10 Humana customer service leaders
Hubert H. Rivera, Executive, VP Insurance Customer Contact Center, opens this list of Humana customer service leaders, who hold vice president, associate vice president and director titles in contact centers, member services and service operations. A reader can learn how customer service leaders work at Humana from people who have held the role.
Professionals to explore
Angela Ford, MBA
LinkedInExperience: Director, Member Services · Humana
Angela Ford has been Director, Member Services at Humana since November 2021, based in the Louisville Metropolitan Area, with a profile headline that reads Customer Service Leader. The profile describes experience in workforce management, call center operations and vendor relations, and Angela Ford also holds the title Vendor Manager at Humana, listed from 2016 with no end date.
Cindy Kim
LinkedInExperience: Associate Vice President, Contact Center | Humana Military · Humana
Cindy Kim has been Associate Vice President, Contact Center | Humana Military at Humana since February 2025, based in the Louisville Metropolitan Area. At Humana, Cindy Kim was also Associate Vice President, Enterprise Transformation | Humana Military from 2024 to 2025 and Director, Service Operations Effectiveness and Transformation | Humana Military from 2022 to 2024.
Hubert H. Rivera
LinkedInExperience: Executive, VP Insurance Customer Contact Center · Humana
Hubert H. Rivera has been Executive, VP Insurance Customer Contact Center at Humana since March 2026, based in Louisville, in a role the listing places in the Customer Service department. Hubert H. Rivera was Executive, AVP Bank Sales & Service Contact Center at USAA from 2023 to 2025 and SVP, Customer Service Executive at Wells Fargo from 2020 to 2022.
JoAnn Garcia
LinkedInExperience: Director Inbound Retail Contact Center · Humana
JoAnn Garcia has been Director Inbound Retail Contact Center at Humana since January 2022, based in Peyton, Colorado, and describes expertise in omnichannel experience, multi-vendor governance and workforce optimization. JoAnn Garcia was Director Provider Verification Outreach at UnitedHealthcare from 2020 to 2022 and Site Director at UnitedHealth Group from 2012 to 2017.
Kimberly Simmons
LinkedInExperience: AVP Service Excellence · Humana
Kimberly Simmons has been AVP Service Excellence at Humana since July 2022, based in San Antonio, in a role the listing places in the Customer Service department. Kimberly Simmons was AVP Employee Experience - HR: Technology, Data & Analytics at Kindred at Home from 2019 to 2022 and Director Human Resources at USAA in 2019.
Lisa Lewellen
LinkedInExperience: Vice President Humana Service Operations · Humana
Lisa Lewellen has been Vice President Humana Service Operations at Humana since January 2009, based in Louisville, in a role the listing places in the Operations department. At Humana, Lisa Lewellen was also Director of Medicare Enrollment from 2006 to 2009, and the listing shows no employer other than Humana.
Luis Justiniano
LinkedInExperience: Vice President - Resolution Team · Humana
Luis Justiniano has been Vice President - Resolution Team at Humana since August 2021, based in Prospect, Kentucky, in a role the listing places in the Customer Service department. Luis Justiniano also holds the title Director - Medicare Grievance and Appeals at Humana, listed from 2019 with no end date, and was Executive Director Consumer Experience there from 2017 to 2019.
Shawna Fraser
LinkedInExperience: Director, Consumer Experience · Humana
Shawna Fraser has been Director, Consumer Experience at Humana since March 2021, and the profile describes a background in contact center operations. At Humana, Shawna Fraser was also Associate Director, Consumer Experience from 2015 to 2021 and Operations Manager from 2005 to 2015, and was Operations Manager at Siemens Business Services from 2002 to 2005.
Sherri Altman
LinkedInExperience: Director of Service Operations · Humana
Sherri Altman has been Director of Service Operations at Humana since February 2009, based in Green Bay, Wisconsin, providing oversight for functional areas that include business intelligence, claims processing, enrollment, billing and reconciliation. At Humana, Sherri Altman was also Area Director Of Operations from 2006 to 2009.
Tamra Gillis (Rhodes)
LinkedInExperience: Director, Inbound Contacts · Humana
Tamra Gillis has been Director, Inbound Contacts at Humana since November 2021, based in De Pere, Wisconsin, and the profile lists vendor management and call center management among the areas of work. At Humana, Tamra Gillis was also Associate Director from 2020 to 2021 and Operations Manager from 2013 to 2020.
Choose the right perspective
Match the person's area, such as an inbound contact center, member services, a resolution team or service operations, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Humana?
- 02How do you decide which member calls a contact center should resolve directly and which go to another team?
- 03What has your own work taught you about coaching frontline member service staff?
Reaching Humana customer service leaders
How can I contact one of these Humana customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: Humana, based on profile data retrieved on October 26, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Humana customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
Can an AI agent ask one of these Humana customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.