Roxanne Fasick
Customer Service
North Hollywood ,CA
Summary
Customer service professional dedicated to enhancing customer satisfaction and driving company success. Proven track record in managing high volumes of inbound calls while maintaining strong customer relationships. Proficient in CRM systems with exceptional active listening and multitasking skills.
Overview
18
18
years of professional experience
Work History
Customer Service Lead
Screen Actors Guild Pension and Health plans
05.2012 - 11.2025
- Supervised customer service team to ensure quality support, facilitating onboarding of new hires with training on policies and systems.
- Handled escalated complaints efficiently, ensuring prompt resolution and follow-up.
- Enhanced customer satisfaction by swiftly addressing complex inquiries and delivering timely solutions.
- Reduced average call handling time by effectively diagnosing and resolving issues.
- Consistently exceeded performance goals through strong communication and problem-solving skills.
- Managed high call volumes while maintaining professionalism, contributing to increased customer loyalty.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Provided support during peak periods by managing call center queues and addressing customer inquiries.
Lead Claims Processor
Anthem blue cross
Woodland Hills
02.2008 - 01.2012
- Processed complex claims through internal systems and standard operating procedures, enhancing claim resolution accuracy.
- Ensured accurate data entry in claims management software EHS/CRM, facilitating timely claim processing.
- Ensured accuracy of claim information, managed data entry, and maintained records.
- Assisted customers in filing new claims and resolving issues with existing claims, improving overall customer satisfaction.
- Maintained up-to-date knowledge of healthcare regulations impacting claim operations.
- Performed administrative duties such as preparing documents, answering phones.
Education
Diploma - General Studies
North Hollywood High School
North Hollywood Ca 06-1997
Skills
- Customer service and de-escalation
- High customer service standards
- Complaint resolution
- Healthcare platforms (Epic/CRM)
- Claims processing
- Healthcare insurance background
- Workflow management
- Process optimization
- Microsoft Teams, Outlook, Word, and Excel
- Analytical thinking
- Effective communication
- Telephone etiquette
Timeline
Customer Service Lead
Screen Actors Guild Pension and Health plans
05.2012 - 11.2025
Lead Claims Processor
Anthem blue cross
02.2008 - 01.2012
Diploma - General Studies
North Hollywood High School