Senior Remote Customer Service Specialist with QA Expertise

Laurie Lima

Rock Hill, SC ***** ***********@*****.*** 860-***-****

PROFESSIONAL SUMMARY

Customer Service Representative with 10+ years in remote call centers handling 40–50 inbound calls daily. Experienced in onboarding, training, coaching, and quality assurance across Medicare and Medicaid programs. Six Sigma Green Belt recognized for performance excellence, reliability, and process improvement.

PROFESSIONAL EXPERIENCE

Everise Inc. (Remote) Customer Service Representative Dec 2024 – Jan 2026

● Supported Medicare and Medicaid members across multiple lines of business

● Resolved complex benefit, ordering, claims, and service-related issues

● Maintained HIPAA compliance and quality standards

● Onboarded, trained, and coached new hires; delivered side-by-side guidance and feedback

● Served as Subject Matter Expert to accelerate new-hire readiness Laid off due to company-wide contract loss

Conduent / Xerox (Remote) Customer Service Representative Jun 2013 – Nov 2024

● Supported Medicare, Aetna, Sprint, HRA, and PayFlex contracts; educated members on benefits, claims, portals, and accounts

● Resolved eligibility, billing, and claims discrepancies

● Trained and mentored 70+ new hires; served as Acting Quality Analyst for 98 agents

● Utilized CRM platforms including Verint, Debut, Mentor, and related systems Career Pause – Family Caregiver Jan 2017 – Apr 2019

● Stepped away from full-time employment to care for my father after a stroke

● Returned to Conduent upon his recovery and was rehired based on prior performance and reliability

Performance Metrics: AHT: 550 sec Callback Rate: 6.5% QA: 100% Attendance: Excellent