Jalyn Kilgore
Houston,Texas
Summary
Customer care professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
8
8
years of professional experience
Work History
SR Customer Service Representative
UnitedHealth Group Optum
Remote
11.2024 - Current
- Responded proactively and positively to rapid change.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-volume customer inquiries via inbound phone calls.
Health Plan Client Support Rep
Caremark
07.2023 - 10.2024
- Assist clients, account managers and customer care with overrides via email, and salesforce cases
- Input prior authorizations, Input overrides for claims to pay, and research why claims aren’t paying.
Claims Representative
Progressive
10.2021 - 02.2023
- Answer inbound calls, File customer claims, Set Tows/Rental/Repair, Assist with existing claims, Answer questions regarding claim process.
Enrollment Specialist
NTT DATA
03.2019 - 08.2021
- Update/Enter/Review Customer information, Train Staff, Back office for Medicare plans, Key Medicare enrollment applications, Make outbound phone calls, Clear discrepancies in CMS.gov.
Customer Service Rep
Willis Towers Watson
06.2018 - 01.2019
- Answer inbound calls, Assist Medicare participants with healthcare reimbursement accounts, Reissue payments, Answer plan questions.
Education
High School Diploma -
Mansfield Summit High School
Arlington, TexasSkills
- Conflict Resolution
- Strong verbal and written communication
- Customer Satisfaction
- Insurance knowledge both auto and health
- Proficient in Microsoft office applications
- CRM systems
- Staff development
- Customer support
- Payment processing
Leadership Experience
- Trained others at NTT DATA including my supervisor who was new to the job.
- Engaged team in discussions between calls to build relationships and positive team environment.
References
Available upon request.
Timeline
SR Customer Service Representative
UnitedHealth Group Optum
11.2024 - Current
Health Plan Client Support Rep
Caremark
07.2023 - 10.2024
Claims Representative
Progressive
10.2021 - 02.2023
Enrollment Specialist
NTT DATA
03.2019 - 08.2021
Customer Service Rep
Willis Towers Watson
06.2018 - 01.2019
High School Diploma -
Mansfield Summit High School