Cara Brunvand
Missoula,MT
Summary
Dynamic escalation specialist with proven expertise in conflict resolution and customer service. Adept at leading training programs and managing complex issues to enhance team performance and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Manager Esclation Specialist
Cash App
Remote
04.2025 - 07.2026
- Handled 10-25 live escalation calls per shift, achieving rapid resolutions aligned with service-level agreements.
- Managed daily volume of 60-70 customer emails, resolving complex escalations and meeting performance metrics.
- Conducted root-cause analyses on escalations, identifying systemic issues and implementing process improvements that reduced repeat complaints.
- Utilized advanced de-escalation skills, leveraging empathy and communication to build customer trust during high-pressure situations.
- Provided omnichannel support through in-app messaging, phone, and email, optimizing accuracy and speed.
- Actively contributed to new hire training programs, sharing expertise to enhance learning outcomes.
- Acted as a reliable resource for newly graduated specialists, guiding them through complex cases to enhance their confidence and effectiveness.
- Served as the technical authority on cash app services, mentoring team members and staying updated with platform changes.
Director, Special Events and Service
The Keep Restaurant
Missoula, Montana
04.2021 - 02.2025
- Director of special events and promotional initiatives, coordinating logistics and ensuring a seamless experience for clients and attendees of 150+ special events annually
- Achieved 10% YOY bookings growth for special events through high customer satisfaction and retention rates and promotional initiatives
- Conducted regular performance evaluations and provided actionable feedback to team members, fostering a culture of continuous improvement and accountability
- Tracked labor and related expenses to align with financial goals and maximize resource allocation while ensuring compliance with service standards
- Analyzed processes to streamline operations, reducing service times and alleviating operational bottlenecks
- Managed inventory, ordering and pricing to maximize sales and maintain proper margins
- Resolved customer and staff complaints efficiently, fostering a safe and respectful environment
- Supported and guided staff by providing educational opportunities with food, alcohol, and service training to improve knowledge and increase sales.
Education
University of South Florida
St. PetersburgSkills
- Root cause analysis
- Customer service
- Conflict resolution
- Team leadership
- Effective communication
- Problem solving
- Time management
Other Skills
- Tools: Google Suite • Excel • SpotOn • Breadcrumb • Lightspeed • Workday • Slack
- Platforms/Methodologies: Salesforce • Agile • SCRUM • Waterfall • Sharepoint
Timeline
Manager Esclation Specialist
Cash App
04.2025 - 07.2026
Director, Special Events and Service
The Keep Restaurant
04.2021 - 02.2025
University of South Florida