Kayla McLamb King
Benson
Summary
Customer support professional with experience helping customers, patients, students, and team members through clear communication, accurate documentation, and dependable service. Skilled in resolving questions, managing customer patient experience, using Microsoft Teams, One Note, Salesforce and scheduling systems, handling sensitive information, and supporting fast-paced customer-facing environments. Known for being patient, organized, detail-oriented, and committed to providing a positive customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Representative II
First Stop Health - Remote
Chicago, IL
12.2023 - Current
- Provide remote customer and provider support by responding to customer questions, requests, and concerns with professionalism and empathy
- Document customer interactions, account details, and service updates accurately in internal systems
- Research customer and provider issues, identify appropriate next steps, and help resolve concerns in a timely manner
- Communicate clearly with members, providers and internal team members to support service quality and follow-through
- Handle sensitive customer information with accuracy, confidentiality, and attention to detail
- Maintain dependable productivity, responsiveness, and organization while working in a remote environment
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Substitute Teacher
JOHNSTON COUNTY SCHOOLS
Johnston County, NC
05.2019 - 12.2023
- Follow lesson plans provided by classroom teachers to maintain continuity of instruction
- Communicate professionally with students, families, teachers, and school staff to support questions, classroom needs, and daily operations
- Assist students with academic activities, classroom routines, and individual support needs
- Accept, track, and manage assignments through district scheduling software while maintaining reliable attendance and responsiveness
Pharmacy Technician
Carlie C's IGA
Erwin, NC
03.2016 - 03.2019
- Responded to customer and patient questions in person and by phone while providing clear, respectful, and accurate support
- Used pharmacy software, Microsoft Excel, and documentation logs to manage inventory, records, and daily operational details
- Ordered daily supplies and medications needed to support pharmacy operations
- Priced, filled, and prepared prescriptions accurately for patient pickup
- Maintained accurate delivery logs, customer records, and related documentation to support timely service
- Provided friendly, solution-focused service while helping ensure customer and patient needs were met
Certified Nursing Assistant / Medication Technician
Carillon Assisted Living
Fuquay Varina, NC
10.2015 - 03.2016
- Assisted residents with activities of daily living, including grooming, bathing, feeding, and dressing
- Provided ambulatory assistance and supported safe resident mobility
- Took and recorded vital signs and resident weights
- Maintained confidentiality, protected sensitive information, and followed care-related documentation expectations
- Assisted with turning, positioning, and rotating residents according to care needs
- Assisted patients with daily activities, enhancing comfort and maintaining dignity.
- Trained new staff on best practices for patient care and safety protocols.
Cashier / Customer Service Associate
Edwards
Oaks, NC
04.2014 - 07.2015
- Supported front-line customer service, payment handling, and daily store operations in a fast-paced retail environment.
- Processed customer payments accurately while following cash-handling and accounting procedures
- Maintained a clean, organized, and safe work area
- Greeted customers respectfully, answered basic questions, and provided friendly service throughout each interaction
- Completed assigned tasks accurately, escalated needs when appropriate, and supported management with daily priorities
Education
Some College - Office Administration, Medical Office Administration
Johnston Community College
Smithfield, NC08-2015
Skills
- Customer service and client support
- Phone, in-person, and written communication
- Problem solving and issue resolution
- Microsoft Office, Microsoft Excel, and data entry
- Scheduling software and assignment tracking
- Records management and documentation
- Confidentiality and sensitive information handling
- Team collaboration in fast-paced environments
- Complaint handling
Certification
- Medical Administrative Specialist Certificate May 2018 to Present
- Medical Records Technician Certificate May 2017 to Present
- Certified Nursing Assistant (CNA) January 2015 to January 2018
- Pharmacy Technician March 2016 to December 2019
- Effective Teacher Training Certificate May 2017 to Present
Timeline
Customer Support Representative II
First Stop Health - Remote
12.2023 - Current
Substitute Teacher
JOHNSTON COUNTY SCHOOLS
05.2019 - 12.2023
Pharmacy Technician
Carlie C's IGA
03.2016 - 03.2019
Certified Nursing Assistant / Medication Technician
Carillon Assisted Living
10.2015 - 03.2016
Cashier / Customer Service Associate
Edwards
04.2014 - 07.2015
Some College - Office Administration, Medical Office Administration
Johnston Community College