Alicia Collins
North Charleston
Summary
Dynamic and highly adaptable customer service and insurance professional with over five years of experience in fast-paced call center environments. Expertise in addressing complex healthcare and insurance needs while consistently delivering exceptional service across multiple platforms. Licensed in Accident, Health, and Sickness insurance, with a proven track record of exceeding performance goals and managing sensitive client data while maintaining professionalism under pressure. Actively pursuing certification in medical coding to enhance healthcare knowledge and skills.
Overview
4
4
years of professional experience
Work History
BV Representative, CVS Health
Everise
05.2025 - 10.2025
- - Assist pharmacy clients with benefit verifications and eligibility for prescriptions.
- - Troubleshoot benefit-related concerns and resolve claim issues efficiently.
- - Document detailed call logs and maintain compliance with HIPAA regulations.
- Remote
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Collaborated with team members to enhance communication and streamline workflows.
Health Insurance Sales Representative
Everise
08.2024 - 10.2025
- - Matched customers with suitable Medicare plans based on their needs and budget.
- - Clearly explained policy benefits, terms, and enrollment procedures.
- - Maintained detailed call logs and achieved high enrollment conversion rates.
- Developed and maintained strong client relationships through effective communication and personalized service.
- Assisted clients in understanding insurance options, ensuring clarity in coverage details.
- Utilized CRM software to track client interactions and manage follow-up communications efficiently.
- Participated in training sessions to stay updated on industry trends and product knowledge enhancements.
Customer Service Representative
H&R Block
12.2024 - 04.2025
- - Provided tax clients with account support and navigated service-related inquiries.
- - Guided users through H&R Block’s digital platforms with professionalism and clarity.
- - Maintained high call accuracy while ensuring timely resolutions.
Insurance Agent / Customer Service Rep
ResultsCX
11.2022 - 01.2023
- - Studied for and obtained insurance license while assisting clients with policy selection.
- - Offered guidance on health coverage to help customers maximize benefits.
Data Entry Clerk
UnitedHealth Group
08.2022 - 09.2022
- - Entered and maintained customer account data with strong attention to detail.
- - Identified data discrepancies and prioritized tasks to meet daily targets.
- Remote
Customer Service Representative
iQor
08.2021 - 01.2022
- - Processed billing payments and resolved account issues for telecom clients.
- - Met daily goals of 30+ payments while maintaining low call handle time.
Education
Certified Professional Coder (CPC) Program -
AAPC
BioMed Pathway Graduate - Biomedical Sciences
Fort Dorchester High School
North Charleston, SC06-2020
License - Health, Sickness, & Accident Insurance
Health And Accident Insurance License
South Carolina09.2022
Skills
- Customer Service
- Insurance sales expertise
- Medical Terminology
- Call Center Operations
- Data Entry
- Microsoft Office
- Communication
- Documentation Review
- Customer support
- Goal-oriented mindset
- Data entry proficiency
- Customer relations
Timeline
BV Representative, CVS Health
Everise
05.2025 - 10.2025
Customer Service Representative
H&R Block
12.2024 - 04.2025
Health Insurance Sales Representative
Everise
08.2024 - 10.2025
Insurance Agent / Customer Service Rep
ResultsCX
11.2022 - 01.2023
Data Entry Clerk
UnitedHealth Group
08.2022 - 09.2022
Customer Service Representative
iQor
08.2021 - 01.2022
Certified Professional Coder (CPC) Program -
AAPC
BioMed Pathway Graduate - Biomedical Sciences
Fort Dorchester High School
License - Health, Sickness, & Accident Insurance
Health And Accident Insurance License