Summary
Overview
Work History
Education
Skills
Timeline
Generic

Casandra Briseno

San Antonio

Summary

Experienced with managing customer escalations and resolving issues promptly and effectively. Utilizes strong communication skills to mediate conflicts and implement solutions. Knowledge of customer service principles ensures high levels of satisfaction and loyalty.

Overview

7
7
years of professional experience

Work History

Escalation Specialist

SafeRide Health
02.2024 - Current


  • Relay critical operational insight to supervisors and managers
  • Promote a culture of compliance and adherence to organizational policies and procedures.
  • Manage authorization approvals for over-mileage transportation requests.
  • Consistently perform quality assurance monitoring to maintain high service standards.
  • Generate and present reports as necessary.
  • Created and implemented Standard Operating Procedures (SOPs) for escalation handling by call center leadership.
  • Managed escalated issues, ensuring timely resolutions and adherence to company protocols.
  • Collaborated with cross-functional teams to identify root causes of customer concerns and implement solutions.
  • Resolved escalated customer issues, ensuring timely and effective solutions to enhance satisfaction.
  • Facilitated communication between health plans to streamline issue resolution processes.

Member Services Lead

SafeRide Health
11.2022 - 02.2024
  • Oversee a team of 18 call center agents, accounting for 15% of the onshore support staff. Conduct monthly quality assurance evaluations and lead 1:1 coaching sessions and team huddles.
  • Resolve day-to-day health plan member issues through proactive collaboration across departments.
  • Developed a comprehensive escalation system implemented across the SafeRide Call Center.
  • Cross trained ancillary teams on escalation processes for health plan clients.
  • Led team in delivering exceptional member service and resolving escalated inquiries.
  • Trained and mentored new staff on operational procedures and service protocols.

Call Center Service Representative

SafeRide Health
12.2021 - 11.2022
  • Provided non-emergency transportation coordination for Medicare and Medicaid members.
  • Built strong relationships with members to ensure efficient and personalized benefit delivery.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
  • Collaborated with team members to streamline call handling processes, improving productivity.

Team Lead – Resorts Care

Marriott Global
02.2019 - 03.2021
  • Handled high-volume travel requests from elite and prime members, offering customized solutions and accommodations.
  • Made domestic and international lodging reservations for corporate and individual clients.
  • Maintained accurate account data using CRIS, Excel, and PeopleSoft.
  • Delivered client-focused service through proactive communication via phone and email.
  • Conducted training and coaching sessions for team members and monitored calls for quality assurance.
  • Promoted from Loyalty Care in August 2019 for exceptional performance.

Education

Certified Phlebotomy Technician -

American Medical Certification Association
04.2022

Diploma - undefined

Bob and Jeanne Billa Academy
San Antonio, TX
01.2001

Skills

  • Microsoft Word Xp, Outlook, Excel, Power Point
  • Customer service
  • Acrobat Reader
  • Medical Terminology
  • Teamwork
  • People skills/Management
  • Telephone System (Nice Softphone)
  • Complaint handling
  • De-escalation techniques
  • Assertiveness
  • Goal setting and achievement

Timeline

Escalation Specialist

SafeRide Health
02.2024 - Current

Member Services Lead

SafeRide Health
11.2022 - 02.2024

Call Center Service Representative

SafeRide Health
12.2021 - 11.2022

Team Lead – Resorts Care

Marriott Global
02.2019 - 03.2021

Diploma - undefined

Bob and Jeanne Billa Academy

Certified Phlebotomy Technician -

American Medical Certification Association

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