Casandra Ammon
Newburgh ,NY
Summary
Dynamic professional with a proven track record at Elevance Health, excelling in customer service and relationship building. Recognized for streamlining processes, enhancing client satisfaction, and driving organizational growth. Skilled in budgeting and problem-solving, I leverage strong communication abilities to foster collaboration and achieve strategic goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
22
22
years of professional experience
Work History
Plan To Plan Specialist
Elevance Health
04.2022 - Current
- Established a track record of consistently exceeding performance metrics, earning recognition for exceptional work quality and commitment to client satisfaction.
- Actively participated in industry conferences and networking events to expand professional knowledge base and stay current on emerging trends.
- Developed strong working relationships with key stakeholders to ensure seamless coordination during plan implementation.
- Provided exceptional customer service throughout the entire planning process, earning a reputation for reliability and professionalism among clients.
- Streamlined the plan creation process, resulting in faster turnaround times and increased customer satisfaction.
- Successfully resolved complex issues related to plan administration by collaborating closely with internal teams and external partners.
- Played a key role in driving organizational growth by contributing to the development and execution of strategic initiatives aimed at expanding market reach and increasing revenue.
- Demonstrated adaptability by quickly mastering new software tools and processes as they were introduced within the organization.
- Ability to analyze workflows, processes, supporting systems and procedures and identifying improvements strongly preferred.
- Support compilation of executive summaries as needed for Plan disputes or Department reporting needs to internal and external stakeholders experience preferred.
- Experience with BlueCard
- Support department inbound and outbound communications between Plans via BlueSquared, Internal Calls from other BCBS Plans.
- Experience in InterPlan Home and Host (Currently Working on the Host side for all 14 Anthem States)
Member Service Specialist
Anthem Inc
09.2021 - 04.2022
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Resolved complex issues with tailored solutions, ensuring positive outcomes for both members and the organization.
- Identified areas of improvement within internal processes and contributed ideas for streamlining operations while maintaining compliance standards.
Senior Account Service Representative
Central Hudson Gas & Electric Corp.
07.2014 - 09.2021
- Streamlined internal processes for increased efficiency in handling client requests and concerns.
- Experience with using SAP/S4HANA
- Spearheaded efforts to resolve escalated client disputes, maintaining professionalism while working towards mutually beneficial outcomes.
- Championed initiatives aimed at enhancing overall team productivity, such as process optimizations or new tool implementations.
- Mentored junior team members, providing guidance on best practices in account management and client relations.
- Managed a diverse portfolio of accounts, consistently exceeding performance targets in terms of revenue generation and customer satisfaction.
- Established strong relationships with key clients, resulting in long-term partnerships and repeat business.
- Delivered exceptional service by proactively identifying potential issues and implementing preventative measures to mitigate risks.
- Conducted comprehensive account reviews to identify growth opportunities and areas for improvement.
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Listened to clients and assisted with navigation of complex systems involved in billing transactions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Manager of Operations
GROUP AMERICAR
05.2003 - 11.2007
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Optimized inventory control procedures to minimize stockouts and excess inventory levels.
- Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
- Managed cross-functional teams for successful project completion and timely delivery.
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Championed the adoption of new technologies and digital transformation initiatives to streamline operations, enhance data-driven decision-making capabilities, and ultimately boost overall organizational performance levels.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Enhanced customer experience by refining service delivery processes, leading to repeat business and positive reviews.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Analyzed sales data to identify trends and areas for expansion, contributing to strategic planning and growth.
Education
Associate of Science - Criminal Justice
American Public University
WV06-2021
Associate of Science - Sociology
University of The West Indies
Kingston, Jamaica 06-1996
High School Diploma -
Excelsior High School
Kingston Jamaica 06-1994
Skills
- Budgeting expertise
- Teamwork
- Teamwork and collaboration
- Customer service
- Attention to detail
- Problem-solving abilities
- Excellent communication
- Critical thinking
- Organizational skills
- Relationship building
- Microsoft Excel
Timeline
Plan To Plan Specialist
Elevance Health
04.2022 - Current
Member Service Specialist
Anthem Inc
09.2021 - 04.2022
Senior Account Service Representative
Central Hudson Gas & Electric Corp.
07.2014 - 09.2021
Manager of Operations
GROUP AMERICAR
05.2003 - 11.2007
Associate of Science - Criminal Justice
American Public University
Associate of Science - Sociology
University of The West Indies
High School Diploma -
Excelsior High School
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