Cassandra Douglas
Haledon,NJ
Summary
Detail-oriented and dependable professional with experience in claims management, customer service, and administrative support. Skilled in handling high-volume communications, maintaining accurate records, and supporting team operations through efficient organization and software proficiency. Recognized for excellent interpersonal skills, adaptability, and a commitment to delivering outstanding client experiences.
Overview
11
11
years of professional experience
Work History
Call Center Claims Representative / Consumer Claims Associate
Sedgwick
08.2022 - Current
- Respond to high-volume inbound calls regarding collision claims, providing accurate information and compassionate service.
- Guide customers through the claims process, assisting with claim setup and resolution.
- Assist management in onboarding and training new team members on proprietary systems and departmental procedures.
- Lead training sessions on applications including Voyager, BlueZones, Outlook, Excel, and Microsoft Teams.
- Coordinate with internal departments and insurance carriers via email to update contact information and process transfers.
- Review and revise claim documentation to ensure data accuracy and regulatory compliance.
- Contribute to process integrity by updating records and verifying claim information based on incoming correspondence.
Command Center Agent
BioReference
06.2021 - 07.2022
- Monitored specimen logistics to ensure timely and accurate lab processing within service level agreements.
- Used Excel, Microsoft Teams, and Outlook to track sample flow and manage client accounts.
- Delivered responsive, high-touch support to healthcare partners and elite clients, resolving escalated issues.
- Collaborated with internal departments to maintain workflow efficiency and resolve transit delays.
Teller
PNC
01.2019 - 02.2021
- Provided prompt, courteous banking services including deposits, withdrawals, and account inquiries.
- Maintained daily cash drawer balances in accordance with audit and compliance standards.
- Managed ATM operations, including replenishment and security protocols.
- Promoted bank services through needs-based conversations with customers.
- Supported branch operations with accurate recordkeeping and compliance.
Star Baker / Cashier
The Cheesecake Factory
01.2014 - 01.2019
- Prepared and presented bakery items while ensuring quality, freshness, and brand consistency.
- Delivered outstanding customer service in a fast-paced, high-volume setting.
- Managed bakery inventory, restocking, and weekly ordering to reduce waste and ensure availability.
- Supported front-of-house operations and handled point-of-sale transactions efficiently.
Education
Bachelor’s - Business Data Science
Berkeley College
Woodland Park, NJ12.2024
Associate of Arts -
Palm Beach State College
Palm Beach Gardens, FLHigh School Diploma -
Paterson Charter School
Paterson, NJSkills
- Claims Management Systems (eg, Voyager, BlueZones)
- Microsoft Excel (PivotTables, VLOOKUP)
- Microsoft Outlook
- Conflict Resolution
- Peer Coaching
- Documentation Integrity
- Claims Management
- Customer Experience
- Data Entry & Analysis
- Process Improvement
Timeline
Call Center Claims Representative / Consumer Claims Associate
Sedgwick
08.2022 - Current
Command Center Agent
BioReference
06.2021 - 07.2022
Teller
PNC
01.2019 - 02.2021
Star Baker / Cashier
The Cheesecake Factory
01.2014 - 01.2019
Bachelor’s - Business Data Science
Berkeley College
Associate of Arts -
Palm Beach State College
High School Diploma -
Paterson Charter School
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