Anna Casillas
Phoenix
Summary
Organized and dedicated Administrative Assistant with proven track record and over 20 years of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
22
22
years of professional experience
Work History
Administrative Support Specialist
State Of Arizona Corporation Commission
11.2022 - 05.2023
- Processed staff reports, testimonies, Open Meeting items, Memos and Letters from division staff requiring special formatting, routing, editing, copying, and submitting to Docket Control for posting.
- Provided coverage for Utilities Division front desk, complete daily mail delivery, and maintained and filed all Consumer Service Section's complaints.
- Prepared, processed, routed, filed, scanned and posted all tariffs.
- Provided administrative assistance to all other division sections as necessary.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Completed forms, reports, logs, and records to quickly handle all documentation for department.
- Increased customer satisfaction with prompt and accurate responses to inquiries and concerns.
Peer Recovery Specialist CRSS, BHPP
Wayspring
06.2021 - 05.2022
- Provided peer support to an assigned caseload of 60 - 80 members
- Assisted individuals with substance use and mental health disorders by creating a treatment plan and working closely to support and help members as they achieved their goals
- Designed safe and supportive environment for clients to discuss issues.
- Educated family members on addiction, mental health, and recovery principles to build a supportive environment for clients.
- Provided crisis support as needed and connected members with appropriate resources in a timely manner.
- Managed patients with substance dependence and co-occurring disorders.
Medical Customer Advocate
Cigna
09.2016 - 06.2021
- Met customer call guidelines for service levels, handle time and productivity.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided member service in a busy, fast paced call center environment by assisting members with their health insurance plan benefits.
- Educated members and assisted with resolving complex issues, claims, coverages, deductibles, preauthorizations, etc,
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
Education
High School Diploma -
Globe High School
Globe, AZ05.1985
Skills
- Customer Service Expertise
- Self Motivated, ambitious team player
- Documentation and control
- Project Schedule Coordination
- Scheduling and calendar management
- Microsoft Office
- Office Management
- Critical Thinking
- Administrative Support
- Employee Communications
- Payroll Administration
- Travel administration
- Clerical Support
- Document and File Management
- Credit and collections
Timeline
Administrative Support Specialist
State Of Arizona Corporation Commission
11.2022 - 05.2023
Peer Recovery Specialist CRSS, BHPP
Wayspring
06.2021 - 05.2022
Medical Customer Advocate
Cigna
09.2016 - 06.2021
High School Diploma -
Globe High School
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