CASSANDRA KELSEY
Eastpointe,MI
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
17
17
years of professional experience
Work History
Customer Service Representative II
MERIDIAN/CENTENE
11.2020 - Current
- Provided detailed assistance to customers regarding healthcare services and benefits inquiries.
- Utilized strong communication and analytical skills to identify and resolve issues promptly.
- Assisted members and providers with inbound call inquiries. Supported resolution of issues through effective communication. Provided information and resources to enhance member and provider experiences.
- Assessed prior authorization status to facilitate timely treatment approvals.
- Assisted in tracking provider appeal claim statuses for prior authorizations. Supported teams in managing documentation for appeal processes. Facilitated communication between providers and internal departments regarding claim inquiries.
- Executed cross-training initiatives across four distinct states to enhance operational flexibility.
- Addressed and resolved customer issues to enhance satisfaction and loyalty.
- Data Entry Read Claim status to members and providers
- Managed submission and tracking of escalations to ensure timely resolution.
- Validated member insurance coverage and assessed benefit eligibility through CRM systems.
Customer Service Representative
CONCENTRIX
02.2018 - 10.2020
- Clarified customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
- Listened attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures
Customer Service Representative/Tech Support
AT&T
Detroit, MI
04.2009 - 07.2017
- Addressed customer inquiries across various channels, ensuring prompt and effective communication.
- Trained new staff on customer service protocols and company policies to enhance team performance.
- Investigated customer feedback patterns to inform strategic process improvements for enhanced service delivery.
- Collaborated with cross-functional teams to streamline workflows and enhance customer experience.
Education
Business Institute -
DETROIT BUSINESS INSTITUTE
06-2009
Business Institute -
ROSS BUSINESS INSTITUTE
05-1990
High School -
MARTIN LUTHER KING JR. SR HIGH SCHOOL
06-1989
Skills
- Effective listening skills
- Attention to detail
- Flexibility in changing situations
- Maintains professionalism during stressful circumstances
- Customer complaint resolution
- Proficient in CRM tools
- Effective communicator
- Healthcare vocabulary
- Experienced with Microsoft Office applications
Timeline
Customer Service Representative II
MERIDIAN/CENTENE
11.2020 - Current
Customer Service Representative
CONCENTRIX
02.2018 - 10.2020
Customer Service Representative/Tech Support
AT&T
04.2009 - 07.2017
Business Institute -
DETROIT BUSINESS INSTITUTE
Business Institute -
ROSS BUSINESS INSTITUTE
High School -
MARTIN LUTHER KING JR. SR HIGH SCHOOL