Aliesha Roberts

Investigated complaints submitted against Sales Agents to verify if complaint was in violation of the marketing and sales of a Humana Medicare Plan (MA, MA-PD and / or PDP).

• Gathered evidentiary items, supporting a comprehensive investigation of allegations of misconduct to produce fact-based outcomes.

• Applied highly developed critical thinking skills in analysis of evidentiary items to support the production of final compliance investigation reports.

• Provided oversight of offshore investigation team activities, reviewing quality, and recommending amendments to align with Humana standards and regulator's expectations.
• Maintained multiple systems across the organization, ensuring investigative efforts were compliant and consistent.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Proved successful working within tight deadlines and a fast-paced environment.
• Learned and adapted quickly to new technology and software applications.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Participated in training programs to enhance product knowledge and customer service skills.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Provides peer-to-peer support to unit families
• Serves as a link between unit leadership and families
• Provides information and referral assistance to families during crisis
• Welcomes families and cultivates relationships within the unit
• Maintains and updates community resources and services
• Actively participates in unit's Hails & Farewells, squadron functions, spouses' group functions, and A&FRC meetings/training
• Tracks and maintains a unit family call log; records action taken and provides feedback regarding family readiness issues
• Troubleshoots issues and reports back to families and/or unit team
• Serves as a role model/mentor for unit spouses
• Attends scheduled meetings with the Unit Commander and/or First Sergeant and provides feedback regarding family readiness issues
• Records volunteer hours and information disseminated on a data spreadsheet
• 12 hours of training (KEY SPOUSE Program Course, Heart Link Orientation, and Suicide Awareness)
• Continuing education to remain current on Air Force and command trends/issues
• Organized special events and activities for spouses, promoting camaraderie and morale within the community.
• Actively participated in local spouse groups to stay informed about ongoing initiatives that could benefit those served within the Key Spouse Mentor program.
• Implemented innovative solutions for common challenges faced by military spouses, promoting self-reliance and resilience.
• Streamlined resource distribution by maintaining an up-to-date database of relevant contacts and organizations.
• Worked closely with Family Readiness Officers to address concerns or issues affecting military families in a timely manner.
• Provided guidance to new Key Spouse Mentors, ensuring continuity of the program''s objectives and goals.
• Coordinated volunteer opportunities for spouses interested in giving back to their community or gaining professional experience while supporting fellow military families.
• Promoted a positive image of the Key Spouse Mentor program through public speaking engagements, generating interest and participation from potential volunteers.
• Conducted regular check-ins with assigned families, offering empathetic listening and practical advice as needed.
• Evaluated program effectiveness regularly by gathering feedback from participants, making adjustments as needed to better serve the community''s needs.

• Handled payment processing and provided customers with receipts and proper bills and change
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
• Prepared daily shift close reports and balanced cash register to accurately reflect all transactions
• Answered and directed incoming calls using multi-line telephone system
• Answered phone calls, provided information to callers and connected callers to appropriate people
• Managed customer complaints and rectified issues to complete satisfaction
• Pulled and organized requested documentation
• Processed payments and updated accounts to reflect balance changes
• Sorted incoming mail and directed to correct personnel each day
• Maintained front office cleanliness and organized supplies to increase clubs task productivity
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor
• Documented conversations with customers to track requests, problems and solutions
• Relayed productive customer feedback to sales and management teams
• Trained new employees on procedures and policies to maximize team performance
• Worked with supervisors and management to develop customer service improvement initiatives
• Exceeded company productivity standards on consistent basis

• Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
• Sold various products by explaining unique features and educating customers on proper application
• Built and maintained relationships with peers and upper management to drive team success
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
• Built trusting relationships with customers by making personal connections
• Trained all new sales employees on effective sales, service and operational strategies to maximize team performance
• Worked with fellow sales team members to achieve group targets