Mya Gremillion
BeneLynk
Houston,TX
1
Certification
6
years of professional experience
Senior Member Engagement Coordinator with strengths in healthcare member support, accurate CRM documentation, and clear communication across high-volume call workflows. Handles 50-110 member calls weekly, documents interactions in CRM and auto-dialer systems, and maintains accurate follow-up records. Brings active listening, de-escalation, and confidentiality from member service and customer support roles.
Work History
Senior Member Engagement Coordinator
1 Year 3 Months- Handled 50-110 member calls weekly to answer benefit questions and provide timely support.
- Guided Medicare and health plan members through program options, eligibility details, and application steps.
- Explained complex benefit requirements in clear language, helping members make informed decisions about available support.
- Documented interactions in CRM and auto-dialer systems, verified information, and maintained accurate follow-up records.
- Escalated complex service concerns to appropriate departments while protecting confidentiality and HIPAA compliance.
- Managed high-volume inbound and outbound calls as a primary contact for members seeking timely assistance.
Customer Experience Advisor
1 Year- Processed 250 customer requests weekly while documenting account updates accurately and tracking follow-up actions in CRM systems.
- Managed approximately 60–100 customer interactions daily while maintaining professional communication, accurate documentation, and service quality.
- Navigated CRM systems to review account information, document transactions, and track escalations with consistency.
- Explained products, services, and account procedures clearly using active listening and de-escalation to resolve customer concerns.
- Collaborated with internal support teams to resolve complex inquiries and deliver accurate, consistent information to customers.
- Documented customer transactions carefully to support account accuracy, confidentiality, and reliable case follow-up.
- Resolved account issues promptly while supporting high-volume call center operations and maintaining a calm, professional tone.
Healthcare Security Operations Professional
1 Year 11 Months- Supported healthcare facility security operations across assigned posts, including access control, badging, surveillance, and patrols.
- Maintained security logs, incident documentation, and scheduling records while escalating procedural updates to internal stakeholders.
- Created, issued, updated, and maintained employee and authorized-personnel badges with accurate access-control records.
- Conducted routine facility patrols and supervised loading dock activity to monitor personnel, visitors, vendors, and deliveries.
- Communicated procedural updates and escalated security concerns promptly to appropriate internal stakeholders.
Customer Service Representative
2 Months- Assisted motorists with toll account questions, transponder troubleshooting, and billing inquiries in a service desk setting.
- Resolved account discrepancies by researching payment histories and clarifying billing details with callers.
- Updated tolling system records to maintain accurate customer data, case notes, and follow-up documentation.
Tenant Relations Coordinator
7 Months- Explained leasing procedures clearly to residents and prospective tenants, supporting smoother move-in decisions.
- Resolved service concerns through professional written and verbal communication, reinforcing a consistent customer experience.
- Documented resident feedback accurately and followed up on open concerns until closure.
- Escalated complex issues appropriately to support timely resolution and maintain service quality.
- Protected sensitive resident data while handling payments and correspondence with care.
Scheduling Coordinator
1 Year 5 Months- Coordinated appointments and daily service flow, keeping schedules organized and customers informed.
- Responded to customer inquiries with customer service & issue resolution, addressing concerns clearly and professionally.
- Navigated scheduling and payment software to update records, process transactions, and maintain data accuracy.
Education
Master of Business Administration - Enterprise Resource Planning
- In Progress
- Expected: May 2027
Master of Science - Management Information Systems
In Progress
Bachelor of Business Administration - Management
Skills
CRM documentation & data accuracy
Case tracking & follow-up
Inbound & outbound call handling
Customer service & issue resolution
Active listening & de-escalation
Benefits navigation
Confidential information handling
Service quality & KPI monitoring
Salesforce
Microsoft Excel
Medicare enrollment support
Benefit eligibility verification
Member outreach campaigns
Provider directory navigation
Healthcare regulations
Call queue management
Certification
Professional Scrum Master I (PSM I)
Timeline
Senior Member Engagement Coordinator
BeneLynk
07.2025 - 10.2026Read More
Customer Experience Advisor
VXI Global Solutions
07.2024 - 07.2025Read More
Healthcare Security Operations Professional
Allied Universal Protection Services
08.2022 - 07.2024Read More
Customer Service Representative
ChaseSource, assigned to TransCore (HCTRA)
06.2022 - 08.2022Read More
Tenant Relations Coordinator
Fountain Hill Apartments
11.2021 - 06.2022Read More
Scheduling Coordinator
Sharkey’s Cuts for Kids
06.2020 - 11.2021Read More
Lamar University
Master of Business Administration from Enterprise Resource Planning
Read More
Lamar University
Master of Science from Management Information Systems
Read More
Prairie View A&M University
Bachelor of Business Administration from Management
Read More