Customer Service Representative

Kiecia Cooper

**************@*****.*** 214-***-****

Professional Summary

Dedicated and empathetic Customer Service Professional with 10+ years of experience in healthcare, insurance, and client-facing roles. Proven success in resolving complex issues, managing high-volume inquiries, and advocating for Medicare and Medicaid members. Skilled in benefits explanation, multi-system navigation, and delivering exceptional service with compassion and clarity.

Experience

Member Advocate

Concentrix (Contract for UnitedHealthcare) – Remote Aug 2023 – Sep 2025

• Assisted Medicare and Medicaid members with benefits, provider changes, and appointment scheduling.

• Delivered one-call resolution by coordinating with pharmacies and providers.

• Navigated multiple lines of business to support diverse member needs. Enrollment Specialist

RemX (Contract for McKesson) – Remote

Dec 2023 – Feb 2024

• Managed enrollment for Dupixent My Way program, handling 100+ daily calls.

• Coordinated doctor appointments and outreach for continuity of care.

• Guided members through complex enrollment processes. Customer Service Representative

Continuum Global Solutions (Contract for CVS/Aetna) – Remote Dec 2022 – Sep 2023

• Processed Aetna insurance claims and supported appeals resolution.

• Investigated and explained complex claim issues to members and providers. Customer Service Representative

Transamerica- Remote

Jul 2021 – Aug 2022

• Responded to inquiries about financial and insurance products.

• Applied analytical skills to resolve customer concerns. Provider Credentialing Customer Service Representative Agape Home Healthcare-Remote

May 2016 – Mar 2020

• Resolved credentialing issues for healthcare providers.

• Delivered first-call resolution and built strong provider relationships. Customer Service Lead

Monitronics Security – Farmers Branch, TX

Apr 2014 – Apr 2016

• Promoted from Technical Support Agent to Lead.

• Managed escalated calls and coached team members using Avaya metrics. Skills

• Customer Service: Member Advocacy, First-Call Resolution, De-escalation, Active Listening, Empathy

• Healthcare & Insurance: Medicare/Medicaid, Benefits Explanation, Claims Processing, Provider Credentialing, HIPAA Compliance

• Technical: CRM Systems, Data Entry, Microsoft Office Suite, Avaya, Multi- System Navigation

• Professional: Time Management, Multitasking, Team Leadership & Coaching, Complex Problem Solving

Education & Certifications

• Associate of Arts in Business Management

• Medical Coding Certificate

• High School Diploma – North Texas Christian Academy

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