KaLema Hairston
Charlotte,North Carolina
Summary
Results-driven Customer Care Associate with extensive experience in insurance, healthcare, and financial services environments. Proven ability to manage high-volume inbound and outbound calls while delivering accurate, compliant, and customer-focused solutions. Skilled in cross-functional collaboration, case resolution, and policy servicing. Strong focus on key performance metrics including Average Handle Time (AHT), After Call Work (ACW), First Call Resolution
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Vanguard Financial Group
Benefit Verification Specialist
Lash Group
Customer Care Associate (CCA)
The Jacobson Group
01.2025 - Current
- Manage high-volume inbound and outbound calls, assisting customers with policy inquiries, account updates, and service requests
- Provide detailed support on policy benefits, coverage, and status while ensuring accuracy and compliance
- Process and update customer payments efficiently, maintaining strong attention to detail
- Collaborate with internal departments to follow up on complex cases and secure additional information
- Submit requests for document generation and delivery, ensuring timely completion
- Assist customers with application processing and required documentation
- Performance Highlights:
- Consistently meet or exceed Average Handle Time (AHT) targets through efficient call management
- Maintain low After Call Work (ACW) times by streamlining documentation and case notes
- Achieve strong First Call Resolution (FCR) and customer satisfaction outcomes
- Maintain high accuracy and compliance in payment processing and policy updates
Customer Service Representative
TransAmerica
02.2024 - 05.2025
- Handled Long-Term Care (LTC) policyholder inquiries regarding premiums, benefits, and coverage
- Ensured compliance with HIPAA regulations and fraud prevention protocols
- Updated customer demographic information and processed service requests in a timely manner
- Documented all customer interactions while adhering to strict performance and quality metrics
- Utilized internal systems and resources to deliver accurate and efficient service
- Performance Highlights:
- Maintained AHT within targeted performance range
- Demonstrated consistent ACW efficiency and thorough documentation practices
- Delivered high-quality service aligned with QA standards and compliance requirements
Education
Bachelor of Arts - Human Services
University of Phoenix
High School Diploma - undefined
Sun Valley High School
Skills
Inbound & Outbound Call Handling
Policy & Benefits Support
Payment Processing
Case Management
Cross-Functional Collaboration
Documentation & Compliance
HIPAA Compliance
CRM Systems
Performance Metrics (AHT, ACW, FCR, QA)
Customer Retention & Satisfaction
Customer Service
Insurance Verification
Data Entry
Microsoft Office
Time Management
Communication (Verbal & Written)
Organization
Administrative Support
Account Management
Problem Solving
Attention to Detail
Timeline
Customer Care Associate (CCA)
The Jacobson Group
01.2025 - Current
Customer Service Representative
TransAmerica
02.2024 - 05.2025
Customer Service Representative
Vanguard Financial Group
Benefit Verification Specialist
Lash Group
Bachelor of Arts - Human Services
University of Phoenix
High School Diploma - undefined
Sun Valley High School