CASSIDY BAKER
Summary
Results-driven operations professional with four years of experience in supporting strategic initiatives and cross-functional technology implementations. Skilled in operational reporting, issue resolution, and process improvement. Collaborated with hospitals and vendors while managing complex cases, leading enhancements, and mentoring colleagues to drive operational improvements that enhance customer experience and business performance.
Overview
7
7
years of professional experience
Work History
Assistant Coordinator II
Allianz Partners
Richmond
06.2021 - Current
- Manage a high-volume caseload of 30+ complex medical assistance cases daily, coordinating transportation logistics, benefit administration, and policy compliance while maintaining exceptional customer service.
- Managed thousands of complex medical assistance cases while balancing competing priorities, ensuring timely execution and policy compliance to maintain customer satisfaction.
- Coordinate benefit administration for cases exceeding $300,000 while maintaining contractual compliance, documentation accuracy, and operational standards.
- Build and maintain collaborative relationships with hundreds of hospitals, transportation vendors, healthcare providers, and internal business partners to ensure seamless case management and issue resolution.
- Partner with cross-functional departments to resolve operational issues, improve workflows, and support successful customer outcomes.
- Developed and implemented department-wide reporting strategy that improved reporting accuracy and strengthened operational action plans through reliable performance metrics and actionable insights.
- Monitor policy activity, documentation, and case progression to proactively identify issues, improve efficiency, and support operational performance.
- Organize and maintain over 200 critical operational documents, improving accessibility and departmental efficiency.
- Mentored and coached junior employees through onboarding and process training, fostering ongoing development over three years.
Explorer Program – Quality Assurance
Allianz Partners
Richmond
04.2025 - 08.2025
- Led one-on-one coaching sessions using performance data to improve customer experience and service consistency.
- Collaborated with leadership to identify performance trends and recommend operational improvements.
- Supported quality assurance reporting and identified areas for continuous improvement initiatives.
- Conducted quality audits to assess associate performance, leading to targeted coaching opportunities.
Communications Intern
Arts Council of the Valley
08.2019 - 12.2019
- Assisted with planning and execution of major fundraising events.
- Managed organizational social media communications and marketing initiatives.
- Coordinated grant application preparation, ensuring timely submission and compliance with funding requirements.
- Collaborated with internal stakeholders to support community outreach and organizational initiatives.
Education
Bachelor of Science - Communication Studies
James Madison University
Skills
- Operational Reporting & Analysis
- Data Analysis
- Microsoft Excel
- Process Improvement
- Technology Implementation
- AI & Automation Initiatives
- Business Process Optimization
- Issue Resolution
- Account & Partner Support
- Client Services
- Customer Experience
- Cross-Functional Collaboration
- Project Coordination
- Relationship Management
- Coaching & Mentoring
- Communication
- Problem Solving
- Organization
- Time Management
- Time Management
Accomplishments
- STAR Award
Key Projects And Leadership Initiatives
- Allianz Engagement Survey (AES), 2026, Selected to represent the department in Allianz's global employee engagement initiative. Partner with global business units to implement employee-driven process improvements and support organizational initiatives involving AI-enabled tools.
- Atlas Project, 2025, Assisted with implementation and testing of new operational technology to improve departmental workflows. Evaluated system functionality, documented findings, and collaborated with stakeholders throughout implementation.
- Project Chris (AI Initiative), 2024-2025, Participated in testing and evaluation of AI-based operational technology. Documented project findings and provided recommendations based on system performance, business needs, and operational feasibility.
- Project Green, 2024, Supported implementation testing and operational evaluation of new departmental processes. Collaborated with internal teams to identify workflow improvements and operational efficiencies.
- BRB Pilot Program, 2024, Assisted with pilot implementation through testing, monitoring, and data collection. Compiled project metrics and presented findings to leadership to support strategic decision-making.
- US SMS Service Implementation, 2023-2024, Selected as the department Subject Matter Expert during implementation of a new SMS communication platform. Led technology testing, validation, and pilot implementation efforts. Developed training materials and implementation plans for department-wide adoption. Coordinated training sessions and served as a primary resource throughout implementation. Evaluated operational impact and presented recommendations to leadership regarding long-term implementation.
Timeline
Explorer Program – Quality Assurance
Allianz Partners
04.2025 - 08.2025
Assistant Coordinator II
Allianz Partners
06.2021 - Current
Communications Intern
Arts Council of the Valley
08.2019 - 12.2019
Bachelor of Science - Communication Studies
James Madison University