Olivia Lovelace
Dayton,OH
Summary
Detail-oriented and highly reliable customer service professional with extensive experience in both in-person and remote customer service roles across healthcare, insurance, retail, and emergency support industries. Adept at adapting quickly to new systems, challenges, and environments—whether working independently or as part of a team. Skilled at thriving in fast-paced, high-pressure settings while maintaining accuracy, professionalism, and empathy. Known for strong attention to detail, excellent organizational skills, and the ability to manage multiple priorities without losing focus. Comfortable working with diverse groups of people, communicating effectively, and collaborating to meet shared goals. Whether resolving issues over the phone or providing hands-on service, I bring a flexible, dependable, and service-driven approach to every role.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Roadside Assistant (work from home)
AAA Club Alliance
12.2023 - Current
- Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materials
- Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations
- Use of online mapping tools to determine Member breakdown location and establishing the tow to destination
- Actively listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member, etc.) and make sound decisions concerning prioritization of service
- Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as needed
- Ensure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call
- Improved company reputation by maintaining a professional demeanor and delivering exceptional service during challenging situations.
- Resolved conflicts professionally when dealing with challenging circumstances or customer complaints regarding service quality or timeliness.
Client Advisor (Temporary Position) call center
RetireMed
08.2023 - 11.2023
- As a Client Advisor at RetireMed, I played a crucial role in providing comprehensive support to clients through various channels, including telephone, email, online chats, and written correspondence, addressing inquiries related to their Medicare insurance benefits. My focus was on proactively resolving client questions and concerns, utilizing computer-based resources to navigate insurance plans. I served as an advocate for clients, explaining benefits, addressing claim concerns with other insurance companies, and assisting in the transition to new health insurance plans when necessary. I meticulously maintained client records in the CRM system, ensuring accuracy and detailed documentation of each interaction. Proactively engaging with clients through outbound calls, I ensured their health plans met their needs and that they fully understood and utilized their benefits.
- Additionally, I remained compliant with Centers for Medicare & Medicaid regulations and RetireMed policies, while also handling claims, appeals, and conducting in-person or phone appointments to explain insurance plan information
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
Client Advisor (Temporary Position) call center
RetireMed
08.2023 - 11.2023
- As a Client Advisor at RetireMed, I played a crucial role in providing comprehensive support to clients through various channels, including telephone, email, online chats, and written correspondence, addressing inquiries related to their Medicare insurance benefits. My focus was on proactively resolving client questions and concerns, utilizing computer-based resources to navigate insurance plans. I served as an advocate for clients, explaining benefits, addressing claim concerns with other insurance companies, and assisting in the transition to new health insurance plans when necessary. I meticulously maintained client records in the CRM system, ensuring accuracy and detailed documentation of each interaction. Proactively engaging with clients through outbound calls, I ensured their health plans met their needs and that they fully understood and utilized their benefits.
- Additionally, I remained compliant with Centers for Medicare & Medicaid regulations and RetireMed policies, while also handling claims, appeals, and conducting in-person or phone appointments to explain insurance plan information
Intake Admissions Specialist (Temporary Position) call center
Alternate Solutions Health Network
04.2021 - 07.2023
- I managed daily patient referral and intake operations, ensuring efficient processing. Coordinated care by communicating with multiple service providers and maintained positive relationships with current and potential referral sources. Conducted follow-ups with patients to measure satisfaction with Start of Care and provided services. Stayed updated on Center for Medicare and Medicaid Services guidelines to ensure compliance
- Data entry
- Remote
- Phones
- Use of EMR/EHR systems (epic, ensocare)
Customer Service Representative II (web Support) call center
MetLife
06.2018 - 12.2020
- I served as a Customer Service Representative at MetLife, specializing in web support. In this role, I managed inbound calls, providing assistance to customers navigating the company website. My responsibilities included guiding customers through online registration, facilitating password resets, and employing various troubleshooting techniques. Additionally, I collaborated with the Transition Solutions Department, aiding individuals in scenarios such as leaving a company, retiring, or being on disability. In this capacity, I facilitated the continuation of life insurance benefits by connecting them with licensed insurance agents to address their evolving insurance needs.
- (Also was a remote position for a short period)
Environmental Service Worker
Miami Valley hospital
11.2016 - 12.2017
- As an Environmental Services Worker, I was responsible for keeping assigned areas clean, safe, and well-maintained. I followed all safety protocols and used personal protective equipment properly. My duties included cleaning sterile areas like operating rooms and MRI rooms, handling both regular and hazardous waste, and operating equipment such as laundry machines and waste processors. I also delivered supplies, changed curtains, kept records of my daily tasks, and made sure equipment was stored correctly. I stayed flexible with my schedule, especially during staff shortages, and always maintained a professional attitude when interacting with patients and staff. I also reported any equipment issues promptly to the appropriate department.
Cashier and Customer Service
Speedway llc
02.2015 - 10.2016
- I worked as a cashier at Speedway, where I handled day-to-day operations at the front register, processed customer transactions, and provided friendly, efficient service. I was responsible for cleaning the entire gas station, including restrooms and common areas, and made sure shelves were fully stocked and organized. I helped manage deliveries by checking in shipments of snacks, beverages, fuel-related items, and other products to ensure accuracy and proper placement. I also answered phone calls as needed and supported overall store operations during my shifts.
Education
High School Diploma -
Madison High School
Trotwood, OHSkills
- Proficient in fast-paced production settings
- Account Management
- Demonstrates effective customer service skills
- Salesforce
- Sales
- Makes decisions in an informed, confident, and timely manner
- Time management
- Cold Calling
- Responsive to evolving requirements
- Strong attention to detail
- HIPAA
- Customer service
- Maintains high levels of organization and efficiency
- Epic
- Communication skills
- Computer skills
- Experienced with Microsoft Office applications
- Medical Records
- Medical Office Experience
- Proactive problem identification and resolution
- Negotiation
- Organizational skills
- Experienced with Excel, Word, and CRM software
Certification
Driver's License
Timeline
Roadside Assistant (work from home)
AAA Club Alliance
12.2023 - Current
Client Advisor (Temporary Position) call center
RetireMed
08.2023 - 11.2023
Client Advisor (Temporary Position) call center
RetireMed
08.2023 - 11.2023
Intake Admissions Specialist (Temporary Position) call center
Alternate Solutions Health Network
04.2021 - 07.2023
Customer Service Representative II (web Support) call center
MetLife
06.2018 - 12.2020
Environmental Service Worker
Miami Valley hospital
11.2016 - 12.2017
Cashier and Customer Service
Speedway llc
02.2015 - 10.2016
High School Diploma -
Madison High School
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