Customer Service Administrative Assistant

SHELLEY J. CASSIDY

Administrative Professional

email: *********@***.*** Cell: 860-***-****

OBJECTIVE:

I am seeking a challenging position that will utilize my talents, skills and experience to maximize client satisfaction in a cooperative, fast-paced environment.

PERSONAL TRAITS:

Decisive, independent and self-directed Effective team member

Comfortable with urgency and multitasking Disciplined, organized and able to prioritize

Pride in a job done well Embraces change and meets challenges

Empathy and the ability to connect with clients

SKILLS:

Customer Service and Claims

Skillfully and sensitively handles customer/client inquiries and resolves them in a timely manner.

Initiates and maintains cordial business relationships with internal and external customers. Assumes responsibility for outcomes and follows up to ensure satisfactory resolution.

As a remote employee for both CIGNA and Smart Document Solutions, organized and managed own assignments, production, and schedule.

Computer and Administrative

Experienced and competent with Windows and DOS programs including Microsoft Office Suite, GBAS, Lotus notes, CRM, internet/intranet use, as well as several graphic programs, and able to quickly learn and implement new or proprietary software.

Able to enter data quickly and accurately, and use multiple systems simultaneously to complete work.

EDUCATION:

Point Park College - Pittsburgh, PA

Health Services Capstone Program - Public Health Concentration

Concurrently employed fulltime as an Administrative Assistant in the Admissions Office.

Palomar College - San Marcos, CA

Biology, Business English, Business/Technical Writing

Median School of Allied Health Careers - Pittsburgh, PA

A.A.S. Orthotic and Prosthetic Technology

Worked as Assistant to the Director of Financial Aid while attending school (work study) and fulltime during 1995-1996.

EMPLOYMENT HISTORY:

Olympic Coverage, LLC - Elmsford, NY 10/20/2014 - Current

Administrative Assistant – Part Time

Administrative and Personal Assistant to the president of construction bond agency. Duties include office management, scheduling, research, client management, collections and light bookkeeping as well as managing personal calendar.

Axelon Services Corp. (Contract) - New York, NY 03/24/2014 – 10/8/2014

Customer Service Representative at National Grid – Melville, NY

Telephone Customer Service to National Grid gas customers in the areas of Billing, Collections, Payments, Service Calls, Connecting/Disconnecting Service, and general questions and information regarding National Grid services.

Olympic Coverage, LLC - Astoria, NY 01/07/2013 – 03/15/2014

Administrative Assistant – Part Time

Administrative Assistant to the president of construction bond agency. Duties included office management, research, client management, collections and light bookkeeping.

Resource Group Staffing (Temp) - West Hartford, CT 10/01/2012 – 12/29/2012

Human Resource Service Center Benefits Representative at Northeast Utilities – Berlin, CT

Ninety day contract assignment providing telephone and email assistance to Northeast Utilities employees and retirees during open enrollment. Learned old and new plans as well as proprietary software to assist callers with benefit choices, web enrollment and carrier/coverage issues. Average 60-80 calls per day.

ValueOptions - Rocky Hill, CT 01/31/2011 – 04/29/2011 Customer Service Representative (Temp)

Provided compassionate and professional customer service to Behavioral Health providers and clients enrolled in all CT State benefit programs, including eligibility, benefits, referrals, authorizations, and discharge reviews.

Wentworth-DeAngelis Insurance - Farmington, CT 06/01/2010 – 11/08/2010

Benefits Specialist, CSR

Provided phone and email customer service to new and existing clients, acted as carrier liaison, quoting, billing issues, enrollments/terminations, administrative support.

Connecticut Business & Industry Association (CBIA) - Hartford, CT

Healthcare Reimbursement Arrangement (HRA) Administrator 05/08/2008 - 05/28/2010

Part of the team that set up and tested this new benefit program, then served as administrator of the plan, responsible for new case verification and entry, claims entry and adjudication, billing, payments, and customer service to employers, subscribers, and providers.

Customer Service Representative, Insurance Operations 07/16/2006 - 05/28/2010

Responded quickly and accurately to requests by agents, employers and members for billing/payment, membership, carrier, benefit, eligibility, policy, and corporate services and information. Utilized multiple resources to research information, initiated workflow to other departments. Maintained a high standard of quality in speed and accuracy of verbal and written responses. Assisted other teams during high volume periods with data entry and audit functions.

Manhattan Life Insurance Group - Windsor, CT 07/11/2005 – 12/30/2005

Life Claims Examiner

Researched death claims using various in-house and outside sources, to determine beneficiaries, terms, benefit amount and requirements for settlement. Obtained proofs and necessary documentation, paid claims, set up capital accounts, answered mail and phone inquiries, maintained files, documented all actions in computer systems.

Smart Document Solutions - Middletown, CT 01/11/2005 – 07/01/2005

Contracted Release of Information Specialist

In-house (outsourced services) contractor for release of Personal Health Information according to HIPAA guidelines and site policy (Middlesex Hospital). Determined HIPAA and site compliance of all requests, obtained physician authorization as needed, reviewed/extracted medical records, copied or scanned relevant documents for mailing. Answered phone, mail, email inquiries, documented all work. Coordinated with the site’s Medical Records staff. Responsible for my own schedule, workflow and production.

CIGNA HealthCare - San Diego, CA / Visalia Service Center 01/10/1999 – 06/09/2004

Claims Processor and Customer Service Associate

As a Claims Processor: Input and processed healthcare claims according to Employer, Healthplan and Product protocols, Vendor contracts and HIPAA and Government regulations. Maintained a high level of processing and financial accuracy, time to process and production.

Worked from home successfully for 2 years after closing of San Diego Claim Center.

As a Customer Service Associate: Handled incoming inquiries from Members and Employers. Updated Member records, issued ID cards, facilitated PCP changes, answered benefit and claim questions, resolved problems with service and claims, expedited/processed claims to satisfy client, researched call issues and called customer back with information, referred or escalated calls as appropriate.

While with CIGNA I received numerous awards/bonuses for Perfect Attendance and 100% Quality, as well as Production Incentives, and Special Promotion Incentives.

Contact this candidate