Customer Service Representative

Karlecia Lewis

Customer Service Representative

Birmingham, AL 205-***-**** ***********@*****.***

Customer-focused professional with over 10 years of experience in customer service, claims analysis, and administrative support. Known for handling high call volumes, resolving customer concerns with empathy, and delivering accurate, timely solutions. Experienced in both in-person and remote roles, with strong organizational and communication skills, and a commitment to providing excellent service in a virtual environment.

Experience

Kemper Insurance Auto Liability Claims Adjuster 12/2020-Present

Manage auto claims by gathering evidence, evaluating liability and guiding customers through the claims process.

Communicate efficiently with clients, law enforcement, and third parties to complete claims.

Demonstrate strong attention to detail and case documentation skills.

Lewis Tax Services Tax Preparer 01/2015-Present

Prepare and electronically file individual tax returns in compliance with IRS guidelines.

Communicate with clients via phone, email, and virtual meetings to collect documentation and provide updates.

Use tax software and secure digital tools to input data, review returns and ensure accuracy.

Maintain client confidentiality and handle sensitive financial information with discretion.

Troubleshoot software issues and assist clients with digital document

Wells Fargo Call Center Fraud Claims Analyst 01/2018 – 12/2020

Handled large volumes of inbound calls from customers regarding fraud and suspicious account activity.

Investigated and resolved claims efficiently, ensuring compliance with financial regulations.

Maintained high-quality assurance standards and provided accurate information.

Adapted quickly to utilizing multiple screens/ systems for call documentation and resolution tracking.

Birmingham Housing Authority Community Center Coordinator 01/2019 – 01/2021

Managed office operations, created outreach materials, and coordinated community events.

Provided customer support to residents and managed inquiries in-person and over the phone.

St. Vincent’s Hospital Front Desk Receptionist 02/2016 – 01/2018

Managed a high-volume front desk, greeting patients and visitors with professionalism and care.

Answered and routed calls using multi-line phone system, ensuring accurate call transfers and message delivery.

Scheduled and confirmed appointments using electronic health record (EHR) systems and scheduling software.

Responded to inquiries in-person and over the phone, resolving issues or escalating to the appropriate department.

Handled patient check-in and check-out procedures, insurance verification, and data entry.

Medicare Specialist Cahaba Government Benefit Administrators 06/2015 – 03/2017

Provided frontline support for Medicare beneficiaries, addressing inquiries related to coverage, billing, and eligibility.

Directed calls to appropriate departments using multi-line phone systems and internal routing tools.

Used electronic systems to manage documents, fax sensitive information, and ensure timely responses.

Assisted customers with navigating Medicare systems and resolving basic technical or access issues.

Maintained compliance with privacy standards (HIPAA) while managing customer data.

Education

Miles College: Associate’s degree in biology

Brentwood Christian Academy: High School Diploma

Skills and Abilities

Inbound/Outbound Call Handling, Conflict Resolution, Claims Processing

Insurance verification, patient services, loan processing, financial services support

Document Management, Appointment Scheduling, Bookkeeping

Time management, Attention to Detail, Multitasking

Typing Speed 50+ WPM, CRM Software Familiarity, Workday, Quickbooks, Microsoft word, excel

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