Cailen Black
Memphis
Summary
Detail oriented Enrollment and Customer Support Professional with 5+ years of experience managing high volume client interactions, eligibility related processes, account management, and sensitive records in remote and office environments. Skilled in reviewing documentation, verifying information, maintaining compliance, navigating multiple systems, and resolving complex customer concerns with accuracy and professionalism. Experienced supporting insurance enrollment, benefits related inquiries, and confidential data while meeting quality and performance expectations in fast paced environments. Strong ability to manage caseloads, communicate effectively, and adapt quickly to changing procedures and regulations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Pharmacy Service Representative
CVS Specialty Pharmacy
Remote
04.2025 - Current
- Review and maintain confidential patient records while ensuring compliance with HIPAA and internal policies.
- Verify insurance information, resolve discrepancies, and assist with prescription-related documentation and approvals.
- Manage high-volume inbound inquiries, provide timely issue resolution, and maintain accurate system records.
- Navigate multiple internal systems to update patient profiles, coordinate medication services, and support benefit-related processes.
- Communicate with healthcare providers and insurance representatives to ensure continuity of care and accurate information processing.
- Support administrative workflows through detailed documentation, scheduling, and data accuracy.
Customer Care Representative
Wipro Technologies
Remote
07.2022 - 04.2025
- Assisted employees with health insurance enrollment and eligibility-related questions, ensuring accurate benefit selections and documentation.
- Managed high-volume customer interactions while maintaining service quality, professionalism, and accuracy.
- Reviewed account information, resolved complex inquiries, and educated clients on plan options and requirements.
- Navigated multiple systems simultaneously to update records, process information, and support enrollment activities.
- Maintained compliance with company procedures and confidentiality standards in a remote environment.
Office Assistant
Insurance Auto Auctions Inc.
Memphis, TN
04.2020 - 06.2022
- Maintained accurate customer and account records through detailed data entry and documentation management.
- Managed incoming client communications, resolved concerns, and provided policy-related information.
- Processed financial and administrative transactions with strong attention to detail and accuracy.
- Coordinated inventory tracking and maintained organized records to support daily operations.
Customer Service Representative
Interactive Response Technology
Remote
10.2019 - 04.2020
- Worked independently to resolve customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining exceptional service quality and customer satisfaction.
- Trained new team members on company policies, procedures, and effective customer interaction strategies.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
- Maintained accurate client information while meeting productivity and performance standards.
Senior Customer Service Representative
Walmart
Memphis, TN
12.2018 - 02.2020
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Trained new team members on company policies and customer service protocols.
- Streamlined communication between departments to improve issue resolution times.
Education
High School Diploma -
Southwind High School
Memphis, TN05.2019
Skills
- Benefits & Insurance Enrollment Support
- Case Documentation & Record Management
- High-Volume Client Communication
- Data Entry & System Navigation
- Eligibility Screening & Verification
- Problem Solving & Issue Resolution
- Written & Verbal Communication
Certification
- CompTIA A+ Certification
Timeline
Pharmacy Service Representative
CVS Specialty Pharmacy
04.2025 - Current
Customer Care Representative
Wipro Technologies
07.2022 - 04.2025
Office Assistant
Insurance Auto Auctions Inc.
04.2020 - 06.2022
Customer Service Representative
Interactive Response Technology
10.2019 - 04.2020
Senior Customer Service Representative
Walmart
12.2018 - 02.2020
High School Diploma -
Southwind High School