Charon Mitchell
Arlington
Summary
I am an experienced customer service professional pursuing a career that would allow me to execute my experience. I am a self-starting, detail-oriented expert with over 20 years’ experience in servicing the general public. My skills include my ability to operate in any setting while being respectful of others as well as being responsible and punctual to effectively work with all individuals in a team environment.
Overview
12
12
years of professional experience
Work History
Sr. Member Advocate
eHealth Insurance
Arlington, TX
10.2020 - 07.2025
- Gather, analyze, interpret, and communicate to Clients and Brokers the requirements and needs to process new groups
- Updated member records to ensure accuracy of demographics, plan changes, and coverage details.
- Support the Client Portal/Resource Center by providing information and responding to questions from Brokers and Clients in addition to resetting and providing login credentials
- Process reports and documents such as renewals, invoices, member downloads, contracts, EOCs and other important documents as requested by either Client or Broker
- Oversaw meticulous entry and upkeep of Medicare member data, guaranteeing alignment with federal regulations and CMS standards.
- Oversaw high-volume call operations for Medicare, Medicaid, and commercial members, enhancing service delivery. Coordinated appointment scheduling and service requests with precision to maintain operational efficiency.
Customer Support Representative
VSP – HQ3
Sacramento, CA
04.2019 - 05.2020
- Answer phones in a professional manner and transferred calls to appropriate departments
- Thoroughly explained in detail how member benefits and vision plan work to support the member needs
- Assisted with deescalating calls from members when request came to speak to a supervisor
- Served as first contact for trouble shooting, issuing access, and resetting passwords to member online portal
- Emailed member benefits and provider locations
- Issued refunds and credits to members after investigating error
Customer Support Representative II
Hunter Douglas Fabrication
Sacramento, CA
02.2017 - 08.2018
- Accepted inbound calls in high volume call center regarding window coverings, shades, and shutters
- Deescalated irate customers with friendly voice and tone
- Assisted companies’ business partners with financial refunds, credits, and replacements
- Responsible for managing email inbox from product “Dealers” requesting new orders and/or follow up inquiries
- Processed and maintained order documents in accordance with company procedures
- Input a variety of data information into various data entry systems and software
Member Service Associate
Sam’s Club
Sacramento, CA
08.2013 - 10.2016
- Explained and assisted potential club members with choosing membership options
- Processed member/customer orders, returns and gave reimbursements
- Provided superior customer service and work quality while demonstrating attention to detail, flexibility, with the ability to resolve problems
- Maintain and updated customers files using company computer software
- Responsible for maintaining and documenting member records related to membership and orders
Education
High School Diploma - Human Service
Valley High School
Sacramento, CA06.2010
Skills
- Types 70 WPM
- Microsoft Office Expert
- Excel Expert
- Multi-System Operation
- Critical Thinking
- Analytical Reasoning
- Data Analysis
- Phone and email etiquette
- Data entry
- Insurance verification
Personal Development
- Efficient under pressure, Enforcement and Demand, Effective Interpersonal Skills
- Strong written and oral communication
Timeline
Sr. Member Advocate
eHealth Insurance
10.2020 - 07.2025
Customer Support Representative
VSP – HQ3
04.2019 - 05.2020
Customer Support Representative II
Hunter Douglas Fabrication
02.2017 - 08.2018
Member Service Associate
Sam’s Club
08.2013 - 10.2016
High School Diploma - Human Service
Valley High School