Lauren Withers
CHARLOTTE,NC
Summary
Customer service and operations professional with more than 10 years of experience supporting customers, patients, providers, and
internal teams in high-volume service environments. Experienced in Salesforce case management, work-order creation, claims and
reimbursement support, detailed documentation, escalation procedures, and cross-functional coordination. Highly organized with strong communication and time-management skills and the ability to manage competing priorities, follow standard work instructions, and work independently.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
CharMeck 311
Charlotte, NC
09.2025 - Current
- Serve as the primary point of contact for residents by handling a high volume of inbound calls regarding City of Charlotte services.
- Demonstrate strong problem-solving, active listening, and conflict-resolution skills when assisting residents.
- Coordinated with various city departments to ensure timely resolution of citizen concerns.
- Educated residents on city programs, policies, and procedures while delivering exceptional customer service.
- Utilized multiple software systems to document interactions, track service requests, and maintain accurate records.
Service Consultant
Progressive
Charlotte, NC
10.2023 - 10.2025
- Manage customer accounts, policy renewals, cancellations, reinstatements, payments, and driver or vehicle updates.
- Educate customers on insurance products and identify appropriate upselling opportunities based on individual needs
- Maintain accurate customer and policy information using CRM and internal account-management systems.
- Handle approximately 60-70 customer calls daily while meeting accuracy, efficiency, attendance, and sales goals.
- Resolve billing, coverage, rate, and account concerns while delivering a positive customer experience.
Patient Access Specialist
AmerisourceBergen
Fort Mill, SC
02.2019 - 05.2023
- Managed patient, provider, and payer cases involving insurance coverage, prior authorizations, appeals, specialty pharmacy access, and reimbursement issues.
- Documented cases and communications in Salesforce CRM and patient-support systems while maintaining strict confidentiality
- Researched claim denials, billing issues, pricing errors, reimbursement delays, and payment concerns, escalating trends when needed.
- Coordinated with healthcare providers, pharmacies, insurers, and internal service teams to resolve access barriers within service-level expectations.
- Worked independently from phone and system queues using established procedures, sound judgment, and accurate case documentation.
Education
High School Diploma -
Hopewell High School
Huntersville01-2013
Skills
- Salesforce CRM
- Work-Order Management
- Claims and Reimbursement Support
- Customer Service
- Microsoft Office
- Case Documentation
- Process Compliance
- Cross-Functional Coordination
- Quality Assurance
Timeline
Customer Service Representative
CharMeck 311
09.2025 - Current
Service Consultant
Progressive
10.2023 - 10.2025
Patient Access Specialist
AmerisourceBergen
02.2019 - 05.2023
High School Diploma -
Hopewell High School