Michelle Pierre
Killeen,Texas
Summary
Driven professional with strong foundation in member support and advocacy. Proven ability to address and resolve member concerns efficiently, while fostering collaborative team atmosphere. Recognized for adaptability and commitment to achieving high standards and results in fluctuating environments.
Overview
17
17
years of professional experience
Work History
Member Advocate
Baylor Scott & White Health
Temple
01.2025 - Current
- Serve as a primary point of contact for members, delivering high-quality, resolution-focused support for benefits, claims, and coverage inquires.
- Interpret and explain complex details (deductibles, coinsurance, out-of-pocket costs) in a way that improves member understanding and satisfaction.
- Proactively resolve escalated and complex issues involving denied claims, billing discrepancies, and eligibility concerns by collaborating across departments.
- Ensuring concerns are fully addressed while balancing company policies and compliance requirements.
- Coordinate with providers and internal teams to remove barriers to care, including facilitating authorizations, and in network access.
- Maintain accurate and detailed documentation to ensure continuity of care and compliance with HIPAA regulations.
- Consistently meet or exceed key performance metrics such as first call resolution, customer satisfaction, and productivity standards.
- Identify trends in member issues and provide feedback to leadership to support process improvements and reduce repeat concerns.
- Support team success by sharing knowledge , assisting peers, and contributing to a positive, solutions driven work environment.
Quality Assurance Specialist
Intelogix
Copperas Cove, TX
09.2024 - 01.2025
- I am responsible for monitoring and evaluating customer interactions across various channels (phone calls, chats, emails) to ensure they meet established quality standards. Providing feedback and coaching to agents to improve customer satisfaction and compliance policies, while identifying areas for improvement and reporting on overall performance trends within the center. My key responsibilities include call monitoring, performance evaluations, coaching and development, quality reporting, compliance monitoring, identify training needs, and calibrate meetings.
Remarketing PreTerm Agent
Intelogix
Copperas Cove, TX
01.2023 - 09.2024
- As a Remarketing PreTerm agent, I assist customers with their lease end planning. Helping customers either purchase, return, or return the vehicle for a new Mercedes Benz. This means making outbound & receiving inbound calls. Assisting customers with making payments online & applying extensions to accounts when necessary. Being a PreTerm agent, I am also contacting dealerships daily working with them on transitioning customers from their current lease to their next MB vehicle, purchasing or simply returning. Urgency is key as a PreTerm agent working hard to resolve & follow up on accounts to ensure they are not going past maturity.
Trace Agent
GC Services
Copperas Cove, TX
09.2019 - 01.2023
- As a Trace Agent I help assist customers prior to delivery of package as well as after delivery in certain situations. Communicating and sending emails to delivery stations to follow up on investigations are very important, as well as resolving and closing cases in a timely manner.
Department Manager
Walmart
Copperas Cove, TX
04.2009 - 05.2019
- Processing freight, executing freight, merchandising, completing price changes, setting modulars, ensuring that shelf caps are correct, maintaining in stock and out stock, aligning associates for the days tasks, receiving incoming phone calls, general customer service to include offering assistance & suggesting items, training new employees.
- Take photographs of displays or signage.
- Instruct sales staff in color coordination of clothing racks or counter displays.
- Change or rotate window displays, interior display areas, or signage to reflect changes in inventory or promotion.
- Use computers to produce signage.
- Place prices or descriptive signs on backdrops, fixtures, merchandise, or floor.
Education
High School -
Ellison High School
Killeen, TXundefined
Central Texas College
Killeen, TXSkills
- Active Listening
- Dependability
- Communication
- HIPAA compliance
- Customer Service
- Attention to Detail
- Computer Literacy
- Time Management
- Determination
- Teamwork
- Problem-solving
- Multitasking and organization
Timeline
Member Advocate
Baylor Scott & White Health
01.2025 - Current
Quality Assurance Specialist
Intelogix
09.2024 - 01.2025
Remarketing PreTerm Agent
Intelogix
01.2023 - 09.2024
Trace Agent
GC Services
09.2019 - 01.2023
Department Manager
Walmart
04.2009 - 05.2019
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Central Texas College
High School -
Ellison High School
Communication
Implemented new procedures that improved efficiency and streamlined operations.
Leadership
Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.