Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kiera Lee

Louisville,US

Summary

Positive and empathetic with excellent communication and problem-solving skills, consistently producing customer satisfaction and loyalty. Understanding of customer service principles and proficiency with CRM software ensures efficient and effective support. Dedicated to resolving issues swiftly and enhancing overall customer experience.

Overview

1
1
year of professional experience
1
1
Certification

Work History

Member Care Management, CSR

Everise
06.2025 - Current
  • Managed approximately 30+ calls per day from customers assisting patients with inquiring about their coverage medical plans
  • Engage with customers through phones, to address inquiries, provide information, and resolve issues promptly and professionally.
  • Providing quality service to customers seeking direction by conducting effective research on matters related to pharmacy, enrollment, billing, benefits to ensure first call resolution is achieved.
  • Documenting customer interaction after each call
  • Verifying members medical claims status

Customer Service Representative

Condunet
01.2025 - 04.2025
  • Managed approximately 60-80 high-volume calls incoming calls per day from customers
  • Access cardholder accounts to provide information about payments and benefits deposited by state or federal agencies.
  • Assist cardholders with inquiries regarding transactions and account statuses.
  • Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations and documenting customer interaction after each call

Member Advocate Agent

Agent C Solutions LLC
04.2024 - 05.2024
  • Conducted high-volume 300 + outbound calls to Medicare beneficiaries to assess healthcare needs, provide information on plan options.
  • Utilized an automatic dialer system to meet daily and weekly productivity goals for dials
  • Followed approved scripts verbatim to provide professional and clear explanations of complex Medicare Advantage, Supplement, and Prescription Drug plans.
  • Collaborated with a team to share insights and improve outbound calling strategies, contributing to a positive and productive team environment

Education

High School Diploma -

Louisville High
Louisville, MS
05.2018

Skills

  • Hipaa/patient privacy
  • Medical terminology
  • Adaptability
  • CRM Software
  • Data Entry
  • Customer Service
  • Active Listening
  • Empathy
  • Medical claims
  • Salesforce
  • Call center experience
  • Inbound/Outbound calling

Certification

Medicare Advocate Certificate

Timeline

Member Care Management, CSR

Everise
06.2025 - Current

Customer Service Representative

Condunet
01.2025 - 04.2025

Member Advocate Agent

Agent C Solutions LLC
04.2024 - 05.2024

High School Diploma -

Louisville High

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