Leah Bacalso

• Participated in ongoing professional development opportunities to enhance knowledge of correctional practices and inmate management strategies.
• Promoted positive relationships between staff and inmates by modeling professional behavior and treating all individuals with respect.
• Observed behavior of inmates individually and as group to spot conflicts and implement de-escalation tactics.
• Facilitated inmate rehabilitation with educational programs, counseling sessions, and vocational training opportunities.
• Improved inmate behavior by implementing consistent disciplinary policies and maintaining clear communication.
• Communicated effectively with diverse populations of inmates, addressing individual needs while upholding security standards.
• Monitored visitation sessions closely to prevent unauthorized exchanges or breaches of conduct between inmates and visitors.
• Collaborated with fellow officers to maintain a secure environment for staff, inmates, and visitors.

Provided frontline support to policyholders of Blue Cross Blue Shield of New Jersey, specializing in health insurance claims. Responsibilities included assisting members with claim inquiries, explaining benefits and coverage details, resolving billing and processing issues, and guiding customers through claim submission and appeals. Ensured accuracy and compliance when reviewing claim information, maintained detailed records in the company’s database, and collaborated with claims processors and healthcare providers to facilitate timely claim resolutions. Consistently delivered courteous, knowledgeable, and efficient service to enhance member satisfaction.

• Responsible for accurately processing and validating car insurance claims, particularly those related to vehicle accidents and mechanical issues. Duties include reviewing submitted claim documents, verifying customer and incident details, inputting and updating data into the company’s claims management system, and ensuring compliance with policy terms and insurance regulations. Collaborates closely with claims adjusters, customer service representatives, and other internal teams to ensure timely and accurate claim settlements, enabling customers to receive their entitled insurance benefits efficiently.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.