Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cassandra Crowley

Tulsa,OK

Summary

Experienced Customer Care Advocate brings seven + years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly resolve customer concerns through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

8
8
years of professional experience

Work History

Customer Care Advocate

MetLife
10.2021 - Current
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions such as calling assigned provider's office to resolve any concerns or misunderstandings and filing grievances on callers behalf when appropriate.
  • Logged call information and solutions provided into internal database.
  • Advocated for members to insure co pays, quality of care, and any other areas of concern were resolved by following protocols and coming up with creative solutions when needed.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback as well as providing one on one coaching.

Customer Service Representative

Humana
01.2021 - 09.2021
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Care Advocate

MetLife
04.2015 - 12.2019
  • Provided complete information for callers regarding their dental policy.
  • Effectively trained team members on best practices and protocols.
  • Performed call monitors in order to improve effective and efficient call handling.
  • Cross-trained and backed up other customer service managers.

Education

High School Diploma -

Nathan Hale High School
Tulsa, OK
05.1983

Skills

  • First Call resolution
  • Inbound Customer Service
  • Complaint Resolution
  • Staff education and training
  • Call monitoring
  • Interview processes
  • Calm and Professional Under Pressure
  • Security Verification

Timeline

Customer Care Advocate

MetLife
10.2021 - Current

Customer Service Representative

Humana
01.2021 - 09.2021

Customer Care Advocate

MetLife
04.2015 - 12.2019

High School Diploma -

Nathan Hale High School
Cassandra Crowley