Summary
Overview
Work History
Education
Skills
Certification
Programs and Projects
Timeline
Generic

Cassandra Buck

Lansing,MI

Summary

Currently an Onboarding Team Support Representative seeking the Talent Development Training Specialist position with Peckham.

Experience providing training, coaching and mentoring to people of all abilities in a culturally diverse environment using excellent interpersonal skills.

Flexible in training delivery style and method to make adaptations as necessary to meet the needs of the team and individuals.

Seeking to enhance the employee learning experience while connecting them to the mission, and encouraging an embrace of Peckham’s Core Values with a goal of helping people meet their maximum potential

Overview

7
7
years of professional experience
1
1
Certification

Work History

Contact Center Team Support

Peckham
Lansing, MI
05.2024 - Current
  • Answer team member questions on client policies and procedures.
  • Provide continuous coaching to help team members succeed.
  • Extended call monitoring for month or RFI, RR with feedback.
  • Act as "Walking Help Desk" to answer CSR questions and maintain Walking HD tracker.
  • Assess and address learning and comprehension of team members.
  • Complete data collection for daily and monthly reports including AHT and AUX use.
  • Report daily to supervisor including feedback on team and CSR's.
  • Monitor CSR's work areas for cube standardization, policy compliance for pen, paper, food and drink.
  • Report safety issues to supervisor.
  • Willingness to certify in Help Desk to assist when needed.
  • Promote Peckham’s vision, values, and services to all customers and stakeholders.
  • Adhere to organization wide quality standards.
  • Other jobs duties as assigned.
  • Work effectively and professionally with team members and staff.

NPIC Quality Assurance Monitor

Peckham
Lansing, MI
01.2023 - 05.2024
  • Performs call monitoring to meet monthly requirements.
  • Provides feedback to agents and supervisors.
  • Monitors and evaluates customer contacts processed through email.
  • Participates and facilitates in call calibration sessions.
  • Completes call evaluation scorecards per contract requirements.
  • Recommends methods to improve call quality.
  • Prepares and provides periodic reports to Quality Assurance Coordinator.
  • Promote Peckham’s vision, values, and services to all customers and stakeholders.
  • Adhere to organization wide quality standards.
  • Other jobs duties as assigned.

NPIC Duty Officer/Help Desk Represenattive

Peckham
Lansing, MI
01.2018 - 01.2023
  • Assist CSRs with escalated and/or difficult calls.
  • Schedule daily customer appointments allotted by the Department of State.
  • Fax or email documents to agencies when necessary.
  • Fax or email "threatening call" documents to NPIC Security when applicable.
  • Provide reports as required.
  • Fulfill miscellaneous requirements as identified by management and DoS.
  • Report weekly statistics to management.
  • Report IT issues to the Management team.
  • Assist with coaching CSRs as needed.
  • Address customer concerns with sensitivity, objectivity, and professionalism.
  • Separate Duty Officer responsibilities and permissions from general CSR duties and permissions if tasks overlap.
  • Promote Peckham’s vision, values, and services to all customers and stakeholders.
  • Adhere to organization wide quality standards.
  • Other jobs duties as assigned.

Education

Associate of Arts - Associate Degree in Business Administration

Davenport University
Grand Rapids, MI

Skills

  • Strong leadership
  • Performance Tracking
  • Team motivation
  • Call Monitoring
  • Coaching and Mentoring
  • Information tracking
  • Quality Assurance
  • Training Coordination
  • Training delivery
  • Employee Motivation

Certification

Ø Customer Service Week Award for Professionalism Peak Season 2015

Ø Riverside Employee of the Month in Recognition to Dedication to Quality and Achieving Production Needs 2019

Ø iStrive Certificate of Completion in skills for Workplace Success April 2023

Ø STAND OUT: Path to Success Leadership Training December 2023

Programs and Projects

  • Onboarding Program:
  • In collaboration with another TSR, we created a new Onboarding program to help NPIC with new hires. Familiarize with daily training subjects to incorporate into daily Onboarding meeting with class for individual and group training sessions based on needs of class and individuals. Evaluate the effectiveness of Onboarding process and implement process improvement plan. Collaborate with other teams and departments as a regular part of the improvement process. Develop training materials including job aides, assessments, call scenarios and call strategies for the group as well as materials according to individual learning style. Perform data analysis on results and utilize to refine process for continuous improvement. We organized mentoring time to help new hires to pass their certification.

Timeline

Contact Center Team Support

Peckham
05.2024 - Current

NPIC Quality Assurance Monitor

Peckham
01.2023 - 05.2024

NPIC Duty Officer/Help Desk Represenattive

Peckham
01.2018 - 01.2023

Associate of Arts - Associate Degree in Business Administration

Davenport University

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Cassandra Buck