Cassie Path
La Crosse
Summary
Energetic customer service leader with a proven track record at Optum, recognized for enhancing team performance and ensuring compliance adherence. Expertise in conflict resolution and KPI tracking drives operational excellence and boosts customer satisfaction. Committed to informed decision-making and effective problem resolution in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Customer Service Lead
Optum, UnitedHealth Group
La Crosse
03.2021 - Current
- Monitored team performance to ensure compliance with company standards.
- Collaborated with departments to enhance overall customer experience.
- Facilitated regular team meetings to discuss challenges, metrics, team morale, and solutions.
- Resolved escalated issues from team members or customers in an efficient manner.
- Educated team members on effective customer service techniques.
- Created and executed enhanced procedures for SME training.
- Participated in regular meetings with senior management teams to discuss the progress of projects and initiatives related to customer service operations.
- Coached, monitored, and motivated new and current agents to boost performance and enhance job knowledge.
- Ensured compliance with company policies and regulations related to customer service operations.
- Monitored team performance against set targets and KPIs.
- Coordinated with other departments to resolve customer issues efficiently.
Medical Service Coordinator
Optum, UnitedHealth Group
La Crosse
05.2018 - 03.2021
- Coordinated availability and scheduled appointments for veterans' exams.
- Facilitated task completion by aiding team members and departments.
- Responded to agent inquiries via the resource queue for the knowledge base.
- Executed daily tasks to maintain timely processing of veterans' orders.
- Ensured adherence to KPIs, regulations, policies, and procedures.
- Handled numerous incoming calls to support veterans.
Front of House Supervisor
Fat Sams Bistro
La Crosse
06.2013 - 06.2017
- Managed daily responsibilities of serving staff, and bartenders.
- Addressed and resolved customer issues.
- Oversaw recruitment process for new service staff.
- Supported food and beverage vendors in processing orders.
- Executed end-of-day financial reports and cash drop operations.
- Facilitated smooth operations by helping both serving and kitchen teams.
- Trained and mentored new staff on service standards and procedures.
- Coordinated with kitchen staff to ensure timely food delivery and presentation.
- Assigned work tasks and activities, prepared schedules and managed staffing.
Education
Medical Assistant -
Western Technical College
La Crosse05-2018
Trained Medication And Treatment Aide -
Rochester Community And Technical College
Rochester, MN05-2002
Certified Nursing Assistant -
Western Technical College
La Crosse, WI05-1998
Skills
- Experienced with Classic Med Net application
- Ability to adjust to new challenges
- Team or individual coaching
- Conflict resolution
- Compliance adherence
- Customer relationship management
- KPI tracking
- Proficient in managing multiple tasks
- Call center experience
- Effective problem resolution
- Informed decision making
Accomplishments
- SME (Subject Matter Expert) POC 2021 to present
- Optum Super Hero Award 2023
- SME for the implementation for the VACCN contract
Timeline
Customer Service Lead
Optum, UnitedHealth Group
03.2021 - Current
Medical Service Coordinator
Optum, UnitedHealth Group
05.2018 - 03.2021
Front of House Supervisor
Fat Sams Bistro
06.2013 - 06.2017
Medical Assistant -
Western Technical College
Trained Medication And Treatment Aide -
Rochester Community And Technical College
Certified Nursing Assistant -
Western Technical College