Kassandra Oliveri
Phoenix,AZ
Summary
Resourceful and people-focused professional with a strong background in customer service, billing, and retention. Experienced in resolving complex client issues, supporting internal teams, and thriving in fast-paced environments. Currently pursuing a B.S. in Human Resource Management, with a growing interest in employee development, workforce planning, and security-focused learning initiatives. Brings reliability, adaptability, and a thoughtful approach to problem-solving.
Overview
6
6
years of professional experience
Work History
Insurance Representative
State Farm
Tempe, AZ
09.2022 - Current
- Interpreted and communicated detailed insurance coverage and billing data to policyholders, helping customers understand policy structures, cost breakdowns, and impact of vehicle or coverage changes
- Collaborated with customers to update vehicle information and optimize coverage based on needs, supporting accuracy in policy documentation and risk mitigation
- Analyzed billing discrepancies, processed refunds, and explained payment histories clearly, ensuring accurate resolution aligned with company procedures and compliance standards
- Used internal systems to track call outcomes, customer concerns, and resolution timelines, contributing to service improvement and trend recognition
Youth Care Worker / PE Coach
Southwest Key Programs
Phoenix, AZ
09.2021 - 09.2022
- Monitored and documented behavioral trends, supporting data-informed care decisions and team planning
- Facilitated structured physical education and daily programming, adapting activities to meet developmental and behavioral needs
- Maintained detailed case notes and reported updates to interdisciplinary staff,
contributing to consistent care and internal communication workflows - Applied de-escalation techniques and conflict resolution strategies, supporting a safe, regulated environment aligned with organizational protocols
Pharmacy Technician Trainee
PillPack Pharmacy
Phoenix, AZ
09.2020 - 09.2021
- Processed high-volume prescription orders, maintaining accuracy and tracking workflows in internal systems to ensure compliance and timeliness
- Identified and flagged data discrepancies in patient profiles or orders, reducing risk and supporting process integrity
Wireless Consultant
GoWireless (Verizon)
Globe, AZ
08.2019 - 09.2020
- Delivered tailored account support by assessing customer usage data and identifying plan or device recommendations aligned with needs
- Resolved technical and billing issues through detailed troubleshooting,
contributing to first-call resolution goals and customer satisfaction metrics
Education
B.S. - Human Resource Management
Western Governors University
Diploma -
Globe High School
ArizonaSkills
- Customer Support & Retention Strategy Execution
- Case Documentation & Electronic Record Keeping
- High-Volume Call Handling & Ticket Resolution
- Basic Data Entry, Auditing & Reporting
Languages
English
Spanish
Timeline
Insurance Representative
State Farm
09.2022 - Current
Youth Care Worker / PE Coach
Southwest Key Programs
09.2021 - 09.2022
Pharmacy Technician Trainee
PillPack Pharmacy
09.2020 - 09.2021
Wireless Consultant
GoWireless (Verizon)
08.2019 - 09.2020
B.S. - Human Resource Management
Western Governors University
Diploma -
Globe High School