Kiara Moss
Killeen,TX
Summary
Experienced Service Advocate with expertise in health insurance benefits, claims resolution, and federal member support. Proven ability to manage high-volume call environments (40–60+ daily) while maintaining strong quality standards and meeting QIP performance metrics. Skilled at explaining complex policy information, resolving escalated issues, and collaborating with cross-functional teams. Recognized for strong communication, problem-solving abilities, and supporting team development through training and quality feedback.
Professional advocate well-versed in service delivery and client support. Adept at resolving complex issues, ensuring client satisfaction, and enhancing service quality. Strong focus on teamwork and adaptability, with proven track record of achieving impactful results. Known for excellent communication, problem-solving abilities, and client-centered approach.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Advocate II – FEP
GuideWell / Florida Blue
09.2022 - 03.2026
- Serve as a trusted advisor assisting federal members and healthcare providers with benefits, claims, and coverage inquiries.
- Manage 30–50 daily customer interactions through phone, email, and chat in a fast-paced remote environment.
- Explain complex healthcare policies and claims processes to ensure members understand their coverage options.
- Investigate and resolve account concerns by collaborating with prior authorization and claims processing teams.
- Maintain accurate member records and update account information while ensuring compliance with company standards.
- Partner with team leaders to support onboarding and training of new hires.
- Assist leadership by reviewing calls and providing coaching tips and feedback to improve team performance.
E-Commerce Resolution Specialist
Walgreens Corporation
07.2020 - 09.2022
- Handled 60–90 customer calls daily related to online orders, account creation, and store inquiries.
- Assisted customers with technical support, including password resets and linking accounts.
- Investigated store-related issues and resolved customer complaints professionally.
- Provided support for Walgreens rewards programs, coupons, and online services.
Customer Service Representative
TSYS
06.2018 - 04.2020
- Assisted customers with banking inquiries, including balances, fees, interest rates, and card activation.
- Monitored accounts for fraudulent or unauthorized transactions.
- Resolved customer concerns while explaining financial policies and services.
Customer Service Representative
Afni Inc.
01.2016 - 04.2018
- Handled inbound and outbound calls for a wireless telecommunications provider.
- Assisted customers with billing issues, account updates, and service plan changes.
- Processed payments and established payment arrangements.
- Troubleshot mobile devices and supported activation of new services.
Lead Cashier
The Fresh Market
08.2013 - 12.2015
- Processed customer transactions while ensuring pricing accuracy.
- Assisted customers with product questions, exchanges, and refunds.
- Balanced cash drawers and maintained register accuracy.
- Cross-trained in deli, bakery, and meat departments.
Education
High School Diploma -
Central High School
Phenix City, AlabamaSkills
- Customer Service & Member Support
- Claims & Benefits Assistance
- Conflict Resolution
- Call Center Operations
- Medical Terminology
- Problem Solving
- Training & Mentoring
- Time Management
- Customer Relationship Management (CRM) Systems
- Call Center Phone Systems
- Microsoft Office (Word, Excel, Outlook)
- Live Chat & Email Support Platforms
- Claims & Benefits Processing Systems
- Prior Authorization Support Systems
- Quality Assurance & Call Monitoring Tools
Certification
- CPR Certified — American Heart Association
- BLS Certified — American Heart Association
Timeline
Service Advocate II – FEP
GuideWell / Florida Blue
09.2022 - 03.2026
E-Commerce Resolution Specialist
Walgreens Corporation
07.2020 - 09.2022
Customer Service Representative
TSYS
06.2018 - 04.2020
Customer Service Representative
Afni Inc.
01.2016 - 04.2018
Lead Cashier
The Fresh Market
08.2013 - 12.2015
High School Diploma -
Central High School