Neal Cassandra
Memphis,TN
Summary
Diligent Customer Care Specialist equipped to manage routine calls and emails, as well as complex situations. Remains calm, level-headed, and analytical in face of challenging demands. Seeks every opportunity to improve customer relations, enhance loyalty, and increase sales. Maintained Net Promoter Score and quality rating measures. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
29
29
years of professional experience
Work History
Customer Service Representative I-II
Anthem
06.2020 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized customer service software to manage interactions and track customer satisfaction.
Connector
Anthem
11.2020 - Current
- Assist new hires during (OJT) on the job training
- Assist New hires with connecting to numerous systems and utilizing resources covered during training
- Listen to live calls during OJT and scheduled Side by Sides with new hires and tenured associates
Provide associates with additional support outside of (OJT) on the job training - Provide feedback to associates managers
- Assist in team chat daily
RFI Enrollment Specialist
Anthem
10.2022 - 02.2023
- Updated, entered and reviewed customer data.
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Reviewed statistic enrollment data and prepared reports.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
Customer Care Specialist
Humana
11.2017 - 05.2020
- Returned every call or email before end of each day, maintaining both speed and professionalism
- Verified and logged high volume of data each day, tracking account payments, updated personal information, and order details
- Reviewed insurance claims and adjustments
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved customer billing issues, by processing or setting up payment arrangements.
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Directed customers to appropriate departments for additional support.
Collections Specialist
Account Control Technology
10.2016 - 08.2017
- Ensured that appropriate changes were made to resolve customers' problems
- Reviewed and examined all relevant information in order to assess validity of complaints
- Compiled records of customer interactions and transactions, recording details of inquiries, complaints, and comments
- Processed credit memos and maintained assigned accounts
- Resolved customers issues and provided inquiries on account adjustments.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
Nurse Assistant
Westover Retirement Facility
12.2012 - 09.2016
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Assistant Sheeter Operator
Smart Papers
10.2006 - 10.2012
- Performed daily operations in sheeting machine to slice paper into sheets of uniform thickness
- Adjust feed rolls of machine to regulate pressure
- Assisted Operator in daily production to ensure proper paper stock, troubleshooting and recording production in computerize database.
- Followed company policies and OSHA requirements to maintain work safety.
- Reviewed work orders to determine materials needs, where to make cuts and how to complete high-quality products in line with specifications.
- Used gauges, calipers, and other devices to take measurements and identify problems.
Wastewater Operator
Fluor Daniel Fernald
06.1995 - 05.2005
- Operated a Complex Industrial Waste Water Treatment System utilizing a computerized distribution control system within procedural limits
- Maintained compliance with-in Federal, State and Local regulations.
- Activated pumps, valves and processing equipment to move water through treatment processes and added chemicals.
- Drafted reports and maintained logs on meter readings, tests, chemical and equipment usage as required by oh.
- Drafted reports and maintained logs on meter readings, tests, chemical and equipment usage as required by [State].
- Adjusted water treatment levels to correct below-standard variances
- Tested water samples and made adjustments to remove harmful bacteria and organism to guarantee water safety and quality of taste and smell.
Education
Associates - Art Education
Miami University
Mentor, Ohio05.2013
Skills
- Microsoft-word
- Microsoft Excel
- Database research
- Ability to Effectively Communicate
- Time-management
- Inbound And Outbound calls
- Customer service Excellence
- Email correspondence
- Strategic Networking
- Project Coordination
- Organizational Skills
- Active Listening
Additional Information
Deans List August 2016 Deans List for Academic success at Miami University
Timeline
RFI Enrollment Specialist
Anthem
10.2022 - 02.2023
Connector
Anthem
11.2020 - Current
Customer Service Representative I-II
Anthem
06.2020 - Current
Customer Care Specialist
Humana
11.2017 - 05.2020
Collections Specialist
Account Control Technology
10.2016 - 08.2017
Nurse Assistant
Westover Retirement Facility
12.2012 - 09.2016
Assistant Sheeter Operator
Smart Papers
10.2006 - 10.2012
Wastewater Operator
Fluor Daniel Fernald
06.1995 - 05.2005
Associates - Art Education
Miami University
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