Cassandra Coffee
Wellington,TX
Summary
Motivated Client Service Representative with a strong background in customer relations and problem-solving. Achieved high customer satisfaction rates through effective communication and proactive issue resolution. Committed to fostering long-term client loyalty and contributing to organizational success.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Client Services Representative
NRG Energy
01.2019 - 03.2026
- Proactively identified customer needs, resulting in improved customer satisfaction.
- Handle inbound and outbound calls
- to address customer inquiries and concerns also via email, resolving issues meeting customer needs effectively.
- Provide account services for customers' account balance, make payment, utility commodity (gas/electric) usage, email invoices, including historical reports, transferring calls to optional departments
- Facilitated supervisor calls to address customer concerns effectively.
- Collaborated with internal teams to resolve service issues efficiently.
- Conducted follow-ups with clients to ensure satisfaction with services provided.
- Developed training materials for enhancing client engagement strategies.
- Provided customer service support to clients in a timely and efficient manner.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Processed orders, returns, exchanges, and refunds accurately and promptly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Provided top quality control and eliminated downtime to maximize revenue.
- Managed Relocations of businesses, reinstated customers by providing sufficient and affordable rate plans, cancelled agreements per customer request and also managed Assignment & Assumption Requests (Transfer of Ownership)
- Spoke with utilities to resolve matters for customers resulting in excellent customer satisfaction
- Trained new team members on customer service protocols and systems.
Business Account Manager/Senior Sales Advisor
Direct Energy Business/NRG
Phoenix, USA
05.2017 - 06.2019
- Managed outbound and inbound calls to renew and enroll small and large business customers, securing fixed rate products tailored to workspace size, meter quantity, and usage patterns.
- Coordinated contracts and account agreements to ensure compliance and customer satisfaction.
- Collaborated with cross-functional teams to deliver tailored energy solutions.
- Prepared and presented proposals addressing client needs and objectives.
- Analyzed market trends to inform strategic account management decisions.
- Trained junior staff on best practices in account management and client engagement.
- Coordinated with internal departments such as IT, HR, and Sales for successful execution of projects.
DEB Retention- (Inbound/Outbound)
Direct Energy Business/NRG
Tempe, USA
02.2017 - 06.2019
- Contacted customers to facilitate renewal of contract agreements to prevent commodity rate from defaulting to market variable to market-based rates.
- Facilitated contract renewal discussions with customers to prevent commodity rates from defaulting to higher market-based rates.
- Identified and addressed customer needs swiftly to improve satisfaction and overall service experience.
- Provide electric and gas commodities in multiple states across the United States by providing the most reasonable fixed rate based off customers' usage and budget.
- Processed transfer of ownership documents when a customer sold their business mid-term.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Collaborated with cross-functional teams to align on project objectives.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Streamline processes and optimize performance.
Residential Retention-U.S. North (Inbound)
Direct Energy
Tempe, USA
12.2015 - 02.2017
- Solicited additional home services, resulting in enhanced customer satisfaction and perceived service value.
- Delivered customer-centric services to meet diverse needs.
- Facilitated enrollment for electricity and gas services, streamlining processes for residents.
- Identified customer needs promptly, ensuring timely resolution and support.
- Developed expertise in utility regulations in utility regulations across states, ensuring compliance during enrollment.
- I have achieved 10 plus rewards from my consistency in high performance resulting in customer satisfaction.
- 1 year Circle of Excellence and 1 year Spotlight Awards including Top Gun Awards.
Sales Agent (Inbound/Outbound)
Direct Energy-CHS (CANADIAN HOME SERVICES)
Tempe, USA
05.2014 - 12.2015
- Solicited HVAC services and scheduled appointments, enhancing sales opportunities and client engagement.
- Provided detailed information on service plans, pricing, and promotions to prospective customers.
- Built strong customer relationships through effective communication and in-depth product knowledge, resulting in increased customer loyalty.
- Guided clients in selecting energy solutions customized to their specific needs and preferences, improving customer satisfaction.
- Ranked 4th out of 30+ sales department employees based on performance, leading to a year-end pay raise.
Fraud Customer Service Representative (Inbound-Seasonal)
Sears Holdings
Tempe, USA
10.2013 - 12.2013
- Monitored credit card activity for legitimacy using software and customer service expertise to protect against fraud.
- Resolved customer complaints through effective communication and problem-solving, resulting in higher customer satisfaction.
- Assisted customers with product inquiries and service requests to enhance their overall experience.
- Processed transactions accurately using point-of-sale systems.
Home Health Aide (HHA)
Childress Agency
Childress, TX
04.2013 - 08.2013
- Provided personal care and assistance to clients in daily activities.
- Assisted clients with mobility and transportation to appointments.
- Responded decisively during an emergency, significantly enhancing patient health and mental state.
- Monitored vital signs, maintained cleanliness of the home, completed household tasks for residents, and executed errands.
- Administered medications according to care plans and schedules.
- Supported clients with meal preparation and nutrition management.
- Ensured a safe and clean living environment for clients.
- Monitored residents' health and physical performances consistently.
- Monitored client conditions and reported changes to supervisors.
- Recorded daily notes about client conditions, treatments provided and progress made.
- Maintained accurate records of client health and progress notes.
- Provided mental and emotional support to clients, contributing to their overall happiness and well-being.
- Enhanced patient outlook and daily living through compassionate, personalized care.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Proactively completed tasks to ensure efficiency. to ensure all tasks were completed efficiently within the designated time frame.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Recognized emergency situations and implemented appropriate procedures.
- Once took action during an emergency situation and it actually benefited the patient tremendously as far as health and mind state including pain.
- Improved patient outlook and daily living through compassionate care.
- Planned, prepared or served meals to patients according to prescribed diets.
- Identified critical situations requiring immediate intervention. and implemented appropriate procedures.
Customer Service Agent (Inbound)
Sitel Corp. USAA
Amarillo, USA
09.2007 - 04.2008
- Resolved customer complaints through active listening and problem-solving, improving customer retention.
- Assisted customers with inquiries and provided product information, enhancing customer satisfaction.
- Assisted customers with inquiries and provided accurate product information, fostering positive customer experiences.
- Processed transactions using company-specific software systems, facilitating efficient service delivery.
Education
Some College (No Degree) - Basics
Clarendon College
Clarendon, TXWellington High Sccmk
Wellington, TXSkills
- Client Support Specialist
- Customer Service
- Client relationship management
- Account Management
- Business Development
- Client Relationship Strategy
- Client Growth Strategies
- Customer experience
- Customer solutions
- Enhancing customer satisfaction
- Sales
- B2B sales
- Cold Calling
- Outbound Sales
- Technical Support
- Client Order Management
- Client Billing Management
- Customer Account Reporting
- Customer Insights Analysis
- Remote client support
- Vendor Management
- Data management
- Data Entry
- Research
- Document organization
- Organizational skills
- Coordination skills
- Productivity software
- Microsoft Office
- MS Office
- Microsoft Word
- Microsoft Excel
- Salesforce
- CRM Software
- Computer literacy
- Goal Achievement Strategies
- Goal achievement
- Quality production
- High-quality output
- Analytical skills
- Critical thinking
- Work ethics
- Strong work ethic
- Management
- Leadership
- Public speaking
- Utility industry knowledge
- HIPAA
- Order fulfillment
Certification
- Nursing and Patient Care, 12/2015 to Present
- Anatomy and Physiology, 11/2015 to Present
- Life and Health Insurance
Additional Information
Authorized to work in the US for any employer. Extensive 18 year experience in customer service and sales fields.
Awards
- Customer Feedback, 01/2026, Spoke with the agent by the name of Cassandra and she was very professional and courteous.
- Customer Feedback, 01/2026, Shout out to Coffee, Cassandra for the compliment below.
- Customer Feedback, 07/2025, Cassandra (Coffee) was very polite and professional. She emailed the form I needed and explained the process quickly.
- Customer Feedback, 02/2025, The lady that helped me was Cassandra and she was absolutely top notch.
- Customer Feedback, 11/2024, I would like to take a moment to say a very big thank you to your employee, Cassandra.
- CIRCLE OF EXCELLENCE-TELESALES ALL-STAR WINNER-SALES ACHIEVEMENT AWARD, 02/2018, A ceremony for top performers whose overall score for the year has exceeded goal.
- CIRCLE OF EXCELLENCE, 12/2017, TOP AGENT.
- CIRCLE OF EXCELLENCE, 11/2017, TOP PRODUCER.
- SPOTLIGHT AWARD, 07/2017, MOST SALES.
- CIRCLE OF EXCELLENCE, 05/2017, A ceremony for top performers whose overall score for the year has exceeded goal.
- TOP GUN, 01/2017, MOST SALES.
- TOP GUN, 12/2016, MOST SALES.
- TOP GUN AWARD, 11/2016, MOST SALES.
- DEVICE COST RECOVERY FEE, 04/2016, Winning 100 % of customers back to re-instated with business in the USN department at Direct Energy.
- WORLD SERIES OF SALES CHAMPION, 11/2014, Top salesman in November 2014 in the CANADIAN HOME SERVICES department at Direct Energy.
- WORLD SERIES OF SALES CHAMPION, 10/2014, Top salesman in the month of October 2014 in the CANADIAN HOME SERVICES department at Direct Energy.
- QUALITY ASSURANCE, 01/2014, Delivered proper quality of communication for a great amount of time.
Timeline
Client Services Representative
NRG Energy
01.2019 - 03.2026
Business Account Manager/Senior Sales Advisor
Direct Energy Business/NRG
05.2017 - 06.2019
DEB Retention- (Inbound/Outbound)
Direct Energy Business/NRG
02.2017 - 06.2019
Residential Retention-U.S. North (Inbound)
Direct Energy
12.2015 - 02.2017
Sales Agent (Inbound/Outbound)
Direct Energy-CHS (CANADIAN HOME SERVICES)
05.2014 - 12.2015
Fraud Customer Service Representative (Inbound-Seasonal)
Sears Holdings
10.2013 - 12.2013
Home Health Aide (HHA)
Childress Agency
04.2013 - 08.2013
Customer Service Agent (Inbound)
Sitel Corp. USAA
09.2007 - 04.2008
Some College (No Degree) - Basics
Clarendon College
Wellington High Sccmk