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
2022.11 - 2023.05
- 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
2021.06 - 2022.05
- 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
2016.09 - 2021.06
- 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
2022.11 - 2023.05
Peer Recovery Specialist CRSS, BHPP
Wayspring
2021.06 - 2022.05
Medical Customer Advocate
Cigna
2016.09 - 2021.06
High School Diploma -
Globe High School
Similar Profiles
Stuart RottStuart Rott
Principle Safety Specialist at Virginia State Corporation CommissionPrinciple Safety Specialist at Virginia State Corporation Commission
Gloria WarrinerGloria Warriner
Sr. Market Conduct Examiner at VA State Corporation Commission - Bureau Of InsSr. Market Conduct Examiner at VA State Corporation Commission - Bureau Of Ins
Pete WatsonPete Watson
Associate Financial Analyst at Virginia State Corporation CommissionAssociate Financial Analyst at Virginia State Corporation Commission