Customer Service Representative
Resume:
Cassandra Marion <**********@*****.***>
Resume
Cassandra Marion <**********@*****.***> Wed, Jun 5 at 12:25 PM To: Cassandra Marion <**********@*****.***>
Cassandra Marion
**********@*****.***
Arlington, TN 38002
Work experience
OneRx Customer Service
Representative
The Cigna Group - Remote
April 2023 to October 2023
Assist clients, customers and health
care providers with understand our
business a little better. Topics like
determination of payments and
claims related to pharmacy assist
with costs and common questions,
Order and track medications, resolve
billing issues, work with presctibers
and pharmacy regarding customers
medications dosage, strength and
prior authorization, verify insurance
coverage, assist with copay and
deductible, assist with discount
programs, file claims, assist with
refunds, make sure customers
understand their health plan and
helps make it easy for customers to
work with us. Take ownership of their
issues and resolve them over the
phone the first time, every time. Be
an advocate for health and wellness.
Educate customers on disease
management programs and make
recommendations on the right
healthy living programs for their
needs.
Customer Service Representative
Dovenmuehle Mortgage, Inc. - Lake
Zurich, IL
June 2022 to October 2022
Maintain availability to answer
inbound calls daily, answering
various and complex inquiries
concerning all aspects of loan
servicing, and handling escalated
issues from junior staff. A
Appropriately refer inquiries and
research requests to the applicable
department or staff member. Verify
and change account information,
process and forward documentation
requests to various internal
departments, perform and request
research on tax and insurance
issues, process loan payments,
resolve and explain billing issues,
and verify tax and insurance
disbursements.
Submit requests to initiate, correct,
or resolve issues of payments, tax
and hazard insurance, escrow
accounts, purged loan information
requests, loan payoff requests,
transfer and conversion, and general
research on lien releases. Prepare
and send account information and
other correspondence to borrowers,
clients, and other third parties.
Document all activity timely and
accurately in appropriate databases.
Represent “Private Label” clients by
using organizational names
accurately when
interacting with their customers.
Assist with outbound telephone call
projects, such as welcome calls or
task completion calls.
Maintain knowledge of current
policies and procedures for each
department within loan servicing and
each Private Label client. Maintain a
minimum of 75 incoming calls per
day with at least a 90% quality
score.
Identify and communicate ideas for
improved workflow, enhanced
automation, and increased service
levels.
Comply with Code of Conduct and
regulatory training requirements.
Successfully complete annual
regulatory compliance training.
Additional duties as assigned.
Customer Service Representative
Arise platform - New Jersey
April 2020 to February 2021
My job description was to assist
Medicare members with
transportation, taking inbound calls.
Locate and contact transportation
providers for members, if the driver is
late scheduled Lyft rides for
members also scheduled Lyft ride for
members, provided bus tickets and
bus passes to members, verified
eligibility of members and provided
excellent customer service.
Sr Global Account Representative
FedEx - Memphis, TN
June 2000 to June 2013
Lead position where I handled
inbound calls, irate calls and email
requests from Account
Executives/Sales. I would analysis,
process and resolve issues that the
Account Executive had with
customer pricing, discounts and
rebates. I also handled inbound
/outbound irate calls for government,
duty and taxes, monitor service level
and representatives calls, enter
payroll, process vacation/shift
schedules, train representatives,
assign customer billing inquiries to
representative ( write in paperwork),
pay by phone and assist
representatives with any issues and
concerns they may have to ensure
excellent customer satisfaction.
I received numerous Bravo Zulu,
Purple Promise and Vice President
awards in regards to excellent
customer satisfaction performance.
Handle in a very polite and
knowledgeable way
inbound/outbound customer calls
regarding their invoicing issues.
Resolve, analyze and correct
mistakes on customer billing
invoices, process pay by phone and
provide excellent customer services.
During my customer service years I
received several Purple Promise
Awards from management and
numerous customer appreciation
letters.
Education
Associate in Business
Administration in Business
Administration
Bethel College - Memphis, TN
May 2011 to May 2013
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