Support Representative Service

Casandra R. Ammon

*************@*****.*** 845-***-****

PROFILE

Exceptionally well organized, responsible, and highly motivated

Outstanding interpersonal and communication skills (verbal and written)

Work effectively with a wide variety of people

Experience in handling confidential paperwork

Ability to prioritize and multitask

Good customer-relations background

Advanced in Microsoft Office Suite: Word, Excel, PowerPoint, Outlook and, MS Teams

Experience working with SAP S4/HANA Enterprise

EMPLOYMENT HISTORY

Anthem Inc September 2021- April 2022

Customer Service Rep Level III

Responding to customer inquiries regarding their benefits and claims

Taking First Impressions calls for newly contracted retirement groups

Answering any inquires that are escalated regarding member’s benefits and Plan details Elevance Health Inc (Formerly Anthem Inc) promoted April 2022- Present Plan 2 Plan Specialist Level II

Responsible for serving as a single point of contact in responding to all Plan-to-Plan claims inquiries and resolving related issues. Plan to Plan Service Specialists may support Home Plans

(representing members) which would require strong knowledge of member benefits, medical policy, and authorization as well as JAA/TPA relations; Host Plans (representing providers) which would require strong knowledge of pricing, provider contracting/coding and medical pricing policy; or both lines of business. Primary duties may include, but are not limited to:

Supports inquiries from other BCBS Plans that were unable to be resolved through normal channels.

Works with internal business partners (sales, member experience, claims, medical review, appeals, etc.) and external contacts within the other Blues plans to address all inter-Plan claims issues.

Performs all aspects of customer service and manages adjustments, ITS processing, keying, rate negotiation, grievance and appeals, escalations, etc., in providing a seamless Blue customer experience.

Understands all lines of business, including all subsets within the products, and all the related systems.

Resolves Plan to Plan emails and Blue 2 General inquiries. Requests and routes medical records to medical review units.

Keys, processes, and adjusts claims for all lines of business.

Fully proficient in all key areas; performs many complex functions and provides leadership to other Specialists.

Actively seeks, evaluates, and understands information needed to make effective decisions.

Works independently.

May represent the unit as a subject matter expert.

Handles special projects as assigned.

Central Hudson Gas & Electric Corporation, Poughkeepsie NY Customer Service Representative (Level 1) July 2014- September 2021

Handling high volume of incoming calls in a Call Center Environment to help customers with billing inquiries, account management, and trouble calls.

Assist customers with financial difficulties by working in conjunction with the local Department of Social Services, and various charities to aid customers in bill payments. Field incoming service request and working with gas and electric foremen/women, in resolving issues related to customer products and reliability of service lines.

Resolve customer’s inquiries on their accounts

Mediacom Communications Corporation, Blooming Grove, NY April 2014- July -2014 Field Support Representative

Dispatch service technicians, installers, and other technical personnel to remedy service problems using Workforce Management tools, phones, and other technologies.

Operate CRT/computer to review customer account information and input appropriate data regarding reschedule dates, service changes, and trouble call information.

Monitor field technician’s locations and routes throughout the day. Clear/close technician and installer jobs and add equipment or services to customer accounts, as necessary.

Compile, maintain and prepare various required operational reports, logs, and files.

Handle routine dispatch calls and carry out fundamental customer service tasks Team Lead Reservationist/Supervisor

Group Americar LTD, New York NY 2003-2011

Establishing and maintaining travel accounts with national and international transportation services for our local clients.

Liaoning with national and international transportation companies

Making transportation reservations for business class clients to and from various meetings and/or airports.

Establishing schedules for call center Representative to always ensure phone coverage.

Approving Time Sheets for payroll

Approving or disapproving requested time off for representatives. Repair Service Bureau Operator

Cable & Wireless Jamaica Limited, Kingston Jamaica 1994-2003 Responsible for serving as a single point of contact in responding to technical issues regarding consumers landline telephone service. Primary duties may include, but are not limited to:

Answering high volume of calls in a call center environment and taking reports, trouble shooting and assigning technician to perform repairs on issues related to interrupted services.

Providing status report of assigned technicians to customers’ homes, for various technical repairs.

Communicate with Technicians on outside issues related to telephone poles and putting requests for repairs and or replacement.

Education

Degree In progress (Expected graduation 2023)

American Public University System

Criminal Justice Major with a concentration in Forensics

Associate Degree Sociology 1994-1996

University of the West Indies Mona Campus

High School Diploma 1989-1994

Excelsior High School

References

References will be provided upon request.

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