ALEXA BOLLAR
Houston
Summary
Highly skilled in project management and customer service with a proven track record in analyzing complex issues and recommending impactful process improvements. I am able to adapt with collaborating across departments and presenting quality metrics, fostering a culture of excellence and compliance. I'm also very passionate about driving positive change and enhancing client experiences.
Overview
14
14
years of professional experience
Work History
Member Engagement Specialist
BeneLynk (Remote)
07.2025 - Current
- Conducted regular follow-up calls and emails to maintain relationships with members, ensuring their ongoing satisfaction with the organization''s offerings.
- Elevated overall member experience by consistently delivering exceptional customer service and support throughout all touchpoints of interaction within the organization.
- Maintained accurate records of member interactions, using data to inform future engagement efforts.
- Developed targeted communication strategies to increase member retention rates.
Senior Complaint and Appeals Analyst
Aetna/ CVS Health (Remote)
09.2021 - 02.2025
- Analyze complaints and appeals for accuracy and completeness
- Evaluate coverage, medical records and claim history
- Recommend process improvements
- Identify patterns and trends
- Escalate complex issues to management
- Compile reports on quality metrics
- Ensure compliance with regulations and policies
- Collaborate with other departments to address issues
Senior Customer Service Representative
Aetna/CVS Health ( Remote)
02.2021 - 02.2024
- Responding to member calls, emails, or written correspondence regarding their health plan, benefits, and other related matters.
- Assist members with Medicare/Medicaid inquiries
- Assist members with reviewing and processing claims (HCPCS)
- Data entry
- Troubleshooting issues, investigating concerns, and finding solutions for members.
- Explaining plan details, coverage, eligibility, and other relevant information to members.
- Collaborating with providers, clinicians, pharmacists, and other professionals to resolve member issues.
- Assist with Medicare/Medicaid/DSNP inquiries
- Assisting members with navigating the complexities of the healthcare system, including finding providers, understanding claims, and utilizing available resources
- Provided excellent customer service to a diverse range of clients, building strong relationships and ensuring high levels of satisfaction.
- Handled escalated situations calmly while maintaining positive relationships with customers throughout the process.
- Implemented training programs for new hires, ensuring adherence to company standards and policies.
- Developed key performance metrics, tracking team performance against service goals.
Case Manager
Thompson Employment
03.2020 - 04.2021
- Devise, plan and implement job coaching strategies
- Provide help and guidance to clients that require assistance with their everyday work activities/tasks
- Assist employees with disabilities
- Track, oversee and document clients' progress
- Counsel clients on fine tuning work habits/skills in preparation for work environment
Case Manager
CAAM-D Care Facilities
01.2016 - 04.2021
- Demonstrated ability to work independently under minimal supervision while meeting daily objectives and goals set by senior staff members.
- Follow and meet company's metrics
Teacher
The Imani School
04.2020 - 03.2021
- Teach subjects like English, math and other subjects
- Teach manners and etiquette, and help develop resilience and confidence
- Encourage creativity and self-awareness and organize educational activities
- Focus on educational development
- Provide a safe nurturing environment for children
- Collaborating with parents to meet the individual needs of each child
Residential Service Technician
Prairie View A&M University
01.2012 - 01.2015
- Act as a liaison between patients, family, and community to provide community services
- Evaluate patient's needs for community services
- Collaborate with community entities to acquire resources
- Develop care plans for patients
Intern Nursing Clinic
William P. Hobby Elem.
08.2013 - 08.2014
- Monitoring, recording, and reporting symptoms and progress in the condition of a patient
- Collaborate with the supervising nurse and physicians regarding the progress of the patients
- Maintaining accurate details and reports about the patients
Education
Bachelor of Science (B.S.) - Criminal Justice
Prairie View A&M University
Prairie View, TX12.2015
Skills
- Planning and Problem Solving
- Leadership
- Project Management
- Customer Service
- Interpersonal
- Social Media
- Computer
- Excellent written and verbal communication skills
- Confident speaking abilities
- Empathic listener
- Persuasive speaker
- Public Speaking
- Excellent presentation skills
- Negotiation skills
Leadership Experience
- Mentor-Criminal Justice, Nursing Association
- Mentor-Student Leader, Nursing Association
Timeline
Member Engagement Specialist
BeneLynk (Remote)
07.2025 - Current
Senior Complaint and Appeals Analyst
Aetna/ CVS Health (Remote)
09.2021 - 02.2025
Senior Customer Service Representative
Aetna/CVS Health ( Remote)
02.2021 - 02.2024
Teacher
The Imani School
04.2020 - 03.2021
Case Manager
Thompson Employment
03.2020 - 04.2021
Case Manager
CAAM-D Care Facilities
01.2016 - 04.2021
Intern Nursing Clinic
William P. Hobby Elem.
08.2013 - 08.2014
Residential Service Technician
Prairie View A&M University
01.2012 - 01.2015
Bachelor of Science (B.S.) - Criminal Justice
Prairie View A&M University