Cassandra Smiley
Newport News,VA
Summary
Driven Healthcare Professional and Customer Service Specialist with a proven track record of providing exceptional care at Hope In Home Care and delivering superior customer service at D&A Consulting LLC. Leverages strong analytical skills and empathy to solve complex problems and enhance patient and customer satisfaction. Excels in multitasking, prioritization, and effective communication, ensuring high-quality support in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
D&A Consulting Services LLC
Richmond, VA
08.2024 - 02.2025
- Assist Virginia's Insurance Marketplace customers through various communication channels (phone, email, and live chat) to address their inquiries and concerns.
- Complete health insurance applications for customers
- Cancel and terminate enrollments for clients
- Assist with plan shopping for dental and health plans on the marketplace
- Follow all company procedures, policies, and HIPAA guidelines
- Ensure satisfaction by providing timely and professional support
- Collaborate with insurance agents, insurance companies, and
team mates to ensure a seamless customer experience - Maintain detailed records of agent and customer interactions
- Resolve customer complaints promptly and efficiently.
- Develop strong relationships with customers by providing personalized assistance and support.
- Conduct regular follow-up calls with customers after resolving their issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Billing Specialist
IBEX Global
Hampton, VA
03.2019 - 02.2025
- Processed and resolved billing issues.
- Maintained accurate records of collections, adjustments and denials in the system.
- Processed invoice payments and recorded information in account database.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Monitored customer account details for non-payments, delayed payments, and other irregularities.
- Developed strong professional rapport with vendors and clients.
- Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
- Monitored accounts receivable activity to ensure timely payment of invoices.
- Managed all payments processing, invoicing and collections tasks.
- Provided support to other departments within the organization as needed.
- Worked with team members to identify and develop process improvements.
- Answered customer questions to maintain high satisfaction levels.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Sales Representative
Alorica
Virginia Beach, VA
05.2015 - 08.2019
- Developed key customer relationships to increase sales.
- Greeted and assisted customers to foster positive experiences.
- Identified opportunities for cross-selling additional products and services.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Identified customer needs by asking questions and advising on best solutions.
- Met daily and monthly sales goals
- Used creative problem solving skills to address the customer's concerns
- Provided effective and timely resolutions
Education
Medical Billing And Coding - Health Insurance Certification
Tidewater Medical Training
Hampton, VA01-2021
High School Diploma -
Menchville High School
Newport News, VANurse Assistant - Healthcare Certification
Virginia Health Services
Newport News, VASkills
- Excellent communication and interpersonal skills
- Strong problem solving skills
- Strong analytical skills
- Ability to handle stressful situations with professionalism and calm
- Proficiency in using computers
- Familiarity with Microsoft
- Customer Service Software
- Strong organization skills
- Strong attention to detail
- Ability to work independently
- Ability to work as part of a team
- Complaint resolution
- Prioritization
- Multitasking and organization
- Follow-up skills
- Recordkeeping strengths
- Calm demeanor
- Technical support
- Hospitality and accommodation
- Decision-making
- Administrative support
- Medical terminology
- Assertiveness
- Empathy and patience
- High-energy attitude
- Building rapport
- Member account management
Languages
English
Timeline
Customer Service Representative
D&A Consulting Services LLC
08.2024 - 02.2025
Billing Specialist
IBEX Global
03.2019 - 02.2025
Sales Representative
Alorica
05.2015 - 08.2019
Medical Billing And Coding - Health Insurance Certification
Tidewater Medical Training
High School Diploma -
Menchville High School
Nurse Assistant - Healthcare Certification
Virginia Health Services
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