Overview
Work History
Timeline
Hi, I’m

Cassandra Copeland

Los Angeles,CA
Cassandra Copeland

Overview

9
years of professional experience

Work History

Centene/HealthNet

Customer Service Advocate
07.2024 - 01.2026

Job overview

  • Serves as the front-line resolution advocate on various members and/or provider inquiries, requests, or concerns
  • Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if issues need to be routed to other departments for further resolution
  • Provides customer service in a high-paced contact center environment over the phone.
  • Documents all members or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
  • Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance

DentaQuest/SunLife

Tier 3 Representative
05.2021 - 09.2023

Job overview

  • Answer 30/50 calls per day
  • Assist members with Finding a Dentist and scheduling appointments.
  • Explained Medicare and Medicaid benefits
  • Review the status of denied Authorizations and Claims

DentaQuest/SunLife

Complaints and Grievances – Triage Specialist
09.2023 - 12.2023

Job overview

  • Adhered to workflow and processes.
  • Responsible for turnaround times
  • Created a manual letter to send to members and providers.

VXI Global Solution
Los Angeles, CA

Account Associate/SME
06.2017 - 09.2020

Job overview

  • Trained new hires about policy and procedures
  • Assisting customers with selecting the right package
  • Retaining customer with loyalty skills
  • Applying all technical skills to assist customer with issue with their television

Timeline

Customer Service Advocate

Centene/HealthNet
07.2024 - 01.2026

Complaints and Grievances – Triage Specialist

DentaQuest/SunLife
09.2023 - 12.2023

Tier 3 Representative

DentaQuest/SunLife
05.2021 - 09.2023

Account Associate/SME

VXI Global Solution
06.2017 - 09.2020
Cassandra Copeland