Summary
Overview
Work History
Education
Skills
SYSTEMS EXPERTISE
Timeline
Generic

CASSANDRA BLACKLEDGE

New Orleans

Summary

As an adept and goal-driven, I possess a demonstrated history of excellence in the insurance and customer service sectors. My expertise lies in streamlining operations, enhancing efficiency, and ensuring heightened customer satisfaction. I am currently pursuing a customer service role where I can apply my abilities and insights to foster the success of the organization.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

5
5
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

EVERISE
09.2023 - 06.2024
  • Managed a large number of incoming calls and effectively addressed various issues from a remote location, ensuring compliance with HIPAA regulations by meticulously confirming the identity of providers and members.
  • Managed a high volume of customer inquiries through various channels, maintaining a response rate of 95%.
  • Provided exceptional support and guidance to customers, resulting in a CSAT score of 96%.
  • Educated and documented providers and members about member demographics.
  • I have effectively managed and contested a variety of claims, leveraging my expertise in the field to achieve prompt and successful resolutions.

Apple Technical Support Representative

Apple
01.2020 - 03.2023
  • Resolved customer inquiries regarding product functionalities and software issues.
  • Provided technical support for iOS and macOS devices via phone and chat channels.
  • Documented troubleshooting steps in ticketing system to enhance knowledge base accuracy.
  • Assisted customers with account management, including Apple ID recovery and subscription services.
  • Delivered exceptional customer service, maintaining professionalism and empathy during challenging situations.

Customer service representative

TELEPERFORMANCE
03.2021 - 08.2022
  • Provided excellent customer support through a high volume of emails and phone calls.
  • Escalated technical issues with a customer's order, or provided discounts and promotional codes to ensure customer satisfaction.
  • Maintained up-to-date knowledge of product features and updates, ensuring accurate and effective customer support.
  • I have diligently inputted customer interaction details into Salesforce to accurately document requests, record issues, and document the solutions provided.

Customer service representative

GDIT
09.2019 - 04.2022
  • Delivered compassionate assistance to customers regarding their electricity bill inquiries.
  • I provided support to members by addressing account, service, and system issues. This involved guiding members through the necessary forms and technical procedures to resolve their concerns effectively.
  • I was responsible for coordinating customer service, patient scheduling, and billing duties.

Education

GED -

Chalmette High School
Chalmette, LA
05-2018

Skills

  • Customer Service
  • Process Improvement
  • Regulatory Compliance
  • Communication Skills
  • Clinical Knowledge
  • Software Implementation
  • Cash Handling
  • POS Systems
  • Data Analysis
  • Problem-Solving
  • Collaboration
  • Adaptability
  • Team Leadership
  • Negotiation
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Computer proficiency
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Product knowledge
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data collection
  • Order processing
  • Prioritization
  • Technical support
  • Dispute resolution
  • Product and service solutions
  • POS systems expert

SYSTEMS EXPERTISE

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Claims Processing Systems
  • Point-of-Sale (POS) Systems
  • Salesforce
  • Data Analysis Tools (Excel, Tableau)
  • Formulary Management Software
  • Customer Relationship Management (CRM) Software
  • Electronic Health Record (EHR) Systems

Timeline

CUSTOMER SERVICE REPRESENTATIVE

EVERISE
09.2023 - 06.2024

Customer service representative

TELEPERFORMANCE
03.2021 - 08.2022

Apple Technical Support Representative

Apple
01.2020 - 03.2023

Customer service representative

GDIT
09.2019 - 04.2022

GED -

Chalmette High School

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CASSANDRA BLACKLEDGE