Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kassandra Overton

Kassandra Overton

399 Kale Rd. Boone,Iowa

Summary

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

13
13
years of professional experience

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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