Mia Pierson
San Antonio
Summary
Customer-focused professional with over 5 years of experience in customer service, training, and insurance sales. Proven ability to lead teams, resolve customer issues, and ensure quality standards. Seeking to bring my skills to a dynamic role focused on service excellence and operational improvement.
Overview
2026
2026
years of professional experience
Work History
Restaurant Trainer / Craft Cocktail Bartender
J. Prime
- - Trained and mentored new staff, ensuring alignment with franchise standards.
- - Created schedules and led a high-performing team.
- - Resolved customer complaints, promoting a positive dining experience.
- - Collaborated with management to implement new procedures and menu items.
Insurance Agent
Primerica
- - Provided insurance solutions and financial guidance to clients.
- - Maintained compliance with Texas insurance regulations.
- - Built strong client relationships through effective communication and service.
Customer Service Representative – Advocate4Me
UnitedHealthcare
01.2022 - Current
- - Delivered expert-level support to members through direct phone-based interactions, resolving complex inquiries and guiding members toward services that close gaps in care.
- - Consistently exceeded performance metrics, maintaining “green” status across all KPIs including call quality, resolution rate, and member satisfaction.
- - Achieved a 4 rating in the 2024 year-end performance review and earned Employee of the Month recognition under multiple supervisors.
- - Maintained above-goal scores in Net Promoter Score (NPS) and United Experience Score (UES), contributing to overall member satisfaction and retention.
- - Utilized COSMOS, PAS, MARX, and DOC360 to research claims, document findings, and support operational enhancements.
- - Collaborated on cross-functional team projects to improve employee engagement and service delivery.
- - Earned Quality in Action and Digital Academy badges for excellence in service and continuous learning.
- - Managed member data, document interactions, and support operational workflows, while also reviewing and analyzing claims for accuracy and compliance with CMS guidelines.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
John Marshall High School
01.2016
Northwest Vista Community College
San Antonio, TX01-2018
Skills
- Customer Service & Complaint Resolution
- Quality Assurance & Auditing
- Training & Onboarding
- Communication & Collaboration
- Claims, Appeals, & Authorizations
- Contract Interpretation
- Insurance Knowledge (Texas License)
- Knowledge of CMS Guidelines
Timeline
Customer Service Representative – Advocate4Me
UnitedHealthcare
01.2022 - Current
Insurance Agent
Primerica
Restaurant Trainer / Craft Cocktail Bartender
J. Prime
High School Diploma -
John Marshall High School
Northwest Vista Community College
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