Kassandra Toro
Conduent
Friendswood,TX
11
years of professional experience
Detail-oriented customer service professional with experience in leave administration, payroll, quality assurance and team support. Committed to delivering exceptional service, ensuring compliance, and driving operational excellence in a collaborative environment.
Work History
Flex Role
11 Months- Functioned as the main contact for associates, overseeing FMLA, medical, personal, statutory, and client-specific leave programs.
- Managed payroll processing for two healthcare client programs, auditing timekeeping, pay codes, and payroll accuracy.
- Partnered with HR, benefits, Payroll and third-party administrators to ensure compliance with federal, state and client requirements.
- Maintained leave documentation and tracked return to work timelines, providing timely updates to associates and leadership to facilitate smooth transitions.
- Developed process documentation and job aids while supporting special projects, enhancing compliance and ensuring business continuity.
- Facilitated the transition of new hires to production by overseeing their attendance, quality, productivity, adherence, and performance for 30 days.
Senior Customer Support Specialist
2 Years 8 Months- Delivered exceptional customer service by resolving benefit inquiries via phone and email with a focus on accuracy, empathy and first call resolution.
- Processed member requests while ensuring compliance with quality, service, and regulatory standards.
- Utilized multiple systems to efficiently research, document, and resolve complex customer issues.
- Resolved escalated customer concerns and collaborated with team to enhance service quality and boost customer satisfaction.
- Utilized multiple systems to research, document, and resolve complex customer issues effectively.
Sales Associate/ Cashier/ Back Office associate
3 Years 6 Months- Delivered exceptional customer service while accurately processing cash, credit, and electronic transactions.
- Supported front-end operations by ensuring efficient checkout experiences and compliance cash-handling procedures.
- Maintained accurate financial records and resolved cash discrepancies to ensure transaction integrity.
- Ensured efficient checkout experiences and compliance with cash-handling procedures to support front-end operations.
Front Office Administrator
3 Years 1 Month- Managed front desk operations, greeting clients and scheduling appointments to ensure smooth daily operations.
- Processed payments, invoices and billing records using QuickBooks while maintaining accuracy and confidentiality.
- Assisted with claims processing, payment tracking, and resolving billing discrepancies.
- Provided administrative support through record management and correspondence, facilitating efficient daily office operations.
Education
High School Diploma - Psychology, Medical Billing
- General Education
- GPA:3.8
No Degree - Health Information Management
- Health Information Management
- Currently Pursing
Skills
Quality Assurance (QA)
Compliance & Policy Adherence
Quality Control
Employee Training
Customer Support Operations
Data Accuracy
Call Center Operations
KPI tracking
Following KPI and Metrics
Team Leadership
Coaching and Mentoring
Claims Processing
HIPAA Compliance
Data integrity
Benefits Administration
EPIC and Zendesk
Leadership
Experienced leader with a strong ability to support and guide teams in both in-person and remote environments. Skilled in coaching, process improvement, problem-solving and fostering collaboration to improve performance, efficiency, and overall team success.
Timeline
Flex Role
Conduent
09.2025 - CurrentRead More
Senior Customer Support Specialist
Conduent
12.2023 - CurrentRead More
Sales Associate/ Cashier/ Back Office associate
Best Buy
12.2018 - 06.2022Read More
Front Office Administrator
All Star Printing and Graphics
10.2015 - 11.2018Read More
Opportunities For Learning
High School Diploma from Psychology, Medical Billing
Read More
San Jacinto College
No Degree from Health Information Management
Read More