CASSANDRA ARAIZA
Durham,NC
Summary
Customer Service Representative with over 2+ years of experience in telephone support, customer care, and technical assistance. Skilled in major customer service software, conflict resolution, and maintaining a positive attitude under pressure. Pursuing an IT degree in Computer Information Systems to enhance technical skills. Eager to apply academic insights to customer service, providing robust technical support. Committed to continuous learning, troubleshooting, and problem-solving. Dedicated to contributing effectively in a fast-paced, customer-centric environment.
Overview
6
6
years of professional experience
Work History
Services Consultant
Progressive
Raleigh, NC
10.2024 - Current
- Managed policy adjustments, including coverage updates and cancellations, using Compass software integrated with Cisco systems to ensure compliance with state-specific regulations.
- Educated customers on auto insurance policies, explaining coverage details, policy benefits, and claims procedures for better decision-making.
- Processed payments with accuracy and confidentiality, adhering to financial and company protocols.
- Resolved complex customer inquiries, demonstrating empathy and professionalism to maintain high satisfaction rates.
- Collaborated with sales teams to identify upselling opportunities, contributing to increased revenue.
- Worked cross-functionally with teams to troubleshoot and resolve policy-related issues quickly and effectively.
- Provided personalized assistance to address inquiries about billing, claims, and coverage changes, ensuring customer satisfaction.
Customer Service Specialist
Walmart
Bentonville
02.2022 - 06.2024
- Handled 50+ daily calls, retrieving customer data, presenting resolution information, and escalating cases
- De-escalated complex customer issues, maintaining high satisfaction
- Assisted with basic internet and laptop troubleshooting
- Adapted to policy changes, consistently performing well
- Used policies, data, and resources to prioritize tasks
- Collected and analyzed feedback, creating actionable reports for management
- Made procedural exceptions to improve customer satisfaction
- Developed relationships with all call center departments, enhancing communication and service delivery
- Partnered with upper management to implement changes, improving service quality
Customer Service / Sales Representative
Concentrix
Jacksonville, NC
08.2023 - 11.2023
- Provide inbound customer support using a call flow guide
- Help customers complete purchases & provide post order support
- Persuade customers to purchase additional products and/or services
- Use product knowledge, build client relationships, and find new ways to retain customers
- Track, document, and retrieve information in databases
- Maintain broad knowledge of client products and/or services, such as: smartphones, tablets, computers, and wearables
- Offer additional products and/or services
- provided best customer service
Sales Associate
Express
Mebane, NC
09.2020 - 01.2021
- Maintain a clean and organized sales floor, checkout, fitting room, and stock room to ensure the store is safe and inviting to customers.
- Drive credit and loyalty member programs by explaining benefits and encouraging customers to participate.
- Follow company policies and procedures to ensure the safety of all our associates and customers.
- Assist with product launch changes according to company SOP
- Deliver on all aspects of the customer experience model.
- Process transactions quickly and accurately reducing the customers wait time.
- Positively resolve customer service-related issues as they arise and determine resolution or escalate further – communicate all issues and resolutions to Store Management.
Front Desk / Receptionist
Noire The Nail Bar
Durham, NC
06.2019 - 09.2019
- Warmly greet clients, walk them to the proper beauty station and inform assigned beauticians of their arrival
- Book and confirm appointments via phone
- Process transactions (cash and credit cards) and issue receipts
- Offer beverages and chat with clients who are in the waiting area
- Inform clients about new services and discounts
- Cross-sell services and products when appropriate (e.g. through informative brochures and gift cards)
- Update client records with contact and billing details, appointments and services offered
- Maintain a tidy reception area
Education
Associate of Arts - Cybersecurity
Alamance Community College
Graham06-2025
High School Diploma -
Carrboro Highschool
CarrboroSkills
Technical Skills
- Phone Etiquette (Advanced)
- Troubleshooting
- Teaching (Experienced)
Industry Knowledge
- Call Center Software
- Technical support
- Customer Experience
- Verbal & Written Communication skill
- Problem-solving
- Data Entry
Tools & Software
- SAP ERP
- Microsoft Excel
- Google Suite
- Service Now
- Boss software
- Outlook
Timeline
Services Consultant
Progressive
10.2024 - Current
Customer Service / Sales Representative
Concentrix
08.2023 - 11.2023
Customer Service Specialist
Walmart
02.2022 - 06.2024
Sales Associate
Express
09.2020 - 01.2021
Front Desk / Receptionist
Noire The Nail Bar
06.2019 - 09.2019
Associate of Arts - Cybersecurity
Alamance Community College
High School Diploma -
Carrboro Highschool
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