Cassandra Wonzo
Dallas,TX
Summary
Dynamic Escalation Specialist with a proven track record at Nobels Call Center, adept at complaint handling and problem-solving. Successfully enhanced customer satisfaction through effective de-escalation techniques and meticulous record preparation. Recognized for fostering strong client relationships and streamlining processes, driving improvements in service delivery and operational efficiency.
Overview
4
4
years of professional experience
Work History
Escalation Specialist
Nobels Call Center
Irving, TX
12.2023 - 10.2024
- Managed escalated customer issues, ensuring timely resolution and customer satisfaction.
- Collaborated with cross-functional teams to address complex service challenges effectively.
- Documented escalation processes and created knowledge base articles to enhance team efficiency.
- Monitored ticketing system for escalations, prioritizing urgent cases for immediate attention.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
Open Enrollment Specialist
Mercer
Dallas, TX
09.2021 - 06.2023
- Facilitated open enrollment processes for clients, ensuring compliance with regulatory requirements.
- Managed client communications, addressing inquiries regarding benefits and enrollment options.
- Streamlined data entry processes, improving accuracy and efficiency in client records management.
- Analyzed enrollment trends to identify areas for improvement in service delivery and client engagement.
Patient Account Specialist
Metchem Medical
Dallas, TX
10.2020 - 09.2022
- Processed patient accounts and verified insurance information for accuracy.
- Coordinated billing inquiries and resolved discrepancies with patients and insurance providers.
- Managed patient collections, ensuring timely follow-up on outstanding balances.
- Collaborated with healthcare providers to streamline claims submission and resolution processes.
- Maintained high levels of data accuracy with meticulous attention to detail in processing insurance claims and updating patient records.
Education
Graduate Certificate - Information Support Specialist/ Conflict Resolutio
El Centro College
Dallas, TX09-2021
Graduate Certificate - Medical Administration
Everest College
Dallas, TX02-2014
Skills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Record preparation
- Reporting and documentation
- Customer service
- Problem-solving
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
Timeline
Escalation Specialist
Nobels Call Center
12.2023 - 10.2024
Open Enrollment Specialist
Mercer
09.2021 - 06.2023
Patient Account Specialist
Metchem Medical
10.2020 - 09.2022
Graduate Certificate - Information Support Specialist/ Conflict Resolutio
El Centro College
Graduate Certificate - Medical Administration
Everest College