Courtney A. Kashmiry
Jacksonville,FL
Summary
Customer-focused and service-oriented healthcare professional with proven success in fast-paced, team-driven environments. Detail-oriented and compassionate, with strong verbal and written communication skills, critical thinking ability, and a proactive approach to problem-solving. Skilled in navigating multiple electronic systems, applying organizational policies, and balancing conflicting demands to ensure high-quality patient services. Known for remaining calm under pressure, displaying empathy, and maintaining positive, professional communication in challenging situations. Adept at managing sensitive information with precision and delivering exceptional service through clear communication and attention to detail.
Overview
6
6
years of professional experience
Work History
Senior Advisor
Florida Blue - Member Contact Center
01.2022 - 06.2025
- Managed daily operations for a team of 27 indirect reports—Member Care Specialists—in a high-volume call center environment, driving high customer satisfaction and consistently meeting and improving service level agreements through strategic guidance, coaching, and performance support.
- Achieved a 20% reduction in escalations and significantly improved first-contact resolution rates by leveraging Subject Matter Expert (SME) expertise to provide strategic technical guidance and operational support, while fostering cross-functional collaboration and alignment across departments in a high-volume call center environment.
- Provided expert guidance and coaching to call center representatives to enhance problem-solving skills and promote patient-focused service delivery.
- Analyzed call center metrics and member feedback to identify pain points, driving continuous improvements in service quality and operational effectiveness.
Member Care Specialist
Florida Blue - Member Contact Center
01.2019 - 01.2022
- Consistently delivered exceptional customer satisfaction by empathetically and efficiently resolving member inquiries and concerns while handling high volumes of inbound calls.
- Improved member decision-making in a complex healthcare environment by educating, empowering, and helping members understand and maximize their benefits.
- Assisted members with requesting and verifying authorizations by professionally communicating with physician offices and third-party vendors to coordinate care and ensure service readiness.
- Strengthened team collaboration and support effectiveness by championing the adoption of new tools and internal resources, demonstrating best practices in member service, and consistently serving as a team player and role model in knowledge sharing.
Education
Bachelor of Science (B.S.) - Radio / Television with Minor in Organizational Communications
Murray State University
Skills
- Strong Attention to Detail and Follow Through
- Critical Thinking
- Independent Decision Making
- Multi-disciplinary communication
- Problem-solving expertise
- Effective time management
- Relationship management
- Keyboarding/Data Entry Proficiency
- Understanding of Insurance Terminology
Timeline
Senior Advisor
Florida Blue - Member Contact Center
01.2022 - 06.2025
Member Care Specialist
Florida Blue - Member Contact Center
01.2019 - 01.2022
Bachelor of Science (B.S.) - Radio / Television with Minor in Organizational Communications
Murray State University
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