Cassandra Coffee
1407 West Avenue,TX
Summary
Drove exceptional client service as a motivated representative, enhancing customer relations and administrative efficiencies.
Collaborated with team members to prioritize client needs and optimize support strategies.
Maintained organization and flexibility while leveraging computer skills to improve service delivery.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Client Services Representative
NRG Energy
01.2019 - 04.2026
- Utilized skills to proactively meet customer needs and expectations, enhancing overall customer satisfaction.
- Provided account details to customers, including reports and amounts due, ensuring clarity and understanding.
- Answered incoming calls and responded to customer inquiries via email, addressing issues initiated by customers.
Business Account Manager/Senior Sales Advisor
Direct Energy Business
Phoenix, USA
05.2017 - 06.2019
- Called and received calls from current and potential business customers to secure and maintain electric services, renewed account agreements, and managed accounts while sending and receiving proposals to stabilize energy rates.
- Contacted customers via email and phone to discuss renewal options for expiring contracts.
- Customers would follow up and I'd proceed with discussing renewal options.
- Reinstated contracts on affordable rate plans to better accommodate customer needs for gas and electricity.
- Assignment & Assumption (Transfer of Ownership) if customer sold business mid term I'd email the required documents to be completed by previous business owner and the party whom the business was sold to.
- Supplied energy solutions to businesses as a third-party provider.
DEB Retention- (Inbound/Outbound)
Direct Energy Business
Tempe, USA
02.2017 - 06.2019
- This role includes reinstating contracts/agreements on affordable and competitive rate plans that better accommodate the customers' needs for gas and electricity.
- Contacted customers to facilitate renewal of contracts and prevent default to market-based rates.
- Customers would follow up and I'd proceed with presenting our latest renewal options.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Quickly identified and addressed customer needs to enhance satisfaction and service experience.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- 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.
- Worked with cross-functional teams to achieve goals.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
Residential Retention-U.S. North (Inbound)
Direct Energy
Tempe, USA
12.2015 - 02.2017
- Solicited additional home services, improving customer satisfaction and service value.
- Delivered customer-centric services to meet diverse needs.
- Facilitated enrollment for electricity and gas services, streamlining processes for residents.
- I've 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.
- Gained expertise in utility regulations across states, ensuring compliance during enrollment.
- I've gained knowledge about how different states regulate as far as some laws and requirements to obtain a utility account.
Sales Agent (Inbound/Outbound)
Direct Energy-CHS (CANADIAN HOME SERVICES)
Tempe, USA
05.2014 - 12.2015
- Solicited HVAC services and equipment while scheduling appointments to maximize sales opportunities.
- Ranked 4th out of 30+ sales department employees based on performance, leading to a year-end pay raise.
- Developed strong customer relationships through effective communication and product knowledge.
- Assisted clients in selecting energy solutions tailored to their needs and preferences.
- Provided detailed information on service plans, pricing, and promotions to prospective customers.
Fraud Customer Service Representative (Inbound-Seasonal)
Sears Holdings
Tempe, USA
10.2013 - 12.2013
- Monitored credit card activity to ensure legitimacy, leveraging various software and customer service expertise.
- Resolved customer complaints through effective communication and problem-solving, improving customer satisfaction.
- Assisted customers with product inquiries and service requests, enhancing their overall experience.
- Processed transactions accurately using point-of-sale systems.
Home Health Aide (HHA)
Childress Agency
Childress, TX
04.2013 - 08.2013
- Monitored residents' health and physical performances consistently.
- Monitored vital signs, maintained cleanliness of the home, completed household tasks for residents, and executed errands.
- Once took action during an emergency situation and it actually benefited the patient tremendously as far as health and mind state including pain.
- Provided personal care and assistance to clients in daily activities.
- Assisted clients with mobility and transportation to appointments.
- Administered medications according to care plans and schedules.
- Supported clients with meal preparation and nutrition management.
- Maintained accurate records of client health and progress notes.
- Ensured a safe and clean living environment for clients.
- Monitored client conditions and reported changes to supervisors.
- Provided mental and emotional support to clients, contributing to their overall happiness and well-being.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Prepared meals and snacks based on dietary guidelines.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Improved patient outlook and daily living through compassionate care.
- Recorded daily notes about client conditions, treatments provided and progress made.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Took initiative to ensure all tasks were completed efficiently within the designated time frame.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Documented care provided and submitted notes to supervisor.
- Responded to patient calls with immediate assistance or direction to the right personnel.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Instructed family members regarding proper home care techniques and infection control procedures.
- Planned, prepared or served meals to patients according to prescribed diets.
- Recognized emergency situations and implemented appropriate procedures.
Customer Service Agent (Inbound)
Sitel Corp. USAA
Amarillo, USA
09.2007 - 04.2008
- Assisted customers with inquiries and product information effectively.
- Assisted customers with inquiries and provided product information, enhancing customer satisfaction.
- Resolved customer complaints through active listening and problem-solving, improving customer retention.
- Processed transactions accurately using company-specific software systems, ensuring smooth operations.
Education
Some College (No Degree) - Basics
Clarendon College
Clarendon, TXHigh School Diploma -
Wellington High School
Wellington05.2005
Skills
Customer Service
Client relationship management
Sales
B2B sales
Inside Senior Sales Advisor
Remote client support
Account Management
Business Development
Meeting Expectations
Technical troubleshooting
Data management
Financial Report Writing
Financial Analysis
Accounts Receivable
Accounts Payable
Productivity software
Microsoft Office
MS Office
Microsoft Word
Microsoft Excel
Salesforce
CRM Software
Computer literacy
Data Entry
Cold Calling
Outbound Sales
HIPAA
Utility industry knowledge
Management
Leadership
Public speaking
software Cultivated resilience and responsiveness to evolving demands and team dynamics
Reliable work ethics
Honest
Positive attitude
Quality work production
Critical thinking
Order processing
Promote growth within the company
Quality work production
Critical thinkingr
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 - 04.2026
Business Account Manager/Senior Sales Advisor
Direct Energy Business
05.2017 - 06.2019
DEB Retention- (Inbound/Outbound)
Direct Energy Business
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
High School Diploma -
Wellington High School