Summary
Overview
Work History
Education
Skills
Timeline
Generic

Aalyia Castle

Columbus

Summary

Detail-oriented and empathetic customer experience leader with over 6 years of progressive responsibility in customer support and operations. Proven ability to manage teams, resolve complex customer issues, improve workflows, and communicate cross-functionally. Technologically adept with a strong eye for process optimization and team success.

Overview

8
8
years of professional experience

Work History

Customer Service Advocate

CVS HEALTH CORPORATION
01.2025 - Current
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Developed and maintained client databases to track customer service interactions and evaluate service quality.
  • Educated clients about health insurance coverage options, benefits and costs.

Customer Service Supervisor

JPMorgan Chase & Co
02.2023 - 01.2025
  • Lead and mentor a team of customer service agents, providing training and regular performance feedback.
  • Resolve complex customer inquiries and internal technical issues, acting as the main point of escalation.
  • Collaborate with internal departments to streamline communication and support service quality.
  • Recommend and implement improvements to enhance team efficiency and client satisfaction.

Customer Service Team Lead

Discover Financial Services
02.2019 - 02.2023
  • Directed daily operations and team scheduling to ensure optimal coverage and service delivery.
  • Addressed escalated service issues and developed long-term solutions to recurring challenges.
  • Created internal documentation and resources to support consistent, high-quality customer interactions.
  • Partnered with QA and operations teams to improve processes and training materials.

Customer Service Supervisor

Adecco
09.2017 - 02.2019
  • Managed and trained team leads, ensuring seamless department operations.
  • Assisted in the recruitment and onboarding of new customer service agents.
  • Conducted call reviews and provided constructive feedback to improve service delivery.

Education

Bachelor of Computer Science - Software Engineering

Colorado Technical University
Colorado Springs, CO
08-2029

Skills

  • Credit card processing
  • Report creation
  • Complaint resolution
  • System implementation
  • Computer proficiency
  • Data entry
  • Call center operations
  • Medical terminology
  • Data collection
  • Live chat support

Timeline

Customer Service Advocate

CVS HEALTH CORPORATION
01.2025 - Current

Customer Service Supervisor

JPMorgan Chase & Co
02.2023 - 01.2025

Customer Service Team Lead

Discover Financial Services
02.2019 - 02.2023

Customer Service Supervisor

Adecco
09.2017 - 02.2019

Bachelor of Computer Science - Software Engineering

Colorado Technical University

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