Cassandra Faherty
Redmond,OR
Summary
Highly organized, self-motivated and detail oriented professional. Specializing in a broad range of industry specific needs, with over 8 years of related experience; 6 of which is in management. I have strong work ethics, respect for deadlines, and a willingness to learn. I am great with people and am seeking employment with a reputable company that can maximize my skill set, knowledge and with whom I can grow.
Overview
9
9
years of professional experience
Work History
Director of Member Services
Shasta Administrative Services
Redmond, OR
05.2020 - Current
- Created and managed annual budget for the department.
- Organized events related to membership activities such as benefit fairs, and open enrollment meetings.
- Assisted in developing marketing materials related to membership programs.
- Supported recruitment efforts by providing advice on potential candidates.
- Actively participated in staff meetings to discuss new ideas or initiatives.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Analyzed existing systems, identified areas for improvement, and proposed solutions.
- Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
- Created user documentation and trained users on the usage of new software components.
Customer Service Manager
Shasta Administrative Services
Redmond, OR
11.2018 - 05.2020
- Developed policies and procedures related to customer service operations.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Explained benefits, features and recommendations to maximize client retention.
- Evaluated employee job performance and motivated staff to improve productivity.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Customer Service Supervisor
Shasta Administrative Services
Redmond, OR
03.2017 - 11.2018
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
Customer Service Representative
Shasta Administrative Services
Redmond, OR
01.2015 - 03.2017
- Interpret various client benefit plans
- Quickly retrieve information regarding clients, members, and providers
- Work with other vendors ensuring quality of care for clients and members
- Proficient in CSI; SDS; & ECI
- Provide accurate quotes in eligibility and benefits for members and providers
- Adequately meet the needs of the members within company guidelines
- Maintaining professionalism with providers while meeting the expectations of the clients
- Able to interpret how claims are processed and communicate that information efficiently to member and clients.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Beaverton High School
Beaverton, OR06-2005
Skills
- Excel
- Outlook
- QuickBooks
- SharePoint
- Planner
- Word
- Teams
- Zoom
- Javelina/CRM
- ECI/CSI
- Zelis/Redcard
Timeline
Director of Member Services
Shasta Administrative Services
05.2020 - Current
Customer Service Manager
Shasta Administrative Services
11.2018 - 05.2020
Customer Service Supervisor
Shasta Administrative Services
03.2017 - 11.2018
Customer Service Representative
Shasta Administrative Services
01.2015 - 03.2017
High School Diploma -
Beaverton High School
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