Chelsea Cox
Charlotte,NC
Summary
Detail-oriented and customer-focused professional with 10+ years of experience in high-paced customer service, healthcare benefits verification, technical support, and hospitality. Strong communicator with proven ability to resolve complex issues, maintain HIPAA compliance, and deliver exceptional customer experiences across phone and chat platforms.
Overview
4
4
years of professional experience
Work History
Technical Support Advisor
VXI Solutions
08.2025 - Current
- Provide top-tier customer support via phone and chat, ensuring timely and accurate issue resolution.
- Troubleshoot technical issues related to iOS devices and other consumer technology products.
- Guide customers step-by-step through technical solutions using clear and empathetic communication.
- Handle account and billing inquiries while maintaining accuracy and confidentiality.
- Document all customer interactions thoroughly to ensure continuity and compliance.
Retention Specialist
Spectrum
02.2025 - 06.2025
- Deliver professional and courteous customer support to ensure high levels of satisfaction and retention.
- Meet or exceed weekly and monthly performance goals using effective customer save techniques.
- Resolve billing inquiries, pricing questions, and account-related concerns.
- Clearly explain products and services to promote continued customer engagement and loyalty.
Benefits Verification Specialist
CVS Specialty Pharmacy Care Team
10.2023 - 01.2025
- Verified patient insurance benefits and eligibility while maintaining HIPAA compliance.
- Conducted benefit investigations, obtained prior authorizations, and resolved coverage discrepancies.
- Ensured high accuracy and attention to detail when processing insurance information.
- Assisted patients and providers with insurance and authorization inquiries.
- Maintained compliance with healthcare regulations, policies, and procedures.
Night Auditor
Hilton Garden Inn
12.2021 - 02.2023
- Generated daily financial and operational reports, including occupancy and revenue summaries.
- Reconciled daily hotel accounts, ensuring accuracy in charges, payments, and refunds.
- Delivered excellent guest service during check-in/check-out and overnight operations.
- Managed guest reservations, inquiries, and issue resolution promptly and professionally.
- Utilized Microsoft Office tools to maintain records, reports, and correspondence.
- Assisted with breakfast setup and ensured cleanliness and guest satisfaction.
- Proactively upsold room upgrades and services to increase revenue.
Education
Bachelor of Science - Biology
Norfolk State University
Norfolk, Virginia, VA05-2028
No Degree - Dual Enrollment Courses
Tidewater Community College
Portsmouth, VA05-2016
High School Diploma -
Woodrow Wilson High School
Portsmouth, VA01-2016
Skills
- Customer Service & Issue Resolution
- Technical Support (iOS & Devices)
- Insurance Verification & Prior Authorizations
- HIPAA Compliance & Confidentiality
- Billing & Account Support
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Call Documentation & CRM Systems
- Strong Written & Verbal Communication
Timeline
Technical Support Advisor
VXI Solutions
08.2025 - Current
Retention Specialist
Spectrum
02.2025 - 06.2025
Benefits Verification Specialist
CVS Specialty Pharmacy Care Team
10.2023 - 01.2025
Night Auditor
Hilton Garden Inn
12.2021 - 02.2023
Bachelor of Science - Biology
Norfolk State University
No Degree - Dual Enrollment Courses
Tidewater Community College
High School Diploma -
Woodrow Wilson High School