Robert Casas
Ventura,CA
Summary
Dynamic and detail-oriented customer service professional with over 7 years of experience in account management, banking, and insurance benefit advocacy. Proven ability to efficiently resolve customer concerns through exceptional communication, data entry, and problem-solving skills. Committed to leveraging strong organizational and time management abilities to enhance customer experiences and drive retention. Results-driven approach ensures the delivery of high-quality service that fosters long-term client relationships.
Overview
8
8
years of professional experience
Work History
Client Delivery Associate III
Guardian Life Insurance
01.2025 - Current
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders and brokers.
- Responded to customer requests for products, services, and company information.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Maintained confidentiality of patient finances, records, and health statuses.
Customer Service Rep I
Elevance Health
01.2024 - 10.2024
- Manage high-volume inbound calls for prior authorizations, delivering critical support to members and providers for medication approvals.
- Streamline prior authorization processes, enhancing efficiency in medication approvals and improving overall member satisfaction.
- Initiate outbound calls to healthcare providers, fostering productive discussions on patient care and resolving clinical authorization queries.
- Implement streamlined communication strategies, significantly reducing response times and improving service quality for members and providers.
Benefit Advocate (Contract)
Gallagher Bassett
08.2023 - 10.2023
- Resolve employee inquiries via phone, ensuring first call resolution for benefits and eligibility.
- Guide employees in selecting optimal benefit plans, enhancing their understanding and satisfaction.
- Address complex eligibility and benefits questions, collaborating with departments for swift resolution.
- Research and resolve intricate issues using multiple databases, improving overall employee experience.
Reservations Agent
Burke Williams Spa
01.2019 - 03.2023
- Handled member inquiries and complaints via phone and email, ensuring satisfaction and retention.
- Scheduled appointments and explained services, enhancing member experience and engagement.
- Resolved membership and payment issues promptly, maintaining accurate records and compliance.
- De-escalated challenging calls, retaining members and upholding company policies.
- Recommended and cross-sold products, driving additional revenue and member satisfaction.
Member Services Chat Representative
Sutherland Global (USAA)
01.2018 - 10.2018
- Assisted USAA members via chat with banking inquiries, enhancing customer satisfaction.
- Provided detailed information on bank products and services, ensuring informed decisions.
- Handled bank transfers, online accounts, transactions, and deposits, resolving issues efficiently.
Busser
Naxos Taverna
04.2023 - 11.2023
- Deliver exceptional customer service, enhancing guest satisfaction in a high-end dining environment.
- Support both front and back-house operations during peak times, ensuring seamless service flow.
- Efficiently reset and decorate tables with necessary items, maintaining a welcoming atmosphere.
- Adhere to health and safety standards in all dining and kitchen areas.
- Assist servers promptly, contributing to a cohesive team dynamic.
Education
Communications -
University of Nevada Las Vegas
Las Vegas, NV01.2016
High School Diploma - undefined
Las Vegas High School
Las Vegas, NV01.2015
Skills
- Adaptability
- Answering Phones
- Attention To Detail
- Billing
- Data Entry
- Databases
- Email Platforms
- Office Equipment
- Organization
- Problem Solving
- Scheduling
- Time Management
- Welcoming Visitors
- Deadline adherence
Timeline
Client Delivery Associate III
Guardian Life Insurance
01.2025 - Current
Customer Service Rep I
Elevance Health
01.2024 - 10.2024
Benefit Advocate (Contract)
Gallagher Bassett
08.2023 - 10.2023
Busser
Naxos Taverna
04.2023 - 11.2023
Reservations Agent
Burke Williams Spa
01.2019 - 03.2023
Member Services Chat Representative
Sutherland Global (USAA)
01.2018 - 10.2018
High School Diploma - undefined
Las Vegas High School
Communications -
University of Nevada Las Vegas
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