Looking for a job

Amy Lone

@amylone

Customer Service Representative at Cigna Healthcare, resolving escalated member cases and guiding people through claims and technical issues.

Kenya

Message

What I'm looking for

I’m looking to bring my structured, people-first approach to customer success in a fast-moving, distributed technology environment.

At Cigna Healthcare, I build trust with members and providers while resolving policy, benefits, and claims questions. I own complex cases end-to-end, coordinating with internal teams on urgent Guarantees of Payment and medical reviews.

I’ve also supported onboarding and relationship communication across different settings, from exhibitor and partner accounts at Young Scientists Kenya to delegate support at the Africa Executive Coaching Council. I use Salesforce, Mailchimp, Excel, and other tools to keep communication and reporting organized.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Cigna Healthcare

May 2023 - Present (3 years 4 months)

Resolves policy, benefits, and claims queries while meeting quality metrics and SLA turnaround times. Owns complex escalated cases end-to-end, acting as a liaison between members and internal teams.

Customer Service SLA Management Case Management Salesforce Communication Skills Problem Solving

Marketing & Communications Assistant

Young Scientists Kenya

Oct 2022 - Jan 2023 (3 months)

Acted as the main point of contact for 100+ exhibitor and partner accounts, managing outreach, proposals, and relationship communication. Documented meeting outcomes and post-event feedback for reporting and improvement.

Event Management Stakeholder Management Communication Skills Documentation Reporting

Marketing, Communications & Administrative Assistant

Africa Executive Coaching Council

Dec 2020 - Jan 2022 (1 year 1 month)

Managed relationships and communication cadence with a 1,500+ contact base via Mailchimp. Acted as a direct point of contact for 250+ delegates, resolving registration and attendance issues in real time.

Mailchimp Excel PowerPoint Communication Skills Event Management Administrative Support

Social Media & Content Creation Intern

Kipato Unbranded

Jan 2020 - Mar 2020 (2 months)

Supported day-to-day social media management, content creation, and marketing execution for the brand's social channels.

Social Media Management Content Creation Marketing

Undergraduate Intern

Ministry of Tourism

Apr 2016 - Jun 2016 (2 months)

Supported office management, bookkeeping, and secretarial functions requiring accuracy and structured documentation.

Office Management Bookkeeping Secretarial Documentation

Personal Assistant to Operations Manager

iLab Africa

Managed relationships with C-suite decision-makers during an AWS product launch campaign. Trained and onboarded new interns on call handling and communication protocols.

Communication Skills Relationship Management Training Onboarding Event Coordination