Cassandra Upshaw
St. Stephens Church
Summary
Dynamic Insurance Professional with extensive experience at Geico in Claims Investigation and Policy Interpretation. Expertise in delivering exceptional Customer Service while ensuring Regulatory Compliance. Proven ability in Multitasking and Critical Thinking, driving timely Resolutions and enhancing Client Satisfaction in high-pressure environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Personal Injury Protection Adjuster
Geico
05.2025 - Current
- Ensured compliance with regulations by processing personal injury protection claims efficiently.
- Facilitated accurate settlements by determining coverage limits and timelines effectively.
- Evaluated PIP claims to assess eligibility for coverage and benefits.
- Analyzed medical and police documents to establish proof of loss efficiently.
- Interpreted policies and contracts to confirm applicable coverage for claims.
- Communicated effectively with claimants, medical providers, and legal representatives for clarity.
- Negotiated settlements promptly, achieving fair resolutions for all parties involved.
Agency Bill Account Resolution Analyst
Travelers Insurance
09.2024 - 05.2025
- Resolved overdue premium issues through detailed account reviews and management.
- Analyzed disputed billing transactions to identify and rectify discrepancies.
- Ensured accurate payment application and promptly addressed any inconsistencies.
- Maintained clear communication with stakeholders regarding billing updates and resolutions.
- Investigated aged debits and credits, recommending actions to management.
- Identified uncollectible premiums and implemented appropriate collection measures.
Interaction Center Insurance Representative
Travelers Insurance
04.2023 - 09.2024
- Built client trust by assessing risks and recommending coverage options.
- Provided tailored policy options based on customer needs and situations.
- Facilitated responses to quotes and policy changes for agents and partners.
- Evaluated cancellations and reinstatements, making informed decisions to resolve issues.
- Resolved service complaints, escalating complex issues to senior team members.
- Guided injured employees through online registration processes for claims.
Customer Solutions Representative
Travelers Insurance
02.2022 - 04.2023
- Enhanced policy issuance efficiency through accurate quoting and processing.
- Managed compliance transactions to ensure adherence to regulatory standards.
- Collaborated with customers to efficiently gather information for service requests.
- Maintained strong knowledge of Travelers products and insurance transaction processes.
- Resolved policy inquiries within authority, improving customer satisfaction.
- Identified potential underwriting risks and coordinated with relevant departments.
Customer Service Representative
Maximus Federal Services
08.2022 - 04.2023
- Maintained accurate customer records, enhancing follow-up efficiency using CRM systems.
- Responded to phone inquiries courteously, utilizing pre-scripted responses for consistency.
- Adhered to policies and procedures, ensuring compliance with privacy and operational standards.
- Resolved conflicts professionally, effectively managing high-stress situations and customer disputes.
- Assisted callers with online applications, ensuring accurate electronic submissions for processing.
- Documented call logs accurately, confirming scripts read to callers for quality assurance.
Customer Service Supervisor
Safelite Auto Glass
04.2021 - 02.2022
- Reduced customer complaint resolution time, boosting overall satisfaction rates.
- Managed and developed service representatives for consistent, high-quality customer experiences.
- Utilized VoIP and KPI reporting to enhance team performance and identify trends.
- Executed effective communication strategies to meet Service Level expectations in ROC.
- Created a rewarding environment, fostering talent retention and engagement at Safelite.
- Coordinated talent selection and training for efficient service representative onboarding.
Enterprise Sales Support Rep II
Segra
10.2017 - 04.2021
- Enhanced customer engagement by providing product support to sales team.
- Streamlined administrative tasks to ensure efficient sales team operations.
- Facilitated order entry by managing inbound calls and processing requests.
- Resolved billing and phone issues while delivering clerical support to customers.
- Processed high volumes of sales orders accurately and efficiently.
- Updated and maintained information across multiple computer systems effectively.
Technician II/Circuit Install-Business Delivery
Windstream Telecommunications
11.2003 - 09.2017
- Enhanced system performance by collaborating with cross-functional teams on upgrades.
- Verified service reliability through circuit testing and problem identification.
- Conducted tests for installation and repair of telephone circuits efficiently.
- Managed service orders and repair tickets with telecommunications partners.
- Executed installation and provisioning of DS0, DS1, and DS3 transmission services.
- Facilitated effective communication with customers and technicians via calls.
Education
High School Diploma -
King & Queen Central High School
King & Queen, VASkills
- Claims investigation
- Policy interpretation
- Insurance regulations
- Customer service
- Multitasking and organization
- Critical thinking
- Active listening
Accomplishments
In Sync Nomination, Travelers Insurance, April 2025
In Sync Nomination, Travelers Insurance, April 2024
In Sync Nomination, Travelers Insurance, March 2024
In Sync Nomination, Travelers Insurance, November 2023
Presidents Club, Segra, January 2020
Certification
Accredited Claims Adjuster- All Lines Adjuster- ACA Designation, May 2025
Timeline
Personal Injury Protection Adjuster
Geico
05.2025 - Current
Agency Bill Account Resolution Analyst
Travelers Insurance
09.2024 - 05.2025
Interaction Center Insurance Representative
Travelers Insurance
04.2023 - 09.2024
Customer Service Representative
Maximus Federal Services
08.2022 - 04.2023
Customer Solutions Representative
Travelers Insurance
02.2022 - 04.2023
Customer Service Supervisor
Safelite Auto Glass
04.2021 - 02.2022
Enterprise Sales Support Rep II
Segra
10.2017 - 04.2021
Technician II/Circuit Install-Business Delivery
Windstream Telecommunications
11.2003 - 09.2017
High School Diploma -
King & Queen Central High School