Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kassandra Overton

Kassandra Overton

399 Kale Rd. Boone,Iowa

Summary

Detail-oriented individual with exceptional communication and customer service skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

13
13
years of professional experience
7
7
years of post-secondary education

Work History

Senior Special Inquiries Specialist

Wellmark Blue Cross And Blue Shield of Iowa
04.2017 - 01.2025
  • Thorough investigation, analysis and resolution of provider and member appeals and complaints; assess the nature of the complaint and research information pertinent to the individual inquiry
  • Respond in writing to the appeal within department time frames by continually assessing priorities and making sure all deadlines are met.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation.
  • Examined claims and benefit policies to grant approval or denial of coverage.
  • Developed and implemented process improvements to enhance operational efficiency.
  • Mentored junior staff, fostering skill development and knowledge sharing within the team.

Customer Service Associate

Wellmark Blue Cross And Blue Shield of Iowa
04.2014 - 04.2017
  • Continually drive customer loyalty through excellent performance and customer assistance.
  • Trained new associates on best practices for customer interactions and system navigation.
  • Served as subject matter expert for non-standard coverage questions. Resolving complex customer inquiries through effective communication and problem solving skills.
  • Communicated with insured individuals and providers to explain processing of claim payments or denial of benefits.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Associate

Aerotek Staffing Agency - Wellmark
06.2013 - 04.2014
  • Resolved customer inquiries promptly through multiple communication channels, enhancing customer satisfaction.
  • Analyzed customer feedback to identify trends, leading to process improvements in service delivery.
  • Developed and maintained strong relationships with clients, fostering loyalty and repeat business.
  • Managed high-volume inbound calls, providing exceptional customer support and issue resolution.

Operations Clerk

Robert Half (Staffing Agency) / Wells Fargo
10.2011 - 05.2013
  • Identify and index documents to the appropriate customer and document type.
  • Responsible for performing electronic data entry while remaining in service agreement.
  • Incorporate lean concepts to meet processing quality and goal expectations.
  • Attend weekly meeting and ratify the changes that are to come for the following week.

Education

Associate of Arts -

Des Moines Area Community College
Des Moines, IA
01.2018 - 08.2024

Skills

  • Teamwork and Collaboration
  • Effective Verbal and Written Communication
  • Analytical thinking
  • Organizing and Prioritizing Work
  • Regulatory Compliance Adherence
  • Attention to Detail
  • Policy and Procedure Explanations
  • Expert problem solving

Accomplishments

  • Nominated for The National Honor Society of Success and Leadership (NSLS) by Des Moines Area Community College (DMACC) in recognition of academic achievement and leadership potential.
  • Accepted into The National Honor Society of Success and Leadership on May 1, 2024.

Timeline

Associate of Arts -

Des Moines Area Community College
01.2018 - 08.2024

Senior Special Inquiries Specialist

Wellmark Blue Cross And Blue Shield of Iowa
04.2017 - 01.2025

Customer Service Associate

Wellmark Blue Cross And Blue Shield of Iowa
04.2014 - 04.2017

Customer Service Associate

Aerotek Staffing Agency - Wellmark
06.2013 - 04.2014

Operations Clerk

Robert Half (Staffing Agency) / Wells Fargo
10.2011 - 05.2013

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