Open To Work
Cassandra Pearson
Chicago,IL
Work Preference
Summary
Customer service professional with over 10 years of experience in client relationship management and data entry. Expertise in maintaining accurate records and resolving client issues effectively, contributing to enhanced customer satisfaction and loyalty.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Client Service Representative
Heritage Acceptance Corp
05.2025 - 04.2026
- Maintained accurate and well-organized records through meticulous data entry. Provided exceptional customer support by promptly addressing inquiries and resolving issues, contributing to enhanced client experience. Effectively managed client accounts, ensuring satisfaction and fostering long-term relationships. Resolved client complaints efficiently, fostering loyalty and improving overall satisfaction. Supervised a portfolio of more than 500 customers with auto loans at finance company. Attended to a high volume of calls to provide effective client assistance. Coordinated payment arrangements and managed financial software operations, including AMS and Nextiva, to streamline client account processes. Managed daily operations in Excel to optimize account and data handling efficiency.
- Assisted clients with inquiries and provided timely support via phone and email.
- Managed client accounts and maintained accurate records in the database system.
- Collaborated with team members to streamline service processes and improve efficiency.
Customer Service Representative
ITM Marketing
, Remote
09.2024 - 12.2024
- Handled inquiries regarding security data breaches through inbound calls, delivering clear information and support to affected individuals.
- Provided troubleshooting support for callers with account issues stemming from security data breaches, ensuring prompt resolution and customer satisfaction.
- Achieved KPI requirements consistently by effectively managing call volume and quality, showcasing strong performance in customer service.
Client Support Coordinator
RemX Specialty Staffing/Archway Marketing
02.2022 - 05.2024
- Acted as primary contact for client and customer inquiries, orders, and issue resolution across multiple communication channels.
- Handled and documented all inquiries promptly and professionally to enhance client satisfaction.
- Identified and resolved client concerns through troubleshooting, effectively serving as first escalation point for communication.
- Executed the tactical work of the customer's journey, meeting client requirements and SLAs for CSS responsibilities. Gained a complete understanding of the client operating systems and business rules, including order processing, data setup, reporting, online ordering system, telephone, and email support.
- Facilitated collaboration between internal teams and clients to enhance service delivery. Often interfacing with all departments to ensure deliverables are being completed on time and within SLAs.
- Apply attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for billing process.
- Proactively generates continuous improvement ideas including improved efficiencies and cost savings and ensures that most efficient processes are used.
- Leveraged Microsoft Excel to manage data sets and enhance reporting accuracy.
Customer Service Agent
Xtend Healthcare
, Remote
09.2021 - 01.2022
- Managed high volume of inbound calls for scheduling COVID-19 vaccinations and boosters.
- Resolved patient inquiries regarding health concerns, providing effective solutions to enhance patient satisfaction.
- Troubleshot client issues and gathered insights using Zendesk, improving response quality and customer experience.
- Entered medical information into database accurately, ensuring reliable patient records.
Lab Specimen Accessioner
Green Key Resources/LabCorp
, South Bend, IN
08.2020 - 03.2021
- Processed frozen COVID-19 specimens at testing sites, ensuring timely analysis and reporting.
- Recorded PHI from lab requisitions, creating accurate manifests to streamline processing.
- Coordinated logistics for specimen management at testing sites, maintaining compliance with protocols. of specimen management to ensure compliance with protocols.
Data Entry Specialist
Personnel Partners
, South Bend, IN
08.2019 - 02.2020
- Managed healthcare data entry for medical professionals and patients, ensuring accuracy and timeliness.
- Processed high volumes of data with accuracy and attention to detail.
- Maintained and updated company databases regularly to ensure data integrity.
- Collaborated with team members to streamline data entry procedures and workflows.
Eligibility Specialist
Marion All-Star
, South Bend, IN
04.2019 - 06.2019
- Facilitated access to public assistance programs by delivering tailored client services.
- Evaluated client eligibility for various programs and services.
- Processed applications and maintained accurate case records.
- Conducted interviews to gather necessary information from clients.
Cashier
Walmart
Mishawaka, IN
12.2018 - 02.2019
- Assisted customers with transactions at the register, ensuring a smooth and efficient checkout experience
- Operated cash register and processed customer transactions efficiently.
- Assisted customers with product inquiries and provided excellent service.
- Managed cash drawer and balanced transactions at shift end.
Receptionist
Clear Choice
07.2018 - 12.2018
- Greeted and checked in patients to ensure smooth workflow at reception.
- Scheduled patient appointments to streamline daily office operations.
- Assisted patients with billing and insurance inquiries to ensure clarity and satisfaction.
- Recorded payments via cash, checks, and credit cards accurately.
- Filed paperwork systematically to maintain organized office environment.
- Maintained clean, welcoming workspace to improve overall patient experience.
- Performed coding of procedures in computer system for accurate patient records.
- Conducted outbound calls to manage past due billing collections and establish payment plans.
Comment Processor
Press Ganey & Associates
, South Bend, IN
09.2016 - 12.2017
- Transcribed client and patient comments from surveys using systematic software to enhance data accuracy.
- Maintained accuracy and attention to detail while processing client responses to ensure reliable feedback analysis.
- Utilized software programs to organize and analyze feedback data.
- Executed essential tasks to support remote team operations, ensuring seamless workflow.
Education
None - Psychology
Southwestern Michigan College
Dowagiac, MI05-2009
Pre-Law - None
Western Michigan University
Kalamazoo, MI01-2007
High School Diploma -
Ross Beatty High School
Cassopolis, MI05-2006
Skills
- Customer Service Skills
- Compliance protocols
- Customer interaction
- Customer troubleshooting
- Issue resolution
- Support ticket management
- CRM software
- Salesforce CRM
- Project management
- Project coordination
- Order entry
- Document management
- Records management
- Database management
- Microsoft Office
- Microsoft Outlook
- Google Docs
- Multi-line phone systems
- Filing
- Inbound Calls
- Account reconciliation
- Analysis skills
- Compliance protocols
- Relationship management
- Multi-line phone systems
Certification
- FDCPA Certified, Present
- CPR/AED, Present, Received licensure upon completion of class offered by former employer (Press Ganey & Associates).
- AED Certification, Present
- Driver's License, Present
- CPR Certification, Present
- First Aid Certification, Present
Additional Information
Authorized to work in the US for any employer., Able to vary my actions depending upon the situation, requirement or history., Able to effectively communicate my thoughts and ideas through written/verbal communication., Courteous and aware of other individuals' feelings., Highly efficient and organized; structured in performance of assigned tasks., Show up to work on-time and prepared.
Timeline
Client Service Representative
Heritage Acceptance Corp
05.2025 - 04.2026
Customer Service Representative
ITM Marketing
09.2024 - 12.2024
Client Support Coordinator
RemX Specialty Staffing/Archway Marketing
02.2022 - 05.2024
Customer Service Agent
Xtend Healthcare
09.2021 - 01.2022
Lab Specimen Accessioner
Green Key Resources/LabCorp
08.2020 - 03.2021
Data Entry Specialist
Personnel Partners
08.2019 - 02.2020
Eligibility Specialist
Marion All-Star
04.2019 - 06.2019
Cashier
Walmart
12.2018 - 02.2019
Receptionist
Clear Choice
07.2018 - 12.2018
Comment Processor
Press Ganey & Associates
09.2016 - 12.2017
None - Psychology
Southwestern Michigan College
Pre-Law - None
Western Michigan University
High School Diploma -
Ross Beatty High School