Casandra "Casey" Litzenberger
Orlando,FL
Summary
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with years of related experience and superior planning and time management abilities, as well as a strong Customer Service background.
Overview
13
13
years of professional experience
Work History
Customer Care Consultant
Toll Brothers
Orlando, FL
04.2024 - Current
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Implemented strategies that improved first-contact resolution rates, enhancing customer satisfaction.
- Reduced average response time by 83% to provide customers with faster correspondence. Completed service requests 37% faster.
- Developed and maintained knowledge base articles to streamline support operations.
- Served on Culture Committee for division to create monthly events and activities.
- Developed and implemented training programs to enhance employee skills and performance.
Warranty Service Representative
Mattamy Homes
Jacksonville, FL
11.2022 - 03.2024
- Work with vendors and sub-contractors to complete warranty service work for homeowners.
- Maintained strong communication between homeowners and trade partners to set appointments, provide clear expectations, and assist with questions and concerns as they arose.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and delivered comprehensive training programs for customer service representatives.
Operations Coordinator
KB Home
Orlando, FL
12.2021 - 11.2022
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Worked with vendors to reconcile invoices.
- Oversaw day-to-day operations of a team of 30+ superintendents and provided operational support as needed.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Builder Service Representative
American Woodmark Corporation
07.2019 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
Digital Guest Communications Coordinator
Universal Orlando Resort
Orlando, FL
06.2015 - 05.2019
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Prepared market reports and dashboards concerning status and findings and provided insights to executive leadership.
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Customized training materials based on diverse learning styles and departmental needs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Attractions Trainer
The Walt Disney Company
03.2015 - 08.2017
- Developed and delivered engaging training programs for new staff on attraction operations.
- Assessed trainee performance and provided constructive feedback to enhance skills and knowledge retention.
- Collaborated with management to identify training needs and improve operational efficiency across attractions.
- Facilitated workshops focused on safety protocols and customer service standards for attraction staff.
Social Media Manager
WCC: The Pulse
09.2013 - 02.2015
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Curated and segmented editorial content to increase engagement and channel growth.
Shop Manager
Rock City Inkslingers
12.2013 - 12.2014
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Education
High School Diploma -
Fairport High School
Fairport, NYBachelor of Science - Business Administration And Management
Capella University
Orlando, FL06-2026
Skills
- Customer Service
- Event coordination and planning
- Training
- Account management
- Staff Management
- Data Entry Software
Timeline
Customer Care Consultant
Toll Brothers
04.2024 - Current
Warranty Service Representative
Mattamy Homes
11.2022 - 03.2024
Operations Coordinator
KB Home
12.2021 - 11.2022
Builder Service Representative
American Woodmark Corporation
07.2019 - 12.2021
Digital Guest Communications Coordinator
Universal Orlando Resort
06.2015 - 05.2019
Attractions Trainer
The Walt Disney Company
03.2015 - 08.2017
Shop Manager
Rock City Inkslingers
12.2013 - 12.2014
Social Media Manager
WCC: The Pulse
09.2013 - 02.2015
High School Diploma -
Fairport High School
Bachelor of Science - Business Administration And Management
Capella University