intake assessments with new clients to determine eligibility for services and develop appropriate action plans.
- Provided crisis intervention support when needed by utilizing de-escalation techniques and providing emotional support.
Customer Service Representative
Wells Fargo
Roanoke
06.2018 - 02.2020
- Handled customer inquiries through phone, email, and chat channels.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved account issues and provided product information to enhance satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Educated customers on financial products and services available at the bank.
- Documented customer interactions accurately in internal systems for record-keeping.
- Maintained up-to-date knowledge of banking regulations and compliance requirements.
- Assisted in training new staff on service protocols and system usage.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
William Fleming High School
Roanoke, VA05-2015
Skills
- Document management
- Record keeping
- Data entry
- Compliance adherence
- Security monitoring
- Customer service
- Care coordination
Timeline
Scanning Associate
CTG
01.2026 - 04.2026
Security Dispatcher
Allied Universal Security Services
10.2025 - 12.2025
Intake Representative
Protos Security
07.2025 - 10.2025
Care Coordinator
One Call
03.2025 - 07.2025
Patient Representative
Carilion Roanoke Memorial Hospital
12.2024 - 03.2025
Managed Billpay Assistant Manager
Calero
04.2022 - 11.2023
Client Service Representative
The Clearing House
10.2021 - 02.2022
Navigator
United Healthcare
04.2020 - 09.2021
Customer Service Representative
Wells Fargo
06.2018 - 02.2020
High School Diploma -
William Fleming High School