Cassy London
Crandall,Texas
Summary
Customer Service Representative with years of experience in providing excellence in customer service. Demonstrated ability to solve problems and self-motivated to continuously improve quality and efficiency. Looking for an opportunity to contribute to an organization's growth and development. Excited to bring my valuable experience to quickly make a positive impact in your organization. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
USAA
Dallas, TX
12.2023 - Current
- Operate in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems and programs while maintaining an engaging member interaction across multiple channels.
- Create loss reports and verify coverage as appropriate and initiate the most effective method of damage assessment to assign for file handling.
- Assist with questions regarding the claims process and set expectations for next steps to help ensure claims are effectively resolved and accurately documented.
- Apply strong time and call management skills in assisting members with insurance needs.
- Support workload surges and catastrophe operations during designated catastrophic events.
Customer Service Representative
Tower Hill Insurance Group
09.2022 - 10.2023
- Service inbound/outbound call inquiries
- Document a summary of each contact made with customers
- Discus Homeowner's policy information
- Prepare faxes, receipts and other correspondence as requested by the customers
- Submit claims for customers
- Data Entry.
Customer Service Representative
Genpact
02.2022 - 08.2022
- Contacted new and existing clients advertisers via telephone, chat and email on a daily basis, identifying sales opportunities and providing these businesses with the best solution for their business goal
- Improved client's experience by driving optimal and appropriate product adoption
- Identified trends and solved problems advertisers ran into
- Used a variety of tools to be able to properly communicate and drive Advertiser's business to success.
Customer Service/Tech Support
IQOR
01.2021 - 11.2021
- Recorded customer information within our customer service database
- Engaged with clients in a friendly and professional manner while actively listening to their concerns
- Answered incoming calls assisting with verifying coverage, filing claims, and scheduling repairs to fix things under home warranty
- Offered support and solutions to customers in accordance with the company's customer service policies.
Customer Service Representative
TCIM SERVICES
07.2020 - 12.2020
- Provided excellent customer service to clients at TCIM SERVICES
- Assisted customers with inquiries and resolved issues
- Handled cash and credit transactions
- Maintained organized and clean work environment
- Collaborated with team members to ensure smooth operations.
Accounts Receivable
MedSynergies Inc
03.2017 - 02.2019
- Manage denials by conducting a comprehensive analytic review
- Prepare special handling and/or reconciliation spreadsheets for payers and/or clients
- Respond to insurance company claim inquiries
- Process assigned AR work lists provided by the manager in a timely manner
- Research and appeal all denied claims
- Post or validate ERA adjustments per contracts with Medicare, Medicaid, and third-party commercial carrier.
Account Resolution Specialist
Conifer Health Solutions
08.2016 - 02.2017
- Answer customer questions regarding problems with their accounts
- Evaluates and works A/R balances to prevent timely filing and loss of revenue from denials and missed opportunities on secondary filings
- Identifies claim denial reasons, eligibility discrepancies and billing errors.
Patient Account Representative
Cymetrix Healthcare
10.2015 - 06.2016
- Answer customer questions regarding problems with their accounts
- Receive payments and post amounts paid to customer accounts
- Contact insurance companies to check on status of claims payments and write appeal letters for denial on claims.
Education
Medical Billing and Coding -
UNIVERSITY OF PHOENIX
Phoenix, AZ10.2020
Skills
- Customer Service
- Appointment Scheduling
- Claims Handling
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Microsoft Excel
- Microsoft Outlook
- Documentation
- Spreadsheets
Timeline
Customer Service Representative
USAA
12.2023 - Current
Customer Service Representative
Tower Hill Insurance Group
09.2022 - 10.2023
Customer Service Representative
Genpact
02.2022 - 08.2022
Customer Service/Tech Support
IQOR
01.2021 - 11.2021
Customer Service Representative
TCIM SERVICES
07.2020 - 12.2020
Accounts Receivable
MedSynergies Inc
03.2017 - 02.2019
Account Resolution Specialist
Conifer Health Solutions
08.2016 - 02.2017
Patient Account Representative
Cymetrix Healthcare
10.2015 - 06.2016
Medical Billing and Coding -
UNIVERSITY OF PHOENIX