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@karessahaley
Customer-focused customer experience professional delivering empathetic, multichannel support and order management.
United StatesI am a customer-focused and tech-savvy Customer Experience and Service professional with over 10 years of experience delivering exceptional support across phone, email, chat, and social platforms. I consistently exceed KPIs, maintain brand voice, and resolve customer concerns with empathy while working in fast-paced, remote environments.
I have experience with eCommerce order management and CRM systems such as Shopify and Gladly, and I have a proven record of improving processes, mentoring peers, and maintaining data accuracy and compliance—including HIPAA—while achieving high customer satisfaction scores.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Work history, roles, and key accomplishments
CCManage 60+ inbound calls and digital inquiries daily, providing accurate, HIPAA‑compliant support for healthcare coverage and claims while maintaining high customer satisfaction scores and improving processes cross-functionally.
CVS Caremark
Sep 2012 - May 2019 (6 years 8 months)
Handled escalated phone and email inquiries to resolve prescription and insurance issues, coordinated with pharmacy and insurance teams, and updated documentation to improve onboarding and service consistency while exceeding QA standards.
Lowe's Home Improvement Center
Dec 2008 - Jul 2010 (1 year 7 months)
Oversaw POS operations and supervised front‑end associates, resolved escalated customer concerns, ensured transaction accuracy, and trained new employees on POS and customer service systems.
Managed inbound customer calls and emails to process orders, promote product solutions, and provide post‑purchase support while maintaining accurate CRM and order data.
Degrees, certifications, and relevant coursework
TUBachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science at Tennessee State University.
Software and tools used professionally
United StatesYou can contact Karessa and 90k+ other talented remote workers on Himalayas.
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