Khalia Hailey
Charlotte
Summary
Highlymotivated and customer-focused professional with a proven track record in remote customer service roles. Skilled in handling routine inquiries, providing excellent communication and problem-solving, and delivering exceptional service. Adept at problem-solving and strong communication skills aimed at ensuring customer satisfaction and driving company growth.
Overview
10
10
years of professional experience
2026
2026
years of post-secondary education
Work History
Lead Customer Service Agent
Elevance Health
01.2021 - Current
- Assisted 50–70 Medicare members daily with inquiries related to coverage, benefits, claims, and billing
- Verified eligibility and benefits, providing clear explanations of Medicare Advantage and supplemental plan options
- Guided members through enrollment, claim submissions, and appeals, ensuring a smooth and accurate process
- Maintained HIPAA-compliant records in electronic health systems with 99% accuracy
- Resolved member concerns efficiently, achieving 95% first-contact resolution and high satisfaction ratings
- Educated members on preventive care, wellness programs, and available healthcare resources
- Escalated complex issues to appropriate departments while maintaining a professional and empathetic approach
- Met or exceeded performance metrics, including call quality, response time, and member satisfaction
Customer Service Representative
Page Testing Solutions LLC
Greensboro
01.2019 - 01.2022
- Responded to high-volume inbound calls assisting patients with billing, insurance coverage, and appointment scheduling
- Verified patient insurance eligibility and processed claims inquiries with accuracy
- Maintained patient records in EHR systems while ensuring HIPAA compliance
- Resolved customer concerns efficiently, improving patient satisfaction and retention
- Coordinated with medical staff and insurance providers to ensure timely issue resolution
- Educated patients on services, procedures, and payment options
Customer Support Representative
TGA Recovery
Greensboro
01.2016 - 01.2018
- Managed 50–80 outbound calls daily to clients regarding overdue accounts, maintaining professionalism and compliance with debt collection regulations (FDCPA)
- Successfully negotiated payments on 70%+ of assigned accounts, consistently meeting collection targets
- Documented all client interactions in CRM systems with 99% accuracy to ensure compliance and reporting
- Provided clear explanations of payment options, deadlines, and consequences of non-payment to customers
- Resolved disputes and handled complaints efficiently, maintaining high customer satisfaction while achieving collection goals
- Collaborated with team members and supervisors to optimize call scripts and improve first-call resolution rates
- Maintained strict confidentiality of sensitive customer information and adhered to regulatory guidelines
Education
Customer Service Certificate -
Winston Salem, NCHigh school Diploma -
Lucy Ragsdale High School
Jamestown, NC 08.2010 - 06.2014
Skills
- Excellent communication skills
- Proficient in CRM/SAP/Zendesk Salesforce systems
- Microsoft Word
- Attention to detail
- Data entry
- Record keeping
- Flexible to change
- Transcription
- Error Identification
- LiveChat Support
- Administrative Support
- Ability to thrive in a fast-paced environment
- Ability to multi-task
- Time management
- Organized
- Detail oriented
- Phone Etiquette
- Escalation Handling
- Project management
- Typing speed of 80 wpm
- Working with three or more monitors
- Problem resolution
- Team collaboration
- Patient interaction
- Call center experience
- Escalation management
- Complaint handling
- Appointment scheduling
- Positive and friendly
- Fast learner
- Problem-solving
- Credit card processing
- Multitasking and organization
- MS office applications
- Customer correspondence
- Payment processing
- Remote office availability
Timeline
Lead Customer Service Agent
Elevance Health
01.2021 - Current
Customer Service Representative
Page Testing Solutions LLC
01.2019 - 01.2022
Customer Support Representative
TGA Recovery
01.2016 - 01.2018
High school Diploma -
Lucy Ragsdale High School
08.2010 - 06.2014