Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jada Sanders-Cassell

Charlotte,NC

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Customer Service and working in 24/7 uptime environment.

Overview

10
10
years of professional experience

Work History

Support Specialist I- Data Collection Agent

Toshiba Business Solutions
06.2023 - 04.2024
  • Work with internal and external clients remotely to ensure the prompt and accurate collection of device data for meter billing and auto toner replenishment.
  • Resolve problems related to networking systems, technical support for multifunction printers, and network security and protocols. May have to troubleshoot, install and uninstall application.
  • Advise clients on possible solutions as required. Escalate problems that are not resolved according to department escalation process.
  • Communicate with other departments and groups regarding current issues and solutions. Escalate unresolved problems as needed and work with TABS Technical Service to resolve.
  • Maintain knowledge of current data tool technology through reading and training. Complete required Company training as assigned in a timely fashion.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.

Care Manager

IQVIA
12.2022 - 05.2023
  • Demonstrate analytic and problem solving skills and understanding the impact of individual decisions on other parts of the organization and the environment.
  • Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
  • Verify patients pharmacy benefits and eligibility for a specific drug medication.
  • Perform related duties as assigned, which includes well define services generally performed by other programs representatives (benefit verification, Patient Assistance Program determination).
  • Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
  • Provide verbal, written and presentation skills to communicate the companies mission, vision, values and priorities to diverse audience.
  • Required to be self-motivated, working from queues (phone or system). Perform work in accordance with defined standard operating procedures.
  • Collaborated with insurance providers to secure authorization for necessary services, maximizing patients'' benefits coverage.
  • Evaluated program effectiveness using quality indicators such as patient satisfaction surveys and outcome measures data analysis results.

Patient Access Specialist

Lash Group
03.2020 - 05.2022
  • Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
  • Provided exceptional customer service, addressing patient concerns promptly and professionally.
  • Provided advance services to patient, providers, caregivers and pharmacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Collaborated with clinical staff to ensure seamless coordination of care for patients.
  • Perform related duties as assigned, which included well define services generally performed by other program representatives (benefit verification, Patient Assistant Program determination).
  • Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
  • Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
  • Process medication and supply order request for patients.
  • Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.

Benefit Verification Specialist

Lash Group
08.2019 - 03.2020
  • Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
  • Streamlined pre-service financial clearance processes, expediting access to care for patients in need of urgent medical intervention.
  • Conducted regular audits of completed work to maintain quality control standards within the department continuously improving overall performance levels.
  • Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
  • Built strong relationships with insurance representatives, fostering effective communication channels for resolving complex issues.
  • Maintained up-to-date knowledge of insurance regulations, enabling accurate benefit verifications for various plans.

Customer Service Representative

Iqor
02.2019 - 08.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records. Processing move in and move outs.
  • Verifying SSN for services, processing payments and creating installment plans for customers.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Accounts Receivable/Accounts Payable Specialist

Walmart
05.2018 - 02.2019
  • Collaborated with cross-functional teams to streamline accounting procedures, improving overall operational efficiency.
  • Supported annual audit preparations by gathering relevant documentation and assisting external auditors as needed.
  • Managed/Reduced discrepancies in vendor invoicing by closely monitoring purchase orders and communicating with suppliers.
  • Assisted in training new team members on company policies, procedures, software applications related to accounts receivable/accounts payable functions.
  • Reviewed vendor invoices for appropriate documentation and reconcile with stores receiving invoice.
  • Reconciled accounts, managed audits and updated financial records with remarkable accuracy.

Accounts Payable Specialist

Walmart
10.2016 - 05.2018
  • Ensured timely payments for all invoices, maintaining strong relationships with vendors and suppliers.
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Reduced invoice processing time with accurate data entry and timely vendor communication.
  • Reached out to vendors and customers to verify information and follow up on client issues.
  • Maintained compliance with internal controls and external regulations related to accounts payable processes.
  • Collaborated with procurement team to resolve discrepancies between purchase orders and invoices received.
  • Assisted in the preparation of yearly financial statements by providing accurate accounts payable information.
  • Trained junior staff members in accounts payable procedures, increasing overall department efficiency.

Stock Manager

Forever 21
05.2014 - 10.2016
  • Maintained neat and organized backroom to easily access merchandise and drive sales.
  • Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
  • Streamlined the stock ordering process with accurate forecasting and timely communication with suppliers.
  • Set up displays of merchandise to market new products to customers.
  • Enhanced overall efficiency by training employees in proper handling techniques and warehouse best practices.
  • Collaborated closely with sales teams to ensure adequate stock levels based on customer demands and seasonal trends.
  • Implemented effective stock rotation strategies to minimize waste and maintain product freshness.
  • Censor-tagged merchandise to help deter theft and maximize sales of merchandise.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Communicate daily goals and priorities to Associates, redirecting activities as needed to achieve productivity standards. Monitoring daily payroll planners, adjusting schedules accordingly and completing register audits.
  • Verify stockroom and stockroom activities meet safety requirements which consists of reporting any employee accidents.

Education

High School Diploma -

Olympic High School
Charlotte, NC
05.2014

Skills

  • Remote Support
  • Support Services
  • Customer Relationship Management
  • Training and coaching
  • Activity Planning
  • Escalation Handling
  • Data Collection
  • Knowledge management
  • Data Compiling
  • Call Management
  • Customer Service
  • Problem-Solving
  • Teamwork and Collaboration
  • Organizational Skills
  • Attention to Detail
  • Highly Professional
  • Analytical and Methodical
  • Customer Communication and Empathy

Timeline

Support Specialist I- Data Collection Agent

Toshiba Business Solutions
06.2023 - 04.2024

Care Manager

IQVIA
12.2022 - 05.2023

Patient Access Specialist

Lash Group
03.2020 - 05.2022

Benefit Verification Specialist

Lash Group
08.2019 - 03.2020

Customer Service Representative

Iqor
02.2019 - 08.2019

Accounts Receivable/Accounts Payable Specialist

Walmart
05.2018 - 02.2019

Accounts Payable Specialist

Walmart
10.2016 - 05.2018

Stock Manager

Forever 21
05.2014 - 10.2016

High School Diploma -

Olympic High School
Jada Sanders-Cassell