Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Chelsea Wells

Hamilton,OH

Summary

Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.

Overview

3
3
years of professional experience

Work History

Inbound Contacts Representative 3

Humana
Remote
08.2021 - Current
  • Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Ensured compliance with company policies when resolving customer escalations.
  • Conducted research on customer inquiries and identified solutions for complex problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Tracked progress on open cases to ensure timely resolutions were provided to customers.
  • Analyzed data from various sources to identify areas of improvement regarding the escalation process.
  • Answered incoming phone calls, emails and tickets escalated to the team.
  • Maintained up-to-date records of all interactions with customers in the ticketing system.
  • Created reports related to customer escalations, trends, root causes and resolution timeframes.
  • Assisted junior team members in understanding escalation process and resolving challenging cases.
  • Collaborated with others to discuss new opportunities.

Subject Matter Expert

Humana
Remote
07.2021 - Current
  • Guided team members on refining procedures to improve outcomes.
  • Offered one-on-one support for team members and managers to drive continuous improvement.
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
  • Researched and analyzed claim information to determine validity of coverage.
  • Maintained accurate documentation of all claim activities in accordance with company policies.
  • Guided employees in handling difficult or complex problems.
  • Evaluated and motivated employees to continuously develop and grow in both performance and knowledge.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.

Inbound Contacts Representative 2

Humana
Remote
10.2020 - 08.2021
  • Greeted customers and responded to inquiries in a timely manner.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Utilized broad knowledge to recommend solutions to potential customers.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Maintained customer interaction and activity records in CRM system.
  • Consistently met daily performance goals set by management team members.
  • Participated in training sessions designed to improve overall job performance.

Education

Associate of Applied Science - Business

Pima Community College
Tucson, AZ

Skills

  • Customer Support
  • Records Management
  • Technical Troubleshooting
  • Staff Training
  • Business Development
  • Claims Investigation
  • Policy Knowledge
  • Conflict Resolution
  • Documentation Research
  • CIS pro
  • CAS
  • Power BI

Affiliations

  • Reading
  • Stained Glass

Timeline

Inbound Contacts Representative 3

Humana
08.2021 - Current

Subject Matter Expert

Humana
07.2021 - Current

Inbound Contacts Representative 2

Humana
10.2020 - 08.2021

Associate of Applied Science - Business

Pima Community College

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Chelsea Wells