Cassandra Herrera
Florence,AZ
Summary
Dynamic Claims Representative Associate at State Farm with expertise in claims investigation and settlement negotiation. Achieved significant loss ratio reductions through diligent fraud detection and enhanced customer satisfaction by delivering exceptional service. Proven ability to analyze complex data while fostering teamwork and effective communication in high-pressure environments.
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate all systems. Effective at operating within regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
10
10
years of professional experience
Work History
Claims Representative Associate
State Farm
06.2024 - 03.2025
- Contributed to company-wide initiatives aimed at improving overall performance metrics related to claim handling.
- Provided excellent customer service by addressing concerns and answering questions promptly and professionally.
- Reduced loss ratios through diligent investigation efforts aimed at identifying potential fraud or misrepresentation cases.
- Educated policyholders on coverage details and assisted them in understanding their benefits.
- Increased efficiency by automating routine tasks using proprietary software systems.
- Conducted thorough investigations by gathering relevant information from various sources.
- Assisted in the development of new policies and procedures for improved claims management.
- Managed complex workers'' compensation cases, liaising with employers, employees, medical professionals, attorneys, and adjusters throughout the process.
- Negotiated fair settlements, balancing the interests of both policyholders and the company.
Receptionist Administrator
Action Golf Cars
10.2023 - 12.2023
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
Credit Analyst
Bridgecrest Financial
10.2021 - 09.2023
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Enhanced credit risk assessment by conducting thorough financial statement analysis and cash flow projections.
- Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
- Enhanced customer relationships through effective communication of complex financial information, contributing to loyalty and retention.
Customer Service Representative
Mr. Cooper
06.2019 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Medical Appointment Scheduler
Banner Healthcare
11.2018 - 06.2019
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Assisted in reducing no-shows by implementing reminder calls and appointment confirmation protocols.
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
- Assisted in maintaining a clean, organized work environment that fostered efficient daily operations within the clinic setting.
- Anticipated scheduling conflicts and proactively resolved them before they impacted patient care or provider availability.
- Provided exceptional customer service to patients, addressing inquiries and resolving issues related to scheduling or billing concerns.
- Coordinated special accommodations for patients with specific needs or requests, ensuring their comfort during appointments.
- Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
- Supported clinic operations by assisting with administrative tasks such as filing, data entry, and phone management when needed.
Mutual Funds Representative
John Hancock Mutual Life Insurance
11.2017 - 10.2018
- Developed customized reports for clients showcasing their portfolio performance, asset allocation, and investment returns over time.
- Evaluated mutual fund performance against benchmark indices, identifying areas for improvement or reallocation within portfolios.
- Coordinated with internal teams such as compliance and operations during audits and reviews ensuring adherence to regulatory requirements.
- Maintained detailed records of client transactions, ensuring compliance with regulatory requirements and internal policies.
- Facilitated seamless account transfers between different brokerage platforms while maintaining accuracy in recordkeeping.
- Contributed to increased assets under management by effectively communicating the benefits of mutual fund investments to potential clients.
- Enhanced client satisfaction by providing timely and accurate information on mutual funds performance and investment strategies.
- Streamlined the fund selection process for clients, analyzing their risk tolerance and financial goals to recommend suitable options.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in mutual fund management.
Crew Member
Culver's
10.2017 - 10.2018
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Assisted other team members to achieve goals.
- Became familiar with products to answer questions and make suggestions.
- Collaborated with fellow crew members for seamless shift transitions, ensuring smooth operations throughout the day.
Crew Member
Sonic Drive IN
07.2015 - 10.2017
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Assisted other team members to achieve goals.
Education
High School Diploma -
Skyline High School
Mesa, AZ05-2017
Skills
- Claims investigation
- Assertiveness
- Policy interpretation
- Insurance claims review
- Time management
- Team collaboration
- Decision-making
- Microsoft office
- Flexible schedule
- Documentation review
- Conflict resolution
- Interpersonal communication
- Coverage determination
- File management
- Settlement negotiation
- Data analysis
- Settlement determinations
- Coverage assessments
- Accident investigations
- Database management
- Insurance regulations
- Settlement agreements
- Claims trend analysis
- Documentation research
- Accident review
- Allocating claims
- Teamwork
- Teamwork and collaboration
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizing and prioritizing work
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Teamwork skills
Timeline
Claims Representative Associate
State Farm
06.2024 - 03.2025
Receptionist Administrator
Action Golf Cars
10.2023 - 12.2023
Credit Analyst
Bridgecrest Financial
10.2021 - 09.2023
Customer Service Representative
Mr. Cooper
06.2019 - 09.2021
Medical Appointment Scheduler
Banner Healthcare
11.2018 - 06.2019
Mutual Funds Representative
John Hancock Mutual Life Insurance
11.2017 - 10.2018
Crew Member
Culver's
10.2017 - 10.2018
Crew Member
Sonic Drive IN
07.2015 - 10.2017
High School Diploma -
Skyline High School
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