Alexas Stover
Fort Stewart,GA
Summary
Customer-focused Humana associate with experience supporting inbound member and provider contacts, resolving inquiries, documenting interactions, and applying internal processes to deliver accurate and timely service. Skilled in communication, issue resolution, research, workflow navigation, and maintaining professionalism in a high-volume contact environment. Interested in contributing to the ARSOS department by applying strong service, operational support, documentation, and cross-functional collaboration skills.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Inbound Customer Service Representative
Humana
Louisville, KY
08.2023 - Current
- Handled inbound customer contacts efficiently, addressing inquiries and concerns.
- Assisted customers with inquiries and resolved issues efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Managed customer complaints with professionalism and empathy.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted follow-up calls to ensure customer satisfaction and retention.
- Documented customer interactions accurately in company databases.
- Utilized CRM software to track customer interactions and feedback.
- Collaborated with team members to improve service processes and workflows.
- Trained new representatives on customer service protocols and best practices.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Communicated professionally with customers to foster positive interactions.
- Navigated internal systems to access and manage customer information.
- Conducted research to resolve customer issues effectively and promptly.
- Adhered to processes and maintained quality standards in service delivery.
- Assisted in escalation processes for unresolved customer concerns.
- Managed time effectively to prioritize customer service tasks.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Handled sensitive information with strict adherence to HIPAA regulations.
- Provided operational support to ensure smooth service delivery.
- Throughout the year, I contributed to multiple new hire classes by acting as a subject matter expert and producer. I provided guidance, answered process and role-related questions, supported the flow of training sessions, and helped create an engaging and welcoming environment for new associates.
- By sharing knowledge and supporting class operations, I helped strengthen the onboarding experience and contributed to new hire readiness. This also allowed me to model Humana’s values through collaboration, responsiveness, and a commitment to helping others succeed.
Education
High School Diploma -
Parkwood High School
Monroe06-2010
Skills
Customer support
- Customer service
- Customer relationship management
- CRM software
- CRM data management
- CRM navigation
- Call center operations
- High-volume call centers
- Call documentation
- Documentation accuracy
- Issue resolution
- Complaint handling
- Technical troubleshooting
- Issue research
- Operational support
- Account updating
- Payment processing
- Process adherence
- Training experience
- Team collaboration
- Time management
- Adaptability to change
- Stress management
- Conflict resolution
- Active listening
- HIPAA compliance
- Customer service
- CI and CAS handling
- HIPAA compliance
Certification
- Subject Matter Expert
- Producer
- HIPAA/Privacy and Security Training- Humana
- Customer Service/ Contact Center training - Humana
Professional Strengths
- Dependable and service-oriented
- Detail-focused documentation
- Strong verbal and written communication
- Able to work independently and within a team
- Adaptable to changing processes and priorities
- Committed to accuracy, compliance, and positive member experience
Relevant Experience for Team Lead
- Strong background in high-volume contact support and service operations.
- Experience researching information across multiple systems to support accurate issue resolution.
- Ability to follow structured workflows and department procedures.
- Comfortable documenting actions clearly for auditability and continuity.
- Skilled at identifying process gaps, asking clarifying questions, and escalating appropriately.
- Demonstrated ability to remain professional and calm while supporting complex or sensitive inquiries.
Summary
Dedicated Humana associate with experience in inbound contact support, issue resolution, compliance-focused documentation, and customer service. Known for reliability, strong communication, adaptability, and willingness to support peers. Prepared to step into a Team Lead role by helping coach associates, promote engagement, improve processes, and support team goals while maintaining a customer-focused and compliant work environment.
Timeline
Inbound Customer Service Representative
Humana
08.2023 - Current
High School Diploma -
Parkwood High School