Alyona Imes
Celina
Summary
Calm, detail-oriented, and dependable professional with extensive experience in high-volume call environments and compliance-driven roles. Skilled in managing sensitive information, communicating clearly under pressure, and maintaining composure during stressful situations. Strong active listener with the ability to assess needs quickly, follow protocols accurately, and provide clear instructions. Committed to professionalism, accuracy, and community service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Life & Health Insurance Agent (Seasonal)
eHealth
Remote
06.2025 - 02.2026
- Managed high-volume inbound and outbound calls while maintaining accuracy and compliance standards
- Collected and verified detailed personal information with precision
- Explained complex policies clearly and calmly to diverse populations
- Handled objections and emotionally sensitive situations with professionalism
- Maintained strict confidentiality and regulatory compliance
Client Service Representative I
Quest Diagnostics
Remote, USA
06.2023 - 02.2025
- Communicated sensitive health-related information with empathy and accuracy
- Followed strict HIPAA and documentation guidelines
- Managed high call volumes while maintaining composure and attention to detail
- De-escalated frustrated or anxious clients professionally
- Accurately documented interactions in real-time systems
Account Support (Seasonal)
THEbenefitsHUB /
Remote, USA
02.2022 - 09.2022
- Assisted users during high-volume benefits enrollment periods
- Provided technical and procedural support via phone and email
- Gathered and documented critical user information accurately
- Followed structured procedures and strict timelines
- Resolved technical issues for users, ensuring efficient system functionality.
- Provided Client / Broker account support to the assigned Account Representative during the high-volume benefits enrollment season.
Customer Lending Representative
loanDepot
Remote, USA
06.2021 - 02.2022
- Handled high-volume inbound calls in a fast-paced financial services environment
- Verified client information and assessed needs accurately
- Consistently met quality assurance and compliance standards
- Maintained confidentiality of sensitive financial information
Substitute Teacher
ESS Education
Denton, TX
09.2020 - 06.2021
- Managed classrooms and followed structured lesson plans
- Supported student engagement and maintained classroom structure
- Adapted quickly to different grade levels and learning environments
- Maintained a safe, respectful, and organized learning space
Education
High School Diploma -
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA02-2027
Skills
- High-Pressure Communication
- Active Listening & Information Gathering
- Crisis Response & De-escalation
- Multi-Line Phone Systems
- Accurate Data Entry & Documentation
- Confidentiality & Regulatory Compliance
- Protocol & Policy Adherence
- Conflict Resolution
- Time Management & Multitasking
- Customer Service Excellence
Certification
Licensed Life & Health Insurance Agent – Active in 34 States
Additional Qualifications
- Able to remain calm and focused in high-stress environments
- Strong typing and computer navigation skills
- Comfortable working flexible schedules, including nights, weekends, and holidays
- Experience handling confidential and sensitive information
- Quick decision-making skills with strong attention to detail
- Team-oriented with a strong sense of responsibility and integrity
Timeline
Life & Health Insurance Agent (Seasonal)
eHealth
06.2025 - 02.2026
Client Service Representative I
Quest Diagnostics
06.2023 - 02.2025
Account Support (Seasonal)
THEbenefitsHUB /
02.2022 - 09.2022
Customer Lending Representative
loanDepot
06.2021 - 02.2022
Substitute Teacher
ESS Education
09.2020 - 06.2021
High School Diploma -
Bachelor of Science - Business Administration
Liberty University