Jasmine Caston
Las Vegas,NV
Summary
Customer service professional experienced working in fast paced environments demanding strong organizational, technical, and interpersonal skills. Committed to superior customer service - ethical, discreet and trustworthy with experience handling and diffusing difficult situations. Capabilities include: Customer Service & Relations Company Software Systems & Programs Office Equipment Operation (fax, printer, phones) Salesforce Microsoft Teams Microsoft Outlook Microsoft Word Microsoft Excel Problem Solving
Overview
10
10
years of professional experience
Work History
Broker Service Concierge Representative
Elevance Health (Anthem Blue Cross Blue Shield)
2017.07 - Current
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Answered inquiries and provided information to sales representatives, and fulfilled quote requests to deliver excellent customer support.
- Responded via telephone and email to questions regarding licensing, commissions, website logins, and website navigation.
- Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Enhanced company reputation by providing exceptional customer service and support.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Prepared employee listings and related documentation according to strict standards.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Customer Care Associate
Elevance Health (Anthem Blue Cross Blue Shield)
2014.06 - 2017.07
- Outbound calls to providers, brokers and members per business needs
- Process email inquiries
- Process payments by phone
- Assist with medical claim, benefits, new business and credentialing inquiries
- Assist with member and group maintenance, i.e
- Enrollments, terminations, plan changes, etc
- Demonstrate empathy when communicating with customers and their concerns
- Exhibit strong product and service knowledge when handling broker inquiries; consistently met departmental goals and backed up co-workers when time allowed
- Mailed correspondence to members
- Respond to telephone inquiries and complaints; gather information, handle, research and resolve difficult customer inquiries and log customer calls; always remaining calm with a friendly attitude to accomplish the mission of the call
- Communicate appropriate options for issue resolutions, provide discreet secretarial and office services for busy financial institute while responding to telephone inquiries and complaints
- Assisted with Front Desk Receptionists duties i.e
- Answering phone calls, logging mail.
Education
West L.A. Community College
01.2004
Inglewood High School
01.2003
San Leandro High School
01.2002
Skills
- Insurance understanding
- Documentation abilities
- Claims reporting systems
- Decision-Making
- Customer Service
- Computer Skills
- Microsoft Office
- Critical Thinking
Experiencehighlights
- Outbound calls to providers, brokers and members per business needs.
- Process email inquiries.
- Process payments by phone.
- Assist with medical claim, benefits, new business and credentialing inquiries.
- Assist with member and group maintenance, i.e. enrollments, terminations, plan changes, etc.
- Demonstrate empathy when communicating with customers and their concerns.
- Exhibit strong product and service knowledge when handling broker inquiries; consistently met departmental goals and backed up co-workers when time allowed.
- Mailed correspondence to members.
- Respond to telephone inquiries and complaints; gather information, handle, research and resolve difficult customer inquiries and log customer calls; always remaining calm with a friendly attitude to accomplish the mission of the call.
- Communicate appropriate options for issue resolutions, provide discreet secretarial and office services for busy financial institute while responding to telephone inquiries and complaints.
- Assisted with Front Desk Receptionists duties i.e. answering phone calls, logging mail.
Timeline
Broker Service Concierge Representative
Elevance Health (Anthem Blue Cross Blue Shield)
2017.07 - Current
Customer Care Associate
Elevance Health (Anthem Blue Cross Blue Shield)
2014.06 - 2017.07
West L.A. Community College
Inglewood High School
San Leandro High School
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