Carlie Chaney
Humana
Port St Lucie,FL
13
years of professional experience
Dynamic Customer Service Agent with a proven track record at Humana, excelling in problem resolution and empathetic communication. Skilled in data entry and call management, I effectively resolved member inquiries, enhancing customer satisfaction and loyalty. Committed to delivering accurate solutions while maintaining compliance and service excellence in high-pressure environments.
Work History
Customer Service Agent
3 Months- Resolved member inquiries regarding benefits, claims, and coverage with clear, compliant communication.
- Documented call details accurately in CRM systems to maintain complete service records.
- Navigated Medicare and Medicaid guidelines to answer policy questions and support eligibility reviews.
- Processed prior authorization requests and routed cases to appropriate internal departments.
- Documented call details and case notes in CRM systems to support compliant follow-up.
- Resolved member inquiries regarding benefits, claims, and eligibility with accurate, timely responses.
- Explained Medicare and insurance coverage information using clear, empathetic communication.
- Routed complex issues to appropriate departments while maintaining service continuity.
- Verified member information and protected confidential data in accordance with HIPAA guidelines.
- De-escalated difficult conversations by applying active listening and problem-solving techniques.
- Processed routine service requests, updates, and account changes with strong attention to detail.
- Adapted quickly to system updates, policy changes, and evolving service procedures.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Escalation Specialist
5 Years 8 Months- Resolved escalated customer concerns with accurate account, order, and billing review.
- Documented call details and service actions in CRM for consistent follow-up.
- Communicated policy updates covering return options and resolution steps with professional guidance.
- De-escalated difficult conversations while maintaining customer satisfaction and service standards.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with support teams to complete complex cases and prevent repeat contact.
- Maintained quality documentation and task prioritization to support efficient case resolution.
- Applied product and policy knowledge to deliver accurate solutions across high-volume calls.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
Receptionist
5 Years 8 Months- Greeted visitors and routed calls, messages, and inquiries to appropriate staff
- Managed front desk calendar, scheduling appointments and coordinating meeting rooms
- Maintained accurate visitor logs, contact records, and office documentation
- Responded to client questions with professional phone and email communication
- Prepared reception area materials and ensured organized, welcoming office environment
- Processed incoming mail, deliveries, and distribution to internal departments
- Resolved routine front desk issues promptly while maintaining service standards
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
Education
No Degree - Business Administration
High School Diploma
Skills
Customer service
Data entry
Problem resolution
Outstanding communication skills
Call center experience
Empathetic and genuine
Active listening
Customer complaint resolution
Customer relations
Complaint handling
Service-oriented self-starter
Call control
Live chat support
Inbound call management
Payment processing
Inbound customer service
Task prioritization
Cultural awareness
Microsoft outlook
Microsoft Excel
Critical thinking
Administrative support
Technical support
Timeline
Customer Service Agent
Humana
07.2026 - CurrentRead More
Escalation Specialist
QVC Call Center
09.2019 - 05.2025Read More
Receptionist
Hearthside Realty
01.2014 - 09.2019Read More
Southern New Hampshire University
No Degree from Business Administration
Read More
Town of Webb
High School Diploma
Read More