Caitlyn Walker
Natchez,US
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers while addressing their concerns, and resolving issues to ensure customer satisfaction. 7+ years of strong problem solving skills and having the ability to think quickly in high-pressure situations. Strong technical proficiency in CRM softwares.
Overview
6
6
years of professional experience
Work History
Service Advocate III
Blue Cross Blue Shield of Florida
Jacksonville, FL
09.2024 - Current
- Assist our members by handling incoming calls with inquiries and questions regarding claims, benefits, enrollment and billing.
- Navigate using multiple screens and systems while utilizing internal procedures to help comprehend the information to ensure accurate answers are provided to the member.
- Showing empathy, compassion, and provide outstanding customer service to our members who may be going through a difficult time.
- Promoted one week after training for an extensive new department under the Postal Service Health Benefits Law.
Patient Care Advocate I/II
CIGNA (Remote)
Philadelphia, PA
09.2022 - 05.2024
- Maintained the confidentiality of patient data and conditions at all times to protect health information.
- Consistently exceeded customer satisfaction goals by an average of 20% through effective communication and problem-solving techniques.
- Promoted within 4 months into the company to work with a specific group of patients while managing an average of 150 customer interactions per day.
- Built rapport in order to create a safe and trusting environment in which to provide care.
Customer Service Representative
United Healthcare (Remote)
Richardson, TX
12.2021 - 09.2022
- Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
- Occasionally formed outbound calls to customers for follow-ups in regards to their home deliveries, or benefits.
- Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
Healthcare Customer Service Representative II
SaviLinx
Hattiesburg, MS
09.2019 - 11.2021
- Worked with a solid team of 50+ customer service associates to handle military and ex military customers and family in a demanding setting during open enrollment.
- Collaborated with management to come up with proactive customer service solutions and put them into action.
- Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
Education
Associate In Arts -
Copiah-Lincoln Community College
Wesson, MS08.2022
Skills
- Ability to investigate and gather evidence
- Documenting skills
- Call volume/ call control
- Multitasking skills
- Claims Processing
- Medical terminology
- Help Desk Support
- Technical Support
ACCOMPLISHMENTS
- Ulysses Training Certification 2024
- Four consecutive months of high performance goals met
- Quarterly Incentive Payout 1Q of 2025
Timeline
Service Advocate III
Blue Cross Blue Shield of Florida
09.2024 - Current
Patient Care Advocate I/II
CIGNA (Remote)
09.2022 - 05.2024
Customer Service Representative
United Healthcare (Remote)
12.2021 - 09.2022
Healthcare Customer Service Representative II
SaviLinx
09.2019 - 11.2021
Associate In Arts -
Copiah-Lincoln Community College