Open to opportunities

Karessa Haley

@karessahaley

Message

Customer-focused customer experience professional delivering empathetic, multichannel support and order management.

United States

Message

What I'm looking for

I seek a remote or hybrid role where I can deliver empathetic, multichannel customer support, improve processes, mentor teammates, and drive high customer satisfaction.

I 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.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Advocate

Current

Centene Corporation

Oct 2022 - Present (3 years)

Manage 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.

HIPAA)Phone Support Email Support Customer Satisfaction Process Improvement HIPAA

Senior Resolution Specialist

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.

Escalation Management Order Management Claims Processing Documentation Quality Assurance Email Support

Head Cashier

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.

Team Supervision Customer Service Training Phone Support

Inside Sales Representative

Dell Technologies

Jan 2004 - Dec 2004 (11 months)

Managed inbound customer calls and emails to process orders, promote product solutions, and provide post‑purchase support while maintaining accurate CRM and order data.

Inside Sales Order Processing CRM Management Email Support Customer Support