Cassandra Vasquez

Internal promotion from Member Service Representative, Versant Health

• Completion of daily reports as needed. This includes reviewing, reconciling, adjusting, and distributing with education when applicable
• Provide Newtown Square Lab job status and information received in B-Log and/or RT requests
• Provide order entry education information and feedback to associates
• Process order entries in Versant Health’s ECP Portal
• Partner with Supervisors and Technical Assistants to provide systems
• Provided educational chat support to 40+ employees
• Process email inquiries timely and follow up with corrections and requests
• Partner with providers on specific billing questions and specialty needs
• Responsible for Provider Member Cases and Customer Service Priority tickets, which includes handling all escalated concerns from providers. Ensure immediate follow-up with all parties involved (labs, provider, Call Center supervisors, etc.) until satisfactory completion is achieved.
• Pursue root cause analysis for issues to find improvement opportunities and/or educational opportunities
• Responsible for provider billing inquiries related to Frame Tower returns, etc.
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA).
• Participate in any/all training and educational activities necessary
• Continued to maintain 100% call Quality Assurance score
• Continue to exceed the KPI score matrix

• Provide timely and accurate information to basic incoming customer calls from members, providers and other external and internal constituents
• Handling claim inquiries from providers and members
• Communicate correct information regarding claims status and other service calls
• Provide benefits information
• Submit call workflow request
• Fulfill rapid call volume by handling the appropriate amount of calls coming into the call center daily
• Complete Provider relations request for service
• Provide excellent customer service and handle all customers in a professional and courteous manner
• Maintained 100% call Quality Assurance score
• Promoted to Provider Customer Service Assurance Representative within 5 months of employment
• Exceeded KPI score matrix

• Responsible for accepting dispatched calls in a timely matter
• Responsible for on-time arrival to pickup
• Safely drive the rider to a prearranged destination
• Adhere to all rules of the road
• Responsible for tracking and filing financial information
• I maintained a service rating of 4.95 or higher at all times

• Responsible for answering an average of 50+ calls daily for an inbound call center
• Placing orders for new and existing clients
• Process returns and exchanges Provide password or other website assistance
• Chosen to participate in a pilot sales program within three months of employment
• Promoted to Client Service Solution Representative II within 6 months
• I have made top CSR every month for the last 10+ months
• Exceed KPIs monthly goals
• Assist with monitoring fraud orders. This was an added job duty assigned due to outstanding job performance.

• Perform cash drawer procedures such as accepting, posting, and reversing payments, balancing the cash drawer
• Responsible for making bank deposits and picking up mail from the post office
• Answer and assist calls or direct them to the appropriate department.
• Soliciting new business
• Processing loan applications
• Preparing loan documents
• Inputting loans into the system
• Completing loan closings
• Preparing loan files
• Completing recording and releasing of secured interests
• Light filing
• Handling customer inquires
• Other office duties as assigned

• Process auto loan payments from members
• Processed paid in full papers when loans have been paid off
• First contact for clients entering the office
• Order office supplies as needed
• Traveled to post office and bank to complete necessary transactions
• Responsible for office time cards processing for payments

• Responsible for providing excellent client/associate phone care
• Assistant to the Office Manager
• Greet clients and associates
• Register associates and walk through the hiring process
• Have associates complete the skills testing on the computer
• Completely process weekly payroll for two Express Personnel offices
• Follow up on the time cards not submitted
• Source for new client base
• Perform reference checks on associates
• Order office supplies
• Set appointments for interviews
• Assemble application packets
• Perform social security verification
• Other office duties as assigned, such as light filing and copying

• Responsible for making my office number one in the banking products for the region within 4 months of becoming a banking specialist
• Answering a 6-line telephone system
• Greeting customers and directing them to the correct contact in the office
• Distribute mail and e-mail
• Handle customer complaints
• Complete loans for State Farm Bank customers
• Correspond with State Farm bank regarding loan status
• Market banking products
• Experience with all office equipment
• Assistant to the Agent/Owner

• Prepare files for Accounts Payable team members.
• Retrieve files needed for an audit.
• Proofing scan documents while paying close attention to detail and ensuring the quality of the images.
• Provide clear copies of the invoices to be scanned.
• Utilize office programs SAP and IXOS used for accounts payable.
• Direct customers to the correct department needed for processing invoices.
• Aid team members in any other duties as needed.

• Utilize office program Elite
• Research and resolve discrepancies in relation to customer order and shipment
• Enter data such as order placing information and researching customer past orders
• Maintain tracking logs and records in relation to customer orders
• Maintain customer order files for a customer base of 8000+ customers worldwide
• Fax: invoices, order confirmations, and delivery confirmations to customers
• Order office equipment
• Responsible for responding to inquiries via fax, telephone, or email
• Utilize internet tracking systems such as UPS, FedEx, and Yellow Transportation

• Responsible for answering a 15-line telephone
• Receive and distribute deliveries from FedEx
• Forward messages to proper departments
• Introduced to accounts payable
• Greet customers and direct them to the proper individual
• Maintain billing for payment
• Utilize postage machine for outgoing mail
• Distribute incoming mail
• Operate copier and fax machine

• Obtain paid mortgage account from the file room
• Prepare mortgage account to be processed and released to homeowner
• Enter data in the system using mail merger and customer tracking
• Photocopy Release Statements and Mortgage Notes
• Apply company seal on documents
• Mail Release Statements to title companies
• Operate Office program AS/400