Cassy Estera
@cassyestera
Customer service representative with over 7 years of experience.
United StatesWhat I'm looking for
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
Short-Term Disability Specialist
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.
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.
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 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.
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.
Education
Degrees, certifications, and relevant coursework
SCSt. 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.
Howard W. Blake High School
High School Diploma, General Education
2009 - 2013
Grade: 4.0/4.0
Graduated with a High School Diploma, achieving a GPA of 4.0/4.0 and being a member of the National Honors Society.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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