Summary
Overview
Work History
Education
Skills
Timeline
Generic

Casaundra Foster

Chicago,IL

Summary

Detail-oriented professional known for optimizing contact center processes and ensuring compliance with operational policies. Experienced in mentoring teams to exceed KPIs and enhance customer service quality. Ready to contribute to organizational efficiency and client satisfaction.

Overview

9
9
years of professional experience

Work History

Supervisor

Hornblower Cruises and Events
Chicago, IL
09.2022 - 03.2026
  • Provided vision, leadership, and guidance, coaching and mentoring to foster an energized, motivating work environment and achieve desired business outcomes
  • Led continuous improvement initiatives that increased customer satisfaction and reduced resolution times through process optimization
  • Optimized Contact Center processes and tools to support service delivery, ensuring compliance and driving efficiency
  • Implemented KPIs, enhancing team performance metrics
  • Increased sales by enhancing sales conversion rates through targeted training initiatives
  • Collaborated with other City teams to develop and implement best practices and processes
  • Built organizational strength by developing employee competencies and focusing on exceptional client and guest service
  • Ensured Contact Center compliance with company operating policies, maintaining high standards of service

Inbound Sales and Guest Service Specials

Hornblower Cruises and Events
Chicago, Illinois
08.2017 - 09.2022
  • Converted maximum number of calls to sales, consistently meeting or exceeding sales targets
  • Converted phone calls to sales, contributing to overall revenue growth
  • Delivered sales presentations using scripted dialogues to effectively communicate product or service offerings to potential guests
  • Adjusted sales statements to target specific guest needs and interests, enhancing conversion effectiveness
  • Obtained guest information and entered orders into reservation system, resolving guest issues with strong service skills and diplomacy
  • Utilized appropriate methods to note important guest information and special requests, enhancing personalized service
  • Answered incoming calls promptly and professionally, ensuring high guest satisfaction
  • Assisted with outbound telephone promotions to existing guests, increasing repeat business

Education

Some College (No Degree) - Criminal Justice

Kaplan College
Online Classes

Some College (No Degree) - Construction Project Management

Turner Construction
Chicago, IL

Skills

Process Optimization

KPI Analysis

Compliance Management

Project Scheduling

Customer retention

Customer Service

Upselling

Training & development

Training Materials

Team management

Supervising experience

Managerial

Leadership

Mentoring

Organizational skills

Recruiting

Communication skills

Timeline

Supervisor

Hornblower Cruises and Events
09.2022 - 03.2026

Inbound Sales and Guest Service Specials

Hornblower Cruises and Events
08.2017 - 09.2022

Some College (No Degree) - Criminal Justice

Kaplan College

Some College (No Degree) - Construction Project Management

Turner Construction
Casaundra Foster