Alexis Mills
Ashland,United States of America
Summary
Dynamic customer service and operations professional with over 10 years of diverse experience in call center, healthcare, insurance, and fleet management sectors. Expertise in managing high-volume workflows, coordinating complex processes, and consistently delivering exceptional customer service. Currently excelling as a Collision Repair Representative, specializing in claim evaluation, repair coordination, and effective client communication within large-scale fleet operations. Proven track record in problem-solving and claims processing, complemented by advanced proficiency in Microsoft Office tools and a strong commitment to accuracy and efficiency in remote team environments.
Overview
8
8
years of professional experience
Work History
Collision Repair Representative
Element Fleet Management
Remote
02.2022 - Current
- Fleet Management professional supporting the Amazon program, focused on coordinating and facilitating timely repairs across Amazon’s vehicle fleet.
- Act as a critical gatekeeper for the Amazon Redeployment Repair program by managing Awaiting Shop Arrival and Estimate actions, ensuring the repair process starts promptly with no transport or intake blockers.
- Perform detailed research and maintain constant communication with Amazon DSPs, transportation partners, and repair facilities, using high-volume outbound calls to confirm vehicle locations and resolve delays.
- Own the Obtain Shop Estimate workflow by partnering directly with body repair shops to confirm vehicle possession, support estimate creation, and troubleshoot pricing or documentation challenges.
- Accurately review, input, and advance repair estimates within internal systems, moving claims efficiently to review while maintaining data integrity and supporting overall cycle-time reduction.
- Remote
Customer Service Representative
IDES
Remote
11.2020 - 02.2022
- Call center environment answering inbound calls and making outbound calls. Performing many tasks within this position such as Fraud Specialist, Customer Service Agent, and Appointment Scheduler.
- Worked directly with claimants needing to file for unemployment and assisted but filing claims, shutting them down for fraud, and processing appointments for issues on their unemployment claims.
- Daily use of all Microsoft apps including Word Document, Excel, Outlook, and OneDrive.
- Collaborated in a virtual team environment with frequent use of the WebEx app and Microsoft Teams.
Home Health Aide
Community Care Systems Inc
Jacksonville, IL
08.2020 - 09.2020
- Supported clients by performing light housekeeping and laundry services.
- Direct support for the client in everyday tasks such as grooming, grocery shopping, and medication pick up.
- Provided companionship and had an open line of communication with clients to provide best possible quality of care.
- 1 month
Customer Advocate - Benefit Value Advisor
Blue Cross Blue Shield of Illinois
Jacksonville, IL
01.2018 - 08.2020
- Answered incoming call center phone calls and live chats to assist members in understanding their medical insurance.
- In the Benefit Value Advisor position, performed all previous Customer Advocate skills as well as Cost Estimations to members, set up appointments upon request, and provide resources to the members.
- Proficient in medical claims processing and adjusting. Familiar with ICD-10 and ICD-9 codes as well.
- After the promotion to Benefit Value Advisor, I was given the title of a Learning Coach. As a Learning Coach I would assist with new hire classes and perform mock calls, assisted with claims processing training, and assisted new hires with their live call questions after the training class.
- 2 years 7 months
Education
Psychology
Southern New Hampshire University
Hooksett, NHNo Degree - Psychology
Southern New Hampshire University
Hooksett, NHSkills
- Computer skills
- Client service
- Problem-solving
- Team collaboration
- Active listening
- Critical thinking
Timeline
Collision Repair Representative
Element Fleet Management
02.2022 - Current
Customer Service Representative
IDES
11.2020 - 02.2022
Home Health Aide
Community Care Systems Inc
08.2020 - 09.2020
Customer Advocate - Benefit Value Advisor
Blue Cross Blue Shield of Illinois
01.2018 - 08.2020
Psychology
Southern New Hampshire University
No Degree - Psychology
Southern New Hampshire University