Cassie Woodard
Dallas,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Benefit Advisor II
Concentrix
08.2024 - Current
- Medicare advisor role primarily educates members on the various Medicare options available. Providing clear explanations of each option's benefits, costs, and limitations.
- Guide members through the enrollment process, including when and how to enroll, and any potential penalties for late enrollment.
- Well-versed in the differences between Original Medicare, Medicare Advantage, Prescription Drug Plans, and Medicare Supplement policies.
- Provide personalized attention to members specific needs and preferences enabling member to make informed decisions about their Medicare coverage.
Customer Service Billing Representative
Charter Communications
12.2020 - 06.2024
- Provided over-the-phone account services including; activations, packaging, and technical support assistance
- Reviewed and solved account and billing discrepancies.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
Answering Service Representative
Baylor Scott and White, TotalMed
12.2019 - 11.2020
- Directory assistance, emergency operator and page operator services.
- Announced codes for fires, code blues and other extremely important disaster calls.
- Efficiently answered incoming calls from patients, physicians and staff, providing accurate information in a timely manner
- Utilized knowledge of hospital policies and procedures to accurately direct calls to the appropriate departments.
Benefit Customer Service Representative
Willis Towers Watson
11.2017 - 12.2019
- Answer inbound queries relating to Pensions and Flexible Benefits via telephone, email, and web chat. Returning voicemails and making call-backs as required.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Educated customers on preventative care measures, promoting overall health and wellness.
- Positively represented WTW and our Clients by providing a friendly and professional service.
Customer Service Chat Representative
Etech Global
03.2015 - 10.2017
- Third party customer service chat agent for Verizon Residential Services
- Responded to customer inquiries through chat in a timely and accurate manner.
- Explained products or services to customers and provided pricing details.
- Assisted with placement of orders, refunds, or exchanges.
- Managed multiple chat sessions simultaneously while maintaining accuracy and quality of responses
Mailroom Clerk
JP Morgan Chase
06.2013 - 03.2015
- Processed incoming and outgoing mail, including sorting, logging, and distributing packages to appropriate departments
- Performed data entry tasks to maintain accurate records in the computer system
- Conducted daily inventory of supplies and placed orders for replenishment when necessary
- Operated mailroom equipment, including automated sorting machines.
Education
High School Diploma -
Duncanville High School
06-2013
Skills
- Customer Relationship Management
- Data entry expertise
- Microsoft Excel
- Microsoft Outlook
- CRM software proficiency
- Senior leadership support
- Call center experience
Timeline
Benefit Advisor II
Concentrix
08.2024 - Current
Customer Service Billing Representative
Charter Communications
12.2020 - 06.2024
Answering Service Representative
Baylor Scott and White, TotalMed
12.2019 - 11.2020
Benefit Customer Service Representative
Willis Towers Watson
11.2017 - 12.2019
Customer Service Chat Representative
Etech Global
03.2015 - 10.2017
Mailroom Clerk
JP Morgan Chase
06.2013 - 03.2015
High School Diploma -
Duncanville High School
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