Cassandra Broadhurst
Rochester,NY
Summary
Adept at analytical reasoning and fostering relationships, I significantly enhanced client satisfaction and project success at Monroe County Department of Human Services. Leveraging skills in data interpretation and empathy, I improved communication processes and contributed to impactful legal and evaluation frameworks, showcasing a fast-learning ability and professional discretion.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Office Of The Comptroller General
Rochester, NY
06.2026 - Current
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Childcare Evaluator
Monroe County DHS
Rochester, NY
06.2025 - 06.2026
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- One year of experience in an office environment involving Reviewing applications for eligibility, or
Interviewing for placement/eligibility, or - Preparing/disseminating bills, or
Public contact work involving persuasion, teaching, negotiation, explaining, or counseling
Legal assistant - Social Security
Monroe County Law Department
Rochester, NY
02.2022 - 06.2025
- Serve as primary contact for claimants, representatives, and the public, providing information and assistance with evidence needed for disability/SSI claims
- Prepare and maintain case files, including organizing medical evidence, correspondence, and hearing materials.
- Process incoming and outgoing mail, including claimant submissions and agency notices
- Manage case workflow, tracking deadlines, required actions, and hearing schedules.
- Assist with hearing preparation, including assembling exhibits, preparing files for Administrative Law Judges, and occasionally serving as a hearing reporter.
- Provide customer service by answering calls, responding to inquiries, and helping claimants understand procedural requirements.
- Support administrative operations, including scheduling, calendaring, and document management.
Heap Energy Evaluator
Monroe County Department of Human Services
Rochester, NY
05.2019 - 01.2021
- Maintained a high degree of professionalism when dealing with sensitive information or challenging situations during the course of an evaluation.
Facilitated knowledge sharing among colleagues by presenting key insights from completed evaluations at internal meetings.
- Interview applicants in person or by phone to gather housing, demographic, and income information
- Explain program rules, regulations, and policies to applicants and assist them in understanding requirements
- Evaluate applicants for other assistance programs when appropriate
- Maintain compliance with federal, state, and local guidelines governing energy‑assistance programs
Education
Associate of Arts - Paralegal Studies
Rochester Business Institute
Rochester, NY06-2000
Skills
- Analytical reasoning
- Fast learner
- Data interpretation
- Scheduling/Planning
- Empathy and sensitivity
- Building student relationships
Timeline
Customer Service Representative
Office Of The Comptroller General
06.2026 - Current
Childcare Evaluator
Monroe County DHS
06.2025 - 06.2026
Legal assistant - Social Security
Monroe County Law Department
02.2022 - 06.2025
Heap Energy Evaluator
Monroe County Department of Human Services
05.2019 - 01.2021
Associate of Arts - Paralegal Studies
Rochester Business Institute