Cassandra Capaldi Email & Phone Number

United States

-Supervised a team of 40+ advocates, setting clear performance expectations and encouraging them to exceed their capabilities-Conducted weekly, biweekly, monthly, and annual meetings to analyze trends and behaviors, providing suggestions for improvement-Coached, developed, and trained advocates on Member Service policies, procedures, and methods-Implemented strategies to enhance overall member service experience-Focused on developing, motivating, and retaining top talent within the team-Fostered strong relationships with internal and external customers through continuous feedback and support-Developed a client base by offering security, storage & virtualization, application development, and management services-Prepared and delivered presentations to clients for improvements and updates-Implemented a new attendance strategy to enhance client and member service satisfaction.

-Oversaw a team of representatives to cultivate a positive working environment and facilitate the sharing of best practices-Mentored, developed, coached, and provided feedback to employees to enhance quality, reliability, accountability, and productivity-Collaborated with internal teams to ensure satisfaction for patients, prescribers, and clients-Assisted in the recruitment, training, and support of new team members-Served as a point of escalation for complex customer issues, ensuring timely resolution-Established and maintained a virtual work environment to support collaboration and engagement-Led a customer-centric focus within the Medicare Grievance team while managing risk-Emphasized accuracy, customer satisfaction, and effort scores within the team-Provided operational support as needed, including weekends-Conducted interviews and made hiring decisions to strengthen the team-Coordinated with internal recruitment team for hiring and onboarding processes

Hamilton, Ohio, United States

-Established and maintained a virtual work environment to support collaboration and engagement-Led a customer-centric focus within the Medicare Grievance team while managing risk-Emphasized accuracy, customer satisfaction, and effort scores within the team-Provided operational support as needed, including weekends-Conducted interviews and made hiring decisions to strengthen the team-Coordinated with internal recruitment team for hiring and onboarding processes

United States

-Evaluated credit worthiness and made informed decisions on business and personal card applications/accounts-Provided detailed feedback to lending staff on submitted credit reviews-Ensured that credit review documentation substantiated and justified the final decision-Identified and evaluated applicant risks, including financial, credit, reputational, and industry risk-Recognized when additional levels of disclosure or documentation were necessary to support recommended credit exposure-Ensured documentation met risk requirements, including appropriate risk grading.

United States

-Attained department standards and goals by proactively contacting clients and collecting on debtor accounts-Established appropriate payment arrangements upon contacting debtors and diligently followed up on payment plans-Ensured resolution of all accounts by either securing payment, settling, curing delinquency, or determining uncollectibility-Executed comprehensive skip tracing efforts to locate individuals-Maintained meticulous records and documentation of account activity in accordance with policies and procedures-Complied with all regulations outlined by the Fair Debt Collection Practices Act (FDCPA)

United States

-Conducted daily phone calls as per management's directives-Profiled debtors and gathered financial data, updating records after each call-Negotiated optimal payment arrangements with clients-Demonstrated proficiency in using company telephone system for outbound and inbound calls-Referred accounts for legal or administrative wage garnishment as necessary-Utilized skip-tracing tools to efficiently locate debtors-Communicated effectively with third parties to obtain debtor location information-Ensured all accounts were handled in compliance with client standards and Federal Regulations

New Castle, Delaware, United States

-Managed business customer accounts through solution-based selling and account management-Conducted outbound calls to accounts to achieve sales quota metrics-Prepared sales documentation, activity reports, and forecasts as required-Created proposals for customers related to proposed solutions and new sales opportunities-Cultivated customer relationships through regular contact-Introduced various products and services available through Comcast Business to drive sales growth and account retention-Documented conversations and contact information accurately into client management system-Minimized downgrading or customer churn by working with customers to address concerns-Processed billing set-up for customers accurately and timely for invoice runs-Adjusted billing parameters as needed in response to contract changes-Researched and resolved customer disputes and complex escalations-Communicated billing details effectively to high-level customer representatives-Met or exceeded departmental key performance indicators-Spearheaded a referral incentive program which led to a 15% increase in sales.

New Castle, Delaware, United States

-Implemented forward-thinking strategies to maintain high levels of customer satisfaction by addressing needs and resolving concerns-Responded to customer telephone calls promptly and effectively to minimize on-hold wait times-Identified and resolved product or service complaints by clarifying issues and determining root causes-Collected and analyzed customer information to generate detailed product and service reports-Offered expert advice on products and services, increasing sales by 15%-Provided recommendations to customers, explaining details thoroughly to attract potential clients-Managed current statements and monitored payments from clients, promptly addressing past due accounts-Developed and implemented procedures for collecting past due amounts-8Conducted thorough reviews, research, and corrections of discrepancies and customer concerns