ASHLEY PAGANO
Richland,Washington
Summary
Highly organized and detail-oriented professional with a strong work ethic and dedication to achieving team and personal goals. Skilled at developing and maintaining documentation systems, managing calendars, and preparing reports. Knowledgeable in project management principles, business processes, and customer service best practices. I am a goal-oriented worker who excels under pressure, thriving in both in team-based and independent work environments. Given the opportunity, I will demonstrate my value as a dedicated employee capable of performing all assigned task with efficiency and accuracy.
Overview
5
5
years of professional experience
Work History
Client Communication and Happiness Coordinator
All Care To You
04.2025 - 07.2026
- Entered data, generated reports, and produced tracking documents.
- Assisted customer by responding promptly to inquiries and addressing concerns in a clear and professional manner.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Streamlined administrative processes, allowing for more efficient use of resources and better support for project teams.
- Developed and implemented training programs for new team members, enhancing onboarding experience.
- Analyzed feedback from clients to identify areas for service improvement, driving quality enhancements.
- Collaborated with multidisciplinary teams to streamline communication processes and project timelines.
- Facilitated regular meetings to evaluate progress on initiatives, promoting accountability among staff members.
Claims Processing Support Representative
PSW
10.2024 - 03.2025
- Worked alongside Senior Processors to complete reprocessing projects such as Eligibility and COB.
- Finalized all Refund Check Resolution and returns.
- Aided the CSD team as needed with any Customer Service related tasks.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Completed all Medical Records Request on behalf of the Claims Processers.
- Assisted with weekly payment process review, known as Check Run.
Disputes Specialist
PSW
03.2024 - 03.2025
- Created and maintained a standard log for all inbound and outbound Disputes.
- Completed the intake and resolution process for all inbound Disputes and Appeals.
- Fulfilled all digital inquiries to PSW regarding Dispute related matters.
- Created desk procedures and training videos as well as other training materials for my position.
- Collaborated with cross-functional teams to streamline dispute resolution processes.
- Other tasks assigned to me under this title: Refund Check Resolution, Medical Records Request, Check Run review, and Customer Service Assistance.
Customer Service Supervisor
PSW
01.2024 - 06.2024
- Lead a team of 2 providing clear and regular instruction to complete all customer service related tasks in a timely manner.
- Hired and trained multiple members of the Customer Service Department.
- Created and maintained multiple forms of training materials for the onboarding of CSD employees.
- Maintained my prior workload whilst leading the team.
- Assisted with weekly payment process review, known as Check Run.
Customer Service Representative
PSW
11.2021 - 01.2023
- Responsible for the intake of all inbound Claims team physical and digital mail.
- Responded to all digit and physical inquiries related to claims processing.
- Mailed all outbound documents for the Claims Department.
- Assisted with weekly payment process review, known as Check Run.
- Onboarded fellow CSD employees amd create training material for such events.
Education
High School - undefined
Mary M Knight
Matlock, WASkills
- Customer Conflict Resolution
- Positive Demeanor
- Dedicated and reliable
- Team Player
- Ezcap 67
- Symkey
- SQL Manager
- Adobe
- Excel
- Teams
- Outlook
- Concord
- Confluence
- Procedure/Job Aide Creation & Maintenance
Timeline
Client Communication and Happiness Coordinator
All Care To You
04.2025 - 07.2026
Claims Processing Support Representative
PSW
10.2024 - 03.2025
Disputes Specialist
PSW
03.2024 - 03.2025
Customer Service Supervisor
PSW
01.2024 - 06.2024
Customer Service Representative
PSW
11.2021 - 01.2023
High School - undefined
Mary M Knight