Open to opportunities

Cassy Estera

@cassyestera

Message

Customer service representative with over 7 years of experience.

United States

Message

What I'm looking for

I am looking for a role that values customer relationships and offers growth opportunities.

I am a dedicated customer service representative with over seven years of experience in various roles, including sales, claims processing, and customer care. My journey began at One Touch Direct, where I honed my skills in sales and customer inquiries, laying a strong foundation for my career. I have consistently exceeded sales quotas and built lasting relationships with clients through effective communication and conflict resolution.

In my most recent role at MetLife as a Short-Term Disability Specialist, I review and make decisions on pended claims, ensuring timely payments and assisting with manual claim entry. My experience at USAA as a Licensed Claims Representative further solidified my expertise in handling complex billing and compliance issues while maintaining a high level of customer satisfaction. I am proficient in major customer service software and Microsoft Office, which enhances my ability to perform efficiently in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

Short-Term Disability Specialist

Current

MetLife

Aug 2021 - Present (3 years 10 months)

Responsible for reviewing and making decisions on pended claims, submitting and approving payments. Conducts interviews and makes outbound calls while assisting with manual claim entry and decoding ICD10/CPT codes.

ICD 10 Coding Customer Service Outbound Calling Conflict Resolution Microsoft Office Payment Processing

Licensed Claims Representative

USAA

Aug 2018 - Aug 2021 (3 years)

Served as an inbound sales representative for car and special lines insurance, ensuring compliance and completing fiduciary duties. Managed complex billing and de-escalated customer issues while working with multiple systems.

Customer Service Billing Management Compliance Conflict Resolution Inbound Sales

Licensed Insurance Agent

Progressive Insurance

Nov 2017 - May 2018 (6 months)

Worked as an inbound sales representative, customizing insurance programs for customers and enhancing the agency's reputation by accepting ownership of new requests.

Customer Relationship Management Inbound Sales Problem Solving Customer Service Communication

Customer Service Representative/Claims Processor

ALORICA (UPS)

Jan 2015 - Oct 2017 (2 years 9 months)

Resolved customer concerns via email, phone, and chat, inputting damage or lost package claims and assisting major account customers with contractual services.

Customer Service Communication Email Support Phone Support Relationship Building

Sales Representative

One Touch Direct (AT&T)

Jan 2014 - Jan 2015 (1 year)

Determined customer requirements and answered inquiries by researching and providing information, enhancing customer satisfaction through effective communication.

Sales Customer Service Communication Research Customer Satisfaction Problem Solving Relationship Management

Education

Degrees, certifications, and relevant coursework

St. Petersburg College

Associates Degree, Criminology and Business Administration

2015 - 2018

Completed an Associates Degree in Criminology and Business Administration, focusing on the principles of crime and justice as well as foundational business concepts.