Experience-first customer service leadership

Calm when conversations become difficult. Turning difficult conversations into confident resolutions.

I de-escalate conflict, build trust, and deliver precise, empathetic solutions in high-pressure healthcare environments.

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About Carissa

I work where people, systems, and technology meet.

I’m Carissa O’Connell, a Customer Service Advocate with a growing foundation in healthcare technology, systems thinking, analysis, and software engineering.

My professional experience began on the human side of technology. As a Customer Service Advocate, I work directly with people navigating prescription benefits, claims, refills, coverage, orders, and other complex parts of the healthcare experience.

That work has taught me how much happens behind a seemingly simple question. Finding an answer can require understanding multiple systems, interpreting information, following business processes, identifying where something went wrong, and determining what needs to happen next.

Over time, I became increasingly interested in the systems behind those interactions— not just how to resolve an individual problem, but why the problem happened in the first place and how technology or better processes could prevent it from happening again.

That curiosity is what has led me toward Business Analysis, Quality Analysis, and ultimately Software Engineering.

How I think

The experience behind the transition.

01 Problem Solving

Look beyond the symptom.

I naturally want to understand what is happening beneath the immediate problem—whether that means tracing a workflow, investigating system behavior, or identifying a recurring pattern.

Systems Analysis
02 User Perspective

Understand the user.

Working directly with customers has taught me that technology is ultimately experienced by people. I think about clarity, accessibility, usability, and the real-world impact of a solution.

UX Empathy
03 Engineering Mindset

Build with purpose.

My goal is not simply to write code. I want to understand the problem, build thoughtfully, test what I create, and contribute to software that makes complex work more reliable and useful.

Code Quality

My journey is taking me from supporting people through technology to understanding, improving, and building it.

Experience portfolio

Real conversations. Real pressure. Real customer advocacy.

This portfolio goes beyond job duties and metrics to showcase the real moments that define strong customer service — de-escalating difficult conversations, solving complex prescription issues, supporting teammates, and creating trust when people need clarity the most.

01

Customer De-escalation

Calmly defuse escalations, identify root concerns, and guide members to clear, trusted resolutions.

02

Team Support

Strengthen team performance by sharing knowledge, supporting peers, and maintaining stability during peak demand.

03

Process Awareness

Identify workflow friction points and help improve efficiency, clarity, and overall service delivery.

04

Quality Conversations

Ensure accurate, respectful, and clear documentation that builds member confidence and trust.

05

Leadership Readiness

Demonstrate consistency, accountability, and leadership behaviors that elevate team performance and culture.

01

Customer De-escalation

Calmly defuse escalations, identify root concerns, and guide members to clear, trusted resolutions.

02

Team Support

Strengthen team performance by sharing knowledge, supporting peers, and maintaining stability during peak demand.

03

Process Awareness

Identify workflow friction points and help improve efficiency, clarity, and overall service delivery.

Mail order pharmacy advocacy

Resolving prescription logistics when members feel stuck.

In mail order pharmacy support, many members call feeling overwhelmed, frustrated, or scared they may miss important medication. My role is to slow the situation down, research the details, explain the options clearly, and help the member understand the next step.

Member problem

“Where is my prescription?”

A frustrated member calls after making multiple trips to the pharmacy. Their doctor insists the prescription was sent, but the pharmacy says nothing was received. After days of confusion, the member feels stuck in the middle with no answers and no medication.

My approach

Clarify the prescription path and explain available options.

I review the prescription history, confirm the name and strength of the prescription, check claim activity and timing, and explain what the member can realistically expect next. If the medication shows it filled through the mail service pharmacy, I would contact the mail order pharmacy with the member to check the order status. If the order shipped, and the memberurgently needed to fill locally, I also research the pharmacy benefits to see if an option may be available through the plan.

Empathy Benefits research Clear explanation Problem solving Follow-through

Member problem

“Why does my notification say it is not covered?”

A member receives a message that their medication is not covered because it requires a prior authorization. They are confused, anxious, and unsure whether the delay means they may go without treatment. They may also feel overwhelmed because they do not know what that means, who needs to act, or how long the process may take.

My approach

Translate the prior authorization process into clear next steps.

Instead of overwhelming the member with technical language, I explain the prior authorization process in plain terms. I clarify who needed to submit information, what the plan was waiting on, and how the member could contact their prescriber to keep the process moving forward. By the end of the call, the member understands the process and feels far less overwhelmed.

Patient education Calm communication Accuracy De-escalation Advocacy

Member problem

“I’m supposed to switch to mail service, but I’m already out of medication.”

A member learns they must begin using the mail service pharmacy, but they have already run out of medication and worried about missing doses before delivery can arrive. They need immediate help and a long-term solution at the same time.

My approach

Coordinate the immediate need with the long-term mail order requirement.

I check the pharmacy claims to confirm if the local refill rejected because of the mail service requirement. Then I review the member’s plan to see if the plan had options to allow them to fill locally. I also ask which medications the member is running low on so we can prioritize urgent needs first. While helping with the immediate issue, I also explain how future mail order refills will work so the member feels more prepared and protected from future interruptions.

Urgency awareness Coordination Benefit navigation Member reassurance Ownership

Member situation

“Why is my prescription suddenly so expensive?”

A frustrated member calls after arriving at the pharmacy expecting a normal copay, only to discover the medication now costs far more than expected. They are upset, confused, and worried they may not be able to afford the medication.

How I help

Research the claim carefully and explain the cost breakdown clearly.

I review the pharmacy claim to confirm whether it processed as the brand name or generic, confirm the quantity, and days supply with the member. I also review the medication tier and the member’s copay structure to explain why the price may have changed. If needed, I check the accumulator status to see whether deductibles or out-of-pocket requirements are affecting the cost. My goal is to replace confusion with clarity and help the member understand their options.

Claims review Cost explanation Attention to detail Member advocacy De-escalation

Member situation

“The pharmacy says my insurance rejected the prescription.”

A frustrated member calls after being told at the pharmacy counter that their prescription could not process through insurance. They are confused because they have active coverage and do not understand why the claim was rejected. After waiting at the pharmacy and getting little explanation, they feel angry, embarrassed, and worried they may leave without their medication.

How I help

Review the claim adjudication details and explain the rejection clearly.

I review the claim response to identify exactly why the prescription rejected, whether it is related to refill timing, quantity limits, days supply restrictions, coordination of benefits, prior authorization requirements, or pharmacy processing issues.

I then explain the rejection in simple language so the member understands what happened and what steps may resolve it. If appropriate, I also review possible covered alternatives, override options, or actions needed from the pharmacy or prescriber to help move the claim forward. My goal is to reduce confusion, lower frustration, and help the member feel supported while we work toward a solution.

Claims adjudication Benefit interpretation Problem solving Clear communication Member advocacy

The mindset behind the work

Strong healthcare support is built through patience, emotional awareness, resilience, and the ability to stay steady when someone else feels overwhelmed.

The ability to help people through stressful prescription problems does not come from memorizing policies alone. It comes from learning how to stay calm while someone is frustrated, confused, scared, or emotionally exhausted.

Over time, I have learned that members are not only looking for answers. They are looking for reassurance that someone is actually listening, thinking critically, and willing to help guide them through the situation.

That kind of support requires emotional control, patience, adaptability, and the willingness to slow down long enough to fully understand what is happening before rushing to respond.

It also requires constantly strengthening logistical knowledge: understanding claims, benefit structures, refill timing, prior authorizations, overrides, and how different parts of the process connect together.

The balance between empathy and operational thinking is what transforms a difficult interaction into a meaningful service experience.

01

Patience under pressure

Staying calm during emotional conversations helps members feel safer, more understood, and more willing to trust the guidance being provided.

02

Emotional awareness

Recognizing frustration, fear, or confusion allows conversations to become more supportive instead of transactional.

03

Logistical problem-solving

Strong service requires more than empathy. It also requires the ability to investigate claims, identify barriers, and navigate benefit systems accurately.

04

Consistent growth

Developing this type of advocacy takes continuous learning, self-awareness, communication practice, and experience handling real-world member situations.

Healthcare support becomes powerful when empathy, resilience, communication, and operational knowledge work together. That combination is what helps members feel supported instead of lost in the process.

Analyst mindset

The way I think is part of the solution.

Whether I am investigating a customer issue, analyzing a process, testing a solution, or learning how a system works, I approach problems with curiosity, structure, and a focus on improving what happens next.

✦

Systems Thinking

I look beyond the immediate issue to understand how people, processes, data, and technology interact. The goal is not only to solve the problem in front of me, but to understand the system that produced it.

  • Process mapping
  • Understanding system dependencies
  • Connecting business needs to technology
✦

Root-Cause Analysis

I naturally want to know why something happened. I break complex problems into smaller pieces, investigate the available information, identify patterns, and work toward solutions that address the underlying cause.

  • Problem decomposition
  • Pattern and data analysis
  • Root-cause investigation
✦

Quality & Continuous Improvement

I think about how a solution should behave, how it could fail, and how it can be improved. That mindset connects my customer service experience with quality analysis and software engineering.

  • Requirements thinking
  • Testing and validation
  • Continuous process improvement

The evolution

From answering questions to understanding what is behind them.

My experience as a Customer Service Advocate has evolved far beyond handling conversations. Each stage has shaped how I solve problems, recognize patterns, and understand the systems behind the customer experience.

Era 01

Learning to Advocate

I started by learning the fundamentals of customer service: listening carefully, communicating clearly, understanding what someone actually needs, and finding a resolution without losing the human side of the conversation.

I learned that good advocacy starts with understanding the person before trying to solve the problem.

Era 02

Solving Beyond the Surface

As the situations became more complex, I became more comfortable researching details, connecting information, documenting issues, and following problems through until the pieces made sense.

I stopped looking only for the immediate answer and started asking why the problem happened in the first place.

Era 03

Thinking Like an Analyst

In my current role, I started noticing patterns: repeated customer issues, process gaps, confusing workflows, and places where better information could make everyone's job easier.

A single customer issue can be more than something to resolve. Sometimes it is a clue to a larger process problem.

That shift has helped me develop the mindset I want to bring into Business and Quality Analysis.

Era 04

Thinking Like an Engineer

The more I analyze problems, the more curious I become about what is happening underneath the surface. I naturally break complex situations into smaller pieces, think about how systems connect, and look for opportunities to make processes more reliable.

I find myself asking whether technology could make an experience clearer, faster, or smarter.

My title is still Customer Service Advocate, but my approach to problems is becoming increasingly technical and systems-oriented.

Next Chapter

Following the Questions Further

I am building on what customer service has taught me by developing stronger analytical, quality, and technical skills. Business or Quality Analysis feels like a natural next step because it brings together the problem-solving skills I use every day.

Ultimately, I want to take that foundation further and become a Software Engineer who understands more than just the code.

Someone who understands the customer, the business, the problem, and eventually has the technical ability to build the solution.

Different chapters. Same direction.

Team engagement

Creating connection through humor, encouragement, and small team moments.

I believe a strong customer service team needs more than process knowledge. It also needs encouragement, connection, and moments that make the day feel lighter. I use playful messages, funny replies, helpful tips, and team prompts to help build morale while keeping the space professional and supportive.

Coworker Support

Latest requests from our community.

This space is for coworkers who want to support one another during difficult or unexpected moments. Browse current requests, learn what someone needs, and help in whatever way feels right for you.

Emergency Support Current Request

Rebuilding our lives after a devastating house fire

What happened

A family lost their home and many of their belongings in a devastating house fire and is now working to recover and rebuild.

What they need

Financial assistance to cover immediate basic necessities and housing while the family works to get back on their feet.

How you can help

If you are able, consider contributing to the fundraiser or sharing it with others. Every donation and share can help the family through this difficult time.

No deadline listed View Fundraiser

Participation is completely voluntary. Please only contribute if you are comfortable and able to do so.

Coming soon

Mindset pages for deeper leadership philosophy.

Later, this portfolio can include pages about how I approach coaching, conflict resolution, quality conversations, team morale, and service improvement.

Read My Mindset

Get in touch

Let's connect.

Whether you have a question about my work, a collaboration idea, or just want to say hello, I'd love to hear from you.