Cheri Green
Fort Lauderdale
Summary
Compassionate and solutions-focused Customer Service Professional with over 6 years of experience in high-volume call center environments, including healthcare and insurance settings. Proven ability to calmly resolve complex customer concerns, de-escalate tense situations, and deliver exceptional service via phone, email, chat, and social media. Skilled in accurate documentation, payment processing, and identifying opportunities to enhance customer satisfaction. Recognized for empathy, patience, and maintaining composure under pressure.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative – Healthcare Division
Aetna, a CVS Health Company
03.2021 - Current
- Handled 80–100 inbound calls daily from members inquiring about benefits, claims status, provider networks, and billing issues in a fast-paced healthcare environment.
- Calmly de-escalated frustrated or emotional callers, achieving a 94% customer satisfaction rating (top 10% of team).
- Resolved 90%+ of inquiries on first contact by actively listening, researching accounts, and providing clear, accurate explanations of complex insurance matters.
- Processed payment arrangements, explained EOBs, and assisted with prior authorization questions.
- Accurately documented all interactions in Facets and Salesforce for auditing and quality assurance purposes.
- Identified and escalated clinical or urgent issues to supervisors or case managers per protocol.
- Consistently met or exceeded quality and productivity metrics while maintaining HIPAA compliance.
Senior Customer Care Specialist
Alorica
01.2019 - 02.2021
- Provided phone, email, and chat support to Medicare beneficiaries and caregivers regarding plan benefits, pharmacy, and enrollment.
- Recognized as “Agent of the Month” 4 times for exceptional handling of difficult calls and high first-call resolution rates.
- Trained 12 new hires on de-escalation techniques, system navigation, and scripting best practices.
- Assisted members with sensitive health-related concerns while demonstrating empathy and professionalism.
Customer Service Representative
Teleperformance
06.2017 - 12.2018
- Managed high-volume inbound calls, emails, and social media inquiries across multiple campaigns.
- Processed payments, refunds, and billing adjustments with 99.8% accuracy.
- Upsold products and services when appropriate, contributing to team sales goals.
Education
Associate of Arts - Health Services Administration
Broward College
Fort Lauderdale, FL05.2019
Skills
- CRM Systems: Facets, Salesforce, Zendesk, Avaya, Cisco Finesse
- Microsoft Office Suite (Word, Excel, Outlook)
- Dual-monitor proficiency & 55 WPM typing speed
Certification
- HIPAA Compliance Training (2025)
- Certified Customer Service Professional (CCSP) – 2022
- De-escalation and Conflict Resolution – Aetna University
- Medicare & Medicaid Basics – Humana University
Core Competencies
- Patient & Customer De-escalation
- Multi-Channel Support (Phone, Email, Chat, Social Media)
- Healthcare & Insurance Knowledge (Claims, Benefits, Billing)
- Issue Resolution & Critical Thinking
- Accurate Data Entry & Call Logging (CRM Systems)
- Payment Processing & Upselling
- HIPAA Compliance & Confidentiality
- Empathy-Driven Communication
Timeline
Customer Service Representative – Healthcare Division
Aetna, a CVS Health Company
03.2021 - Current
Senior Customer Care Specialist
Alorica
01.2019 - 02.2021
Customer Service Representative
Teleperformance
06.2017 - 12.2018
Associate of Arts - Health Services Administration
Broward College