CHERIA CASAS
CUSTOMER SERVICE SPECIALIST
San Diego,CA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
28
28
years of professional experience
Work History
Customer Care Associate
Prime Therapeutics LLC
01.2022 - 01.2023
- Assisted Medicare, Medicaid, Medi-cal beneficiaries (updated contact information, changes with primary care physician, prescription pricing, premium cost, etc).
- Input data and navigate from system to system while on calls
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Met customer call guidelines for service levels, handle time and productivity.
Call Center Supervisor
Mega Auto Finance Group
03.2014 - 11.2021
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Trained and supervised new employees to promote overall team productivity and consistent service.
Stay at Home Mother
Unemployed
01.2010 - 02.2014
Credit Manager
HSBC Finance Corporation
01.1995 - 06.2009
Education
High School Diploma -
Mira Mesa High School
San Diego, CASkills
- Computer Proficiency
- Microsoft Office Expertise
- Customer Data Confidentiality
- Patient Insurance Authorizations
- Understanding of Medical Terms
- Call Volume and Quality Metrics
- Senior Leadership Support
- Providing Feedback
- Verifying Coverage
- Past Due Account Management
- Strong Analytical and Problem Solving Skills
Timeline
Customer Care Associate
Prime Therapeutics LLC
01.2022 - 01.2023
Call Center Supervisor
Mega Auto Finance Group
03.2014 - 11.2021
Stay at Home Mother
Unemployed
01.2010 - 02.2014
Credit Manager
HSBC Finance Corporation
01.1995 - 06.2009
High School Diploma -
Mira Mesa High School
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