Carolyn Railey
Remote
Summary
Customer service professional with a track record of achieving 95% accuracy in account issue resolution at Humana. Skilled in data validation and management of confidential information. Excels in high-pressure environments, ensuring customer satisfaction through effective communication and problem-solving. Recognized for enhancing operational efficiency and delivering exceptional support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Remote Inbound Customer Service Representative II
Humana
Louisville, USA
02.2023 - Current
- Handled up to 80 calls daily assisting customers with account issues with average 95% accuracy.
- Resolved complaints and followed up to ensure customer satisfaction.
- Logged interactions and outcomes in CRM software.
Remote Fraud Detection Customer Representative
PSCU
St. Petersburg, USA
08.2022 - 01.2023
- Maintained company policy performance standards, consistently achieving 80% or higher in monthly metrics, resulting in recognition for outstanding team contribution
- Managed a high volume of inbound calls handling up to 70 calls daily assisting customer with bank fraud issues
- Identified potentially fraudulent activity, promptly alerted customers to minimize financial impact
Remote Data Entry/Customer Service Representative
Turbo Tax-Omni Interactions
Remote, USA
05.2022 - 08.2022
- Processed accurate data entry and validation of critical customer information using CRM software
- Improved tax preparation procedures, ensuring attention to detail and efficiency in client service delivery.
- Delivered customer support and clarification on tax issues to clients, promoting transparency and informed decision-making.
Remote Medical Billing Insurance Collections Representative
Isaiah House, Inc.
Chaplin, USA
09.2019 - 03.2022
- Managed accounts receivable, achieving a decrease in outstanding balances using effective collections strategies
- Processing and posting payments from various insurance companies.
- Reviewing medical codes and verifying data entry, leading to a reduction in billing discrepancies.
Medical Records Representative
Edwards Healthcare Services
Louisville, USA
05.2019 - 09.2019
- Handled up to 60 daily insurance verification calls to physician offices, ensuring complete documentation in CRM software for medical records requests
- Prioritized and managed medical records efficiently to uphold patient care standards and maintain accurate records of collection activities
- Addressed customer inquiries and resolved complaints with empathy, enhancing customer satisfaction and fostering repeat business
Administrative Assistant
MedAssist-Central Baptist Hospital
Lexington, USA
09.2018 - 04.2019
- Maintained office organization, digital records, and schedules
- Assisted with data entry, filing, and interdepartmental communication
- Handled email responses and supported administrative tasks
Education
Associate of Science - Business Administration and Management
University of the Cumberlands
Williamsbg, KY09.2023
Skills
- 10-key typing and data entry
- Excel and Google Sheets
- Data validation and accuracy
- Confidential information management
Certification
Medical Billing Specialist, 07/2025
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Remote Inbound Customer Service Representative II
Humana
02.2023 - Current
Remote Fraud Detection Customer Representative
PSCU
08.2022 - 01.2023
Remote Data Entry/Customer Service Representative
Turbo Tax-Omni Interactions
05.2022 - 08.2022
Remote Medical Billing Insurance Collections Representative
Isaiah House, Inc.
09.2019 - 03.2022
Medical Records Representative
Edwards Healthcare Services
05.2019 - 09.2019
Administrative Assistant
MedAssist-Central Baptist Hospital
09.2018 - 04.2019
Associate of Science - Business Administration and Management
University of the Cumberlands
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