Cara Koenig Allison
Pittsburgh
Summary
Customer-focused and results-driven professional with a strong background in delivering exceptional service across diverse, fast-paced industries including finance, healthcare, retail, and funeral services. Experienced in managing and training teams of 40+ employees, overseeing multi-location operations, and resolving complex customer inquiries with empathy and efficiency. Skilled in utilizing CRM and communication platforms, streamlining processes to enhance customer satisfaction, and maintaining high-quality standards under pressure. Adept at building positive relationships, driving team performance, and ensuring compliance with industry regulations. Committed to creating seamless, compassionate experiences that foster customer loyalty and business growth.
Overview
11
11
years of professional experience
Work History
Family Services Coordinator
Jefferson Memorial Park
Pittsburgh
05.2024 - Current
- Serves as the first point of contact following a death, providing compassionate and timely support to grieving families.
- Conducts research to determine if the decedent has pre-existing burial arrangements or if available space exists with immediate family interments.
- Delivers immediate at-need services in a professional and empathetic manner, ensuring families feel supported throughout the process.
- Coordinates and conducts on-site property tours and walkthroughs for individuals exploring cemetery property options.
- Processes payments accurately and efficiently using an online point-of-sale (POS) system.
- Leads family meetings to guide them through the burial process and explore meaningful ways to honor their loved one’s life.
- Works collaboratively with the grounds crew to schedule burials and submits work orders for the opening of grave spaces.
- Responds promptly to inquiries submitted via phone, email, or the organization's website.
- Engages in community outreach to educate the public on the emotional and financial benefits of pre-planning funeral and cemetery arrangements.
- Leads funeral processions to the appropriate location, ensuring families have the opportunity to say their final goodbyes in a respectful and meaningful setting.
- Developed training materials for the Family Service Coordinator role, and actively trains new employees to ensure consistency and high-quality service delivery.
- Occasionally fulfills the role of pet funeral director, offering compassionate services for families grieving the loss of a pet
Customer Operations Associate II
Affirm
Pittsburgh
11.2022 - 02.2024
- Worked in a fast-paced, call center-style environment handling escalated customer inquiries related to loans, payments, technical issues, and general account questions via email and secure messaging.
- Maintained a 100% quality score while managing and resolving over 60 customer cases per day.
- Utilized systems such as Salesforce, Google Workspace (Gmail, Sheets, Docs, etc.), Slack, JIRA, and proprietary Affirm platforms to assist customers and manage case workflows efficiently.
- Reviewed and processed incoming check payments in a timely and accurate manner.
- Maintained and updated customer account information, including contact details and legal name changes.
- Identified and reported potential fraudulent activity to protect customers and the company from financial risk.
- Investigated and resolved merchant disputes by gathering and evaluating evidence, collaborating with both merchants and consumers to reach fair outcomes.
- Monitored and processed escalations related to compliance matters, including SCRA protections, bankruptcy filings, and deceased account notifications.
- Partnered cross-functionally with internal teams to assess and resolve complex customer issues, ensuring a seamless customer experience and consistent policy adherence.
- Participated in special projects aimed at streamlining internal processes to enhance the customer experience and improve workflow efficiency for employees.
Claims Payable Analyst, Associate
UPMC
Pittsburgh
03.2020 - 11.2022
- Updated vendor files accurately using W-9 forms submitted by providers to ensure compliance and data integrity.
- Adjusted claims to reflect bad debt write-offs, refunded and voided checks, including making subrogation adjustments as needed.
- Interfaced with internal and external customers via CUT logs, emails, phone calls, and Microsoft Teams meetings to resolve inquiries and concerns efficiently.
- Assisted project teams and workgroups in process improvement initiatives and operational tasks.
- Supported internal and external audits by providing necessary documentation and assisting with audit procedures.
- Collaborated with management and colleagues to develop and document workflows for previously undocumented processes.
- Created and implemented a return mail process, maintaining an accurate and updated log of in-house checks to reduce excessive void and re-issue fees.
- Trained new employees on various team workflows, ensuring smooth onboarding and consistent performance.
- Utilized systems including MC400, HealthPlaNET, Microsoft Teams, Microsoft Office Suite, JIRA, and SQL to complete assigned tasks and run reports effectively.
- Consistently performed in accordance with system-wide competencies, expected behaviors, and contracted service level agreements.
- Maintained an average quality score of 98%, demonstrating attention to detail and commitment to excellence.
Clinical Service Representative II
UPMC Health Plan
Pittsburgh
10.2016 - 03.2020
- Handled 50+ outbound and inbound calls daily from members and providers, utilizing a one-call resolution approach based on business needs.
- Responded to member and provider inquiries via email and chat sessions promptly and accurately.
- Verified member eligibility and provider participation status to support utilization management decisions.
- Analyzed benefit packages to make informed, upfront decisions regarding utilization management.
- Conducted outbound calls to providers for additional information when necessary.
- Documented customer cases with clear, detailed notes to assist nurses and medical directors in prior authorization decisions.
- Collaborated closely with the training and development team to ensure workflows remained current and accurate, especially after system updates.
- Trained new team members on department processes tailored to evolving business needs.
- Worked on a specialized team handling Out of Network service requests for Medicare members.
- Developed a Special Handling process for high-profile members to improve service delivery and member satisfaction.
- Maintained a quality score of 99%, demonstrating consistent excellence in customer service and compliance.
Territory Manager/Lead Barista
Crazy Mocha Coffee Co.
Pittsburgh
08.2014 - 08.2016
- Managed operations for a territory of 6 coffee shop locations, overseeing a team of over 40 employees to ensure consistent quality and customer satisfaction.
- Served as a primary customer-facing leader, engaging directly with customers to ensure exceptional service and promptly address any concerns or feedback.
- Crafted customized coffee and specialty drinks according to customer preferences, maintaining high standards of beverage preparation.
- Conducted all banking and cash management duties, ensuring accurate daily deposits and financial accountability.
- Managed inventory control and placed orders to maintain optimal stock levels across all stores in the territory.
- Delivered comprehensive food safety training to all employees, ensuring compliance with health regulations and promoting a safe working environment.
- Led recruitment efforts by interviewing and hiring qualified baristas to build strong, reliable teams.
- Provided hands-on training and ongoing coaching to new hires and existing staff to uphold company standards and foster professional growth.
- Coordinated and worked during special events, mobilizing all available staff to support increased customer demand and event success.
- Acted as a key liaison between store locations and management, addressing operational challenges and implementing best practices to improve store performance.
Education
High School Diploma -
Baldwin High School
Pittsburgh, PA 06-2014
Skills
- Customer Service
- Problem Solving
- Strong Communication
- Training and Development
- Attention to Detail
- Thorough Documentation
- Time Management
- Effective Communication
Affiliations
- Girl Scout Troop Leader 2022-Present
References
References available upon request.
Timeline
Family Services Coordinator
Jefferson Memorial Park
05.2024 - Current
Customer Operations Associate II
Affirm
11.2022 - 02.2024
Claims Payable Analyst, Associate
UPMC
03.2020 - 11.2022
Clinical Service Representative II
UPMC Health Plan
10.2016 - 03.2020
Territory Manager/Lead Barista
Crazy Mocha Coffee Co.
08.2014 - 08.2016
High School Diploma -
Baldwin High School
Similar Profiles
Abbagile MartinAbbagile Martin
Emergency Room Technician at Jefferson Memorial HospitalEmergency Room Technician at Jefferson Memorial Hospital
Angela MillerAngela Miller
Family Services Counselor at Jefferson Memorial CemeteryFamily Services Counselor at Jefferson Memorial Cemetery
GINA BRENNANGINA BRENNAN
LEAD MRI TECHNOLOGIST at ABINGTON MEMORIAL HOSPITAL – JEFFERSON HEALTHLEAD MRI TECHNOLOGIST at ABINGTON MEMORIAL HOSPITAL – JEFFERSON HEALTH
Sam SzwedaSam Szweda
Golf Caddie at Fox Chapel Golf ClubGolf Caddie at Fox Chapel Golf Club
Nia ChamberlissNia Chamberliss
Certified Teacher Assistant at Doodlebugz Child Learning CenterCertified Teacher Assistant at Doodlebugz Child Learning Center