Kaitlin Amerson
Pleasant Grove
Summary
Achieved high customer satisfaction through effective relationship management and service delivery. Delivered consistent results in call center operations, utilizing 10 years of experience to enhance team productivity. Contributed to project success by prioritizing tasks and ensuring timely completion of objectives.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Pangea/ Bluecross Blue Shield
10.2025 - Current
- Addressed member inquiries to clarify C Plus Plan benefits eligibility and resolve claim status issues.
- Educated members regarding C Plus as a supplement to Original Medicare to enhance understanding of service limitations and cost implications.
- Informed members about C Plus functionality in relation to Original Medicare, emphasizing restrictions on benefits and service coverage.
Customer Service Representative
UnitedHealth Group/Optum RX
06.2021 - 09.2025
- Answer incoming phone calls from customers (members, providers, facilities) in a call center setting and identify the type of assistance needed (benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims.
- Maintained patient profiles and confidential records, updating information such as allergies, medical conditions, and current medications
- Provided excellent customer service by answering inquiries from patients regarding prescription refills, insurance coverage, and medication interactions
Customer Service Representative
Humana
01.2021 - 2023
- Managed client records
- Set up client appointments
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Resolved customer information and complaints
- Responded to claim inquiries
- Responsible for tracking and maintaining inventory
- Answered general questions
- Performed customer service surveys
- Pcp changes
- Address updates
- New member id cards request
- Physician finer
- Enrollment
- Pharmacy request
- Prescription information
Customer Service Representative
Cigna HealthSpring Medicare Advantage
02.2021 - 12.2021
- Managed client records
- Set up client appointments
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Resolved customer information and complaints
- Responded to claim inquiries
- Responsible for tracking and maintaining inventory
- Answered general questions
- Performed customer service surveys
Call Representative
Portfolio Recovery Associates, LLC
01.2018 - 02.2021
- Facilitated orders and completed accurate entry in timely and efficient manner.
- Followed up with customers about resolved issues; completed and to maintain high standards of customer service.
Customer Representative
Insight Card Services LLC
05.2013 - 01.2018
- Operating with general office equipment and computer programs
- Conferred with customers about [Product or Service] concerns and desires, quickly understanding issues and applying personal expertise and company practices to resolve problems and drive sales.
- Responding to customer and vendor inquiries
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma - undefined
Parker High School
Birmingham, AL01.2013
Skills
- Utilized Microsoft Excel to assist in data organization and analysis Supported team members in creating spreadsheets for project tracking Aided in generating reports to facilitate decision-making
- Executed comprehensive problem-solving strategies to identify and resolve operational challenges
- Assisted in creating documents and presentations using Microsoft Office tools Supported team members in utilizing software features effectively Contributed to maintaining organized files and data management
- Designed and delivered presentations using Microsoft PowerPoint
- Demonstrated exceptional organizational skills to streamline project workflows
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Demonstrated adaptability in dynamic work environments
- Ensured consistent reliability of systems and processes
- Demonstrated proficiency in various computer applications and software systems
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Assisted in recruitment processes by screening resumes and scheduling interviews Supported onboarding activities for new hires to ensure smooth integration Provided administrative support to HR team in maintaining employee records
- Assisted teams in utilizing CRM software to manage customer interactions effectively Supported data entry and maintenance to ensure accurate customer records Helped troubleshoot software issues to enhance user experience
- Assisted customers with inquiries and issues to enhance satisfaction Supported team members in achieving service goals through effective communication Managed call logs to ensure accurate record-keeping
- Oversaw comprehensive document management processes to ensure efficient organization and retrieval
- Utilized Microsoft Word to create and format professional documents
- Oversaw customer relationship management initiatives to enhance client engagement
- Facilitated collaborative efforts among team members to achieve project goals
- Customer service
Additional Information
- SKILLS
- Piano lessons Microsoft Office
- Quick learner Time management skills
- Computer literate Credit and collections
- Business development Customer satisfaction
- Multi-Task Management Excellent communication
- Safety measures Customer service
- Sales Extremely organized
- Positive learning process Powerful negotiator
Timeline
Customer Service Representative
Pangea/ Bluecross Blue Shield
10.2025 - Current
Customer Service Representative
UnitedHealth Group/Optum RX
06.2021 - 09.2025
Customer Service Representative
Cigna HealthSpring Medicare Advantage
02.2021 - 12.2021
Customer Service Representative
Humana
01.2021 - 2023
Call Representative
Portfolio Recovery Associates, LLC
01.2018 - 02.2021
Customer Representative
Insight Card Services LLC
05.2013 - 01.2018
High School Diploma - undefined
Parker High School