Kayla Irving

A self-determined and strong-willed individual looking to deliver exceptional service to clients. Excellent oral and written communication skills that equips me to deliver excellent customer service. Understanding of medical terminology.

Honest, hardworking, and reliable; committed to providing quality and completing tasks in a highly accurate manner. Proven ability to work independently. Passionate and interested in providing exceptional care to animals and their owners.

Patient with exceptional problem-solving abilities; effectively able to resolve customer conflicts to ensure complete satisfaction with service. Outstanding organizational and time management skills; accustomed to planning and prioritizing activities to manage heavy and unanticipated work demands. Highly effective in change management.

Proficiency working in an automated environment with excellent computer skills (45 wpm).

Customer Experience Representative – Specialty Requests Department at Autolux O/A Rapid City Transportation (2024-10 – Present)

Remote position handling specialty requests for non-emergent medical transportation.

• Multitasked inbound and outbound calls, emails, requests, and alerts regarding non-emergent medical transportation.
• Communicated effectively with the dispatch and quality control team to ensure punctuality and prompt responses to requestors.
• Booked accommodations including hotels, flights, trains, and ferries for requestors.
• Handled requests from YRDSB, HDSB, YCDSB, LCDSB, TVDSB etc. to ensure their students were transported safely.
• Managed email communication at an all-time rate. Processed and responded to inquiries, bookings, and complaints in a timely manner.
• Communicated closely with legal representatives, adjusters, case managers, clinics, and hospitals about passenger needs.
• Assisted on new projects alongside upper management.
• Input claimant and customer data securely into system while handling sensitive information.
• Listened, diagnosed, and resolved technical issues through step-by-step solutions.
• Offered support and politely addressed customer complaints, escalating to management only when necessary.

Customer Service Representative and Dispatcher at Enercare (2018-01 – Present)

Remote position managing work at a busy, multidisciplinary, fast-paced customer service contact center providing efficient and friendly afterhours emergency services to customers with minimum supervision.

• Manage work at a busy, multidisciplinary, fast paced customer service contact center providing efficient and friendly afterhours emergency services to customers with minimum supervision.
• Demonstrates sensitivity to clients who require emergency services and dispatch technicians accordingly with accurate case history.
• Effectively using communication skills by listening to clients to determine which service would best suit their needs.
• Respond to inquiries and complaints made by telephone or in writing and using effective problem-solving skills to solve conflict situations.
• Operate office equipment and computers utilizing a variety of software packages (AS400, Office 365), applying speed and skill.
• Relay messages to staff, managers, and stakeholders when applicable.

Veterinary Assistant – Co-op at Morningstar Pet Hospital (2024-01 – 2024-04)

• Successfully helped restrain felines and canines for injections as well as jugular, cephalic, and saphenous blood draws.
• Assisted my team with drawing up vaccines as well as completing certifications for doctor's signature.
• Unpacked daily orders and set aside products ready for client pick-up.
• Counted pharmaceutical inventory.
• Filled out controlled substances log.
• Helped set-up for surgical procedures (Dental procedure, Neuter/Spay, TPLO).
• Cleaned kennels and runs and assisted with folding laundry.
• Cleaned exam rooms and prepared room for future patients.
• Communicated with clients in a friendly manner and assisted in providing the upmost care to their pets.

Customer Service Team Lead and Trainer at Autolux O/A Rapid City Transportation (2022-07 – 2024-02)

• Trained new hires on company-specific policies, procedures, and compliance guidelines.
• Multitasked inbound and outbound calls, emails, requests, and alerts regarding non-emergent medical transportation.
• Communicated effectively with the dispatch and quality control team to ensure punctuality and prompt responses to requestors.
• Received monthly awards due to maintaining above average call intake and exceeding company task expectations.
• Managed email communication at an all-time rate. Processed and responded to inquiries, bookings, and complaints in a timely manner.
• Communicated closely with legal representatives, adjusters, case managers, clinics, and hospitals about claimant needs.
• Inputted claimant and customer data securely into system while handling sensitive information.
• Listened, diagnosed, and resolved technical issues through step-by-step solutions.
• Offered support and politely addressed customer complaints, escalating to management only when necessary.

Customer Service Representative and Dispatcher at Mission Control NOC and Helpdesk Services (2021-02 – 2022-03)

• Handled inbound calls, emails, and chats relating to MSPs for third-party communications.
• Manage work at a busy, multidisciplinary, fast-paced customer service contact center providing efficient and friendly services to customers with minimum supervision during business and after-hours.
• Operated Slack, Autotask, ConnectWise, and Bria for effective communication between clients and MSPs.
• Relay messages to staff, MSPs, and managers when applicable.
• Advanced in ticket creation, verification, distribution, and ticket escalation.

Animal Care Certificate in Animal Care – Durham College (2023-09 – 2024-04)

OSSD in General Education (2018-06)