Casshae M. Hicks

• Handle high volume inbound and outbound customer interactions while maintaining professionalism and empathy.
• Resolve billing inquiries and explain account information clearly to improve customer understanding and satisfaction.
• Maintain accurate CRM documentation and data entry to support efficient customer service operations.
• Demonstrate strong communication, multitasking, and problem solving skills in a fast-paced remote environment.
• Consistently meet and exceed quality assurance and performance metrics.

• Maintained strict adherence to safety procedures and operational guidelines.
• Communicated with dispatchers and team members to coordinate daily operations efficiently.
• Managed responsibilities in high pressure situations while maintaining professionalism and accuracy.
• Demonstrated reliability, punctuality, and strong decision making skills.

• Maintained detailed documentation and processed citations accurately using electronic systems.
• Communicated effectively with the public in fast-paced and high pressure situations.
• Demonstrated professionalism, attention to detail, and strong organizational skills.
• Assisted with administrative reporting and paperwork completion.

• Delivered exceptional customer service while managing escalated customer concerns in a high volume call center environment.
• Coordinated scheduling, documentation, and communication between customers and team members.
• Trained and mentored staff on communication, professionalism, and conflict resolution techniques.
• Maintained accurate customer records and processed account updates efficiently.
• Demonstrated strong problem solving and multitasking skills while meeting performance goals.

• Facilitated patient check-in and registration procedures while verifying demographics and insurance information for accurate medical records.
• Scheduled appointments and managed daily front office operations in a fast paced healthcare setting.
• Answered multi-line phone systems, directed calls, and assisted patients with questions and concerns professionally.
• Maintained strict confidentiality of patient records and sensitive information in compliance with HIPAA regulations.
• Entered patient and office data into spreadsheets and databases with strong attention to accuracy and detail.
• Supported staff and providers with administrative duties to ensure efficient workflow and patient satisfaction.

• Provided homework assistance, resulting in better understanding of subject material and increased confidence in students.

• Ensured timely pick-up of children from their classrooms at dismissal time, maintaining punctuality across the program schedule.

• Developed strong relationships with students and parents, creating a supportive and welcoming environment.

• Boosted student engagement by organizing fun and educational activities tailored to individual interests.