Summary
Overview
Work History
Education
Skills
Technical Experience
References
Timeline
Generic

Myah Calloway

Aubrey

Summary

Customer Service Lead with extensive experience in managing customer interactions and resolving complex issues. Proven ability to build strong customer relationships that drive growth and enhance brand loyalty. Expertise in leading teams to improve productivity and customer satisfaction. Successful track record in training staff on customer service standards and best practices.

Overview

18
18
years of professional experience

Work History

Client Service Consultant

Cigna Healthcare
Plano
03.2024 - Current
  • Delivered exceptional client support through effective communication and problem-solving.
  • Managed client accounts to ensure satisfaction and address inquiries promptly.
  • Collaborated with cross-functional teams to enhance service delivery processes.
  • Facilitated training sessions for new team members on client service standards.
  • Resolved complex client issues by coordinating with internal departments effectively.
  • Resolved client issues in a timely manner while maintaining excellent customer relations.
  • Entered new and updated information into customer accounts.

Customer Service Lead Representative

Cigna Healthcare, LLC
12.2015 - 03.2024
  • Maintaining superior quality/ accuracy.
  • Mentor to newer champions.
  • Volunteer to Cigna Online panel to review upcoming ideas.
  • Part of Spirit Committee to keep employees motivated.
  • Contact and review 50+ cases on a monthly basis.
  • Data mining for new cases.
  • Review of complex medical and administrative issues.
  • Customer education of policies and guidelines.
  • Going over and above to ensure customers get full benefits from current coverage.
  • Working with other departments, Social Workers and CSEs.
  • Backup to open call reporting for the team.
  • Assist meet and greet with new hires to educate on the My Personal Champion team.

Customer Service Advocate

Cigna Healthcare, LLC
09.2011 - 12.2015
  • Focused to provide accurate information with high quality.
  • Answered phone lines from providers and beneficiaries.
  • Researched claims and made adjustments as needed.
  • Dedicated team for Cigna 88 (Provider Line).
  • Dedicated team for ASHN.
  • Assisted new champion as a coach when joining the team.

Assistant Manager

Rue 21
07.2007 - 07.2011
  • Prevented store losses using awareness, attention to detail and integrity.
  • Trained at least three new employees quarterly.
  • Updated employee records and payroll.
  • Made hiring recommendations to increase company’s productivity and profitability with quality workers.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Developed a high level of patience.

Education

Dental Assistant Certification -

Grayson County College
Denison, TX
06.2010

High School -

Denison High School
Denison, TX
05.2008

Skills

  • Problem resolution
  • Store maintenance
  • Problem-solving
  • Courteous demeanor
  • Microsoft outlook
  • Strong teamwork
  • Customer-oriented
  • Analytical/Problem solving skills
  • Trained in Proclaim
  • Trained in Choice Fund
  • Trained in Power MHS accounts
  • Proficient in Word
  • Proficient in PowerPoint
  • Customer education
  • Employee training
  • Time management
  • Staff motivation
  • Call center
  • Call center experience
  • Telephone etiquette
  • Customer service excellence

Technical Experience

  • Trained in Proclaim, Choice Fund and Power MHS accounts.
  • Expert skillset in customer service and review of complex medical and Administrative issues and benefits.
  • Proficient in Word, Excel and PowerPoint.

References

References available upon request.

Timeline

Client Service Consultant

Cigna Healthcare
03.2024 - Current

Customer Service Lead Representative

Cigna Healthcare, LLC
12.2015 - 03.2024

Customer Service Advocate

Cigna Healthcare, LLC
09.2011 - 12.2015

Assistant Manager

Rue 21
07.2007 - 07.2011

Dental Assistant Certification -

Grayson County College

High School -

Denison High School

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