Summary
Overview
Work History
Education
Skills
Timeline
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Cassie Windmon

Lafayette,United States

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

17
17
years of professional experience

Work History

Member Service Representative Remote

United Healthcare Group
09.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Educated and engaged customers with new bank products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Maintained and managed customer files and databases.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Patient Access Representative

Abbeville General Hospital
06.2018 - 08.2022
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Verified patient insurance eligibility and entered patient information into system.
  • Greeted and assisted patients with check-in procedures.
  • Provided excellent customer service to patients and medical staff.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.

Office Assistant

Bright Beginnings Daycare
03.2010 - 05.2018
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Maintained and updated office records, both digital and physical.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Ordered office supplies and kept office stocked with needed resources to operate smoothly.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Edited and proofread documents for accuracy and completeness.
  • Monitored and tracked budgets and expenses.

Manager

Burkes Outlet
04.2008 - 03.2010
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Improved marketing to attract new customers and promote business.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Carhop Server

Sonic Drive-in
07.2006 - 05.2008
  • Answered guest questions and promoted special products.
  • Assisted customers in choosing menu items by providing food complementing information.
  • Communicated with management and associates to set and exceed sales and customer satisfaction goals.
  • Identified price of goods and calculated bills with optical price scanners, calculators, and cash registers.
  • Cleaned and sanitized work areas and equipment to promote compliance with health and safety regulations.
  • Took orders and delivered food and beverages to customers in cars to provide quick and convenient customer service.
  • Operated headset communication system to take orders quickly and accurately from customers.
  • Delivered change and receipts to customers in cars to maintain accurate financial records and provide customers with correct change and proof of purchase.
  • Communicated clearly with other employees to promote prompt preparation and delivery of food orders.
  • Answered customers' questions, recommended items, and recorded order information.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.

Education

Ashworth College
Norcross, GA

High School Diploma -

West St Mary High School
Baldwin La
05.2007

Skills

  • Member Relations
  • Teller Transactions
  • USA Patriot Act
  • Customer Standards Compliance
  • Customer Support
  • Database Maintenance
  • Appointment Scheduling and Confirmation
  • Information Updates
  • Microsoft Office
  • Membership Registrations
  • Providing Feedback
  • Collaborative Environments
  • Medical Interpretation
  • Reading Comprehension
  • Operational Efficiency
  • Customer Account Management
  • Communications Strategies
  • Clear Verbal Communication Skills
  • Livechat Messaging
  • Call Volume and Quality Metrics

Timeline

Member Service Representative Remote

United Healthcare Group
09.2022 - Current

Patient Access Representative

Abbeville General Hospital
06.2018 - 08.2022

Office Assistant

Bright Beginnings Daycare
03.2010 - 05.2018

Manager

Burkes Outlet
04.2008 - 03.2010

Carhop Server

Sonic Drive-in
07.2006 - 05.2008

Ashworth College

High School Diploma -

West St Mary High School

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Cassie Windmon