Cassandra Giovanni
Palm Coast
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals who also has a robust background in managing overdue accounts and resolving payment issues. Proven track record of successfully negotiating repayment plans and reducing delinquency rates. Demonstrated ability to utilize effective communication and problem-solving skills to achieve positive outcomes.
Overview
11
11
years of professional experience
Work History
Tier 1 Technical Support Representative
Apple
Remote
01.2022 - 05.2026
- Resolved technical issues for customers using Apple products, ensuring high satisfaction levels.
- Provided detailed troubleshooting guidance for software and hardware inquiries across various platforms.
- Documented and escalated complex problems to higher-level support teams for resolution.
- Trained new staff on support procedures and customer interaction best practices to enhance team efficiency.
- Developed knowledge base articles for recurring issues, improving self-service resources for customers.
- Collaborated with cross-functional teams to streamline processes and improve response times for support requests.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
WFH Sales and Collections Agent
Concentrix
03.2020 - 05.2023
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed customer accounts to facilitate timely payments and resolve outstanding balances.
- Negotiated payment arrangements with clients to enhance debt recovery processes.
Healthcare Customer Service Representative
Continuum Global Solutions
Remote
10.2015 - 03.2020
- Assisted patients with inquiries regarding insurance benefits and coverage options.
- Resolved billing discrepancies to ensure accurate patient accounts and timely payments.
- Coordinated with healthcare providers to facilitate effective communication and service delivery.
- Streamlined appointment scheduling processes to enhance patient experience and reduce wait times.
- Mentored junior representatives on customer service best practices and system navigation.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Education
High School Diploma -
Lacey Twp High School
Forked River, NJ06-2013
Skills
- Microsoft Systems
- Escalation procedures
- Incident management
- Payment arrangement
- Billing procedures
- Repayment negotiations
- Network troubleshooting
- Remote support
- Ticket management
- Software installation
- Software knowledge
Languages
French - Beginner
Timeline
Tier 1 Technical Support Representative
Apple
01.2022 - 05.2026
WFH Sales and Collections Agent
Concentrix
03.2020 - 05.2023
Healthcare Customer Service Representative
Continuum Global Solutions
10.2015 - 03.2020
High School Diploma -
Lacey Twp High School
Assessments
- Customer service — Proficient
- June 2020
- Identifying and resolving common customer issues
- Full results: Proficient
- Sales skills — Proficient
- November 2020
- Influencing and negotiating with customers
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.