Caitlyn Cosgrove
Team Lead, Trainer, and Subject Matter Expert
Rossville,GA
Summary
Results-driven Customer Service Specialist with 13 years of experience enhancing team performance and customer satisfaction. Skilled in training and developing staff while resolving complex issues and upholding service standards in fast-paced environments. Proven Team Lead focused on delivering quality products under tight deadlines, fostering employee growth, and driving team success through targeted training and proactive issue management.
Overview
8
8
years of professional experience
Work History
CBO Phone Team Lead and Trainer
MedSrv
Chattanooga, Tennessee
04.2023 - Current
- Oversaw daily operations, enhancing productivity and maintaining quality service standards.
- Guided team members through leadership coaching, training, and support initiatives.
- Assigned tasks and monitored workload distribution for optimal operational efficiency.
- Conducted team meetings to communicate objectives, updates, and performance expectations.
- Addressed employee concerns and resolved conflicts professionally and effectively.
- Recognized outstanding performance and identified training opportunities to address skill gaps.
- Tracked productivity metrics to monitor performance and inform improvement strategies.
- Prepared operational reports detailing performance data for management.
Insurance Customer Service Specialist
Cigna Healthcare
01.2019 - 01.2021
- Demonstrated expert knowledge of Cigna insurance plans, policies, and procedures to effectively address member inquiries, resolve issues, and facilitate solutions.
- Engaged with Cigna Healthcare members via inbound and outbound calls to provide assistance, guidance, and support regarding healthcare benefits, coverage, and services.
- Guided members through the healthcare system by clarifying coverage details, eligibility criteria, and utilization management guidelines to enhance understanding and access to services.
- Utilized Cigna's customer relationship management (CRM) software to accurately document member interactions, update records, and track case resolutions.
- Coordinated with internal departments, including claims processing, enrollment, and provider relations, to streamline member requests and resolve complex issues efficiently.
- Acted as a liaison between members and healthcare providers to coordinate appointments, referrals, and authorizations for medical services.
- Informed members about preventive care, wellness programs, and available resources to encourage healthy lifestyle choices and improve healthcare outcomes.
- Handled sensitive and confidential information with discretion and adherence to HIPAA regulations to ensure member privacy and data security.
- Met or exceeded performance metrics, including call quality, average handle time, and customer satisfaction scores, to uphold Cigna's service standards and KPIs.
Education
Bachelor of Science - Biology
Dalton State College
Dalton, GA01-2013
Bachelor of Science - Health Sciences
University of The People
Online 08-2026
Skills
- Customer service and support
- Insurance verification
- Accounts receivable management
- Performance metrics analysis
- Workflow management
- Task delegation
- Coaching and mentoring
- Training and development
- Training programs
- Performance review methods
- Team assessment practices
- Workflow improvement
- Oversight of daily activities
- Account management
- Presentation skills
- Remote hospital experience
- Teamwork and collaboration skills
- Coaching techniques
Life Skills
I bring a unique blend of role-playing and leadership skills cultivated through my experience as a Dungeon Master for Dungeons & Dragons campaigns and an improv actor with the Chattanooga Tabletop Review. In my role as a Dungeon Master, I crafted immersive storytelling experiences, managed group dynamics, and utilized creative problem-solving to maintain game flow and foster a positive gaming environment. My ability to adapt to diverse situations, communicate effectively, and maintain professionalism has earned me recognition for dedication and outstanding performance. These experiences have honed my skills in leadership, teamwork, adaptability, and customer service, which I bring to any professional endeavor.
Timeline
CBO Phone Team Lead and Trainer
MedSrv
04.2023 - Current
Insurance Customer Service Specialist
Cigna Healthcare
01.2019 - 01.2021
Bachelor of Science - Biology
Dalton State College
Bachelor of Science - Health Sciences
University of The People