Cassandra C Weaver
Altoona,PA
Summary
Dedicated professional with expertise in sourcing and implementing effective solutions. Proven skills in conflict mediation and multitasking, enhancing team productivity. Committed to leveraging customer service, secretarial, and computer skills in a long-term role.
Overview
28
28
years of professional experience
Work History
Virtual Call Center Agent (Remote)
ACD Direct
02.2025 - Current
- Handling donation calls and donation inquiries from donors.
Customer Service Representative
Nike (Remote)
05.2020 - 01.2026
- Utilized CSP, Omobo, Cybersource, GiveX, Nike FC Tool, Slack, Teams, SKU, and Microsoft Outlook for client systems.
- Facilitated escalated customer transfers from agents through effective communication.
- Conducted outbound calls to customers, stores, and carriers for service inquiries.
- Received customer calls to process product or service requests, and orders.
Nike Independent Telephone Specialist / Supervisor
LiveOps (Remote)
08.2019 - 01.2026
- Utilized CSP, Omobo, Cybersource, GiveX, Nike FC Tool, Slack, Teams, Sku, and Microsoft Outlook for client system management.
- Assisted consumers by taking escalated calls from other agents to resolve complex issues.
- Conducted outbound calls to customers, stores, and carriers for effective communication.
- Received and managed customer inquiries for products and services, while processing orders.
- Handled sensitive customer information, including payment details, with the utmost confidentiality.
- Trained new agents on processes and systems to enhance team performance.
- Participated in conference calls and seminars for ongoing training on new products.
- Collaborated with teams to address escalated cases, and provide timely solutions.
Call Auditor (Remote)
Liveops
, PA
04.2014 - 01.2026
- Monitor and evaluate calls: Review recorded customer calls for quality, script adherence, and compliance with company policies and regulations.
- Provide coaching and feedback: Deliver constructive, actionable feedback to customer service representatives to help them improve their performance.
- Ensure compliance: Audit calls to ensure they meet all legal and regulatory requirements, as well as internal company standards.
- Participate in calibration sessions: Work with other auditors and management to ensure consistent, fair scoring of calls.
AnswerExchange- TurboTax Forum Expert
LiveOps Intuit TurboTax (Remote)
01.2018 - 04.2023
- Responded to tax-related questions from customers on the client's website forum, enhancing user support.
- Completed regular training sessions on security protocols to effectively manage risks.
Customer Service Representative
LiveOps Nordstrom (Remote)
05.2018 - 04.2020
- Utilized COM, Merch Search, UPS pickups, Site Manager, Nordsource, Microsoft Outlook, and Skype to manage client systems.
- Assisted escalated customers by taking transfers from other agents.
- Conducted outbound calls to customers, stores, and UPS for service coordination.
- Received customer inquiries regarding products or services, and processed orders efficiently.
- Collected sensitive customer information, including payment details, during order placement.
- Participated in conference calls and seminars to remain informed about new products and services.
- Engaged in continuous training to enhance customer care skills and service delivery.
Customer Service Representative
NextRep GrubHub (Remote)
10.2017 - 10.2018
- Resolved customer order inquiries promptly and accurately.
- Coordinated with restaurants for real-time order updates.
- Made necessary adjustments to existing orders, as required.
- Processed order cancellations efficiently to maintain customer satisfaction.
Customer Service Representative
LiveOps Honk Roadside Service (Remote)
01.2017 - 01.2018
- Coordinated roadside pickups while utilizing Google Maps for accurate customer location.
- Communicated with customers to provide updates on pickup schedules, and address inquiries.
Customer Service Representative
LiveOps Parker School Uniforms (Remote)
01.2016 - 01.2017
- Assisted customers with inquiries regarding orders, products, and shipping processes.
- Handled escalated customer issues to ensure resolution satisfaction.
- Received customer calls, providing timely, and accurate information.
- Managed case submissions and requests directed to clients for further action.
Customer Service Representative Supervisor
LiveOps Guess? Inc (Remote)
01.2014 - 01.2017
- Utilized nCommerce, Engage, UPS, Vendornet, Relate, Enovia, Cybersource, and Card Merge systems for operations.
- Assisted escalated customers through transfers from other agents.
- Conducted outbound calls to customers, retail locations, and UPS to ensure service continuity.
- Managed inbound customer care calls to process product and service requests.
- Placed orders while handling sensitive customer payment information securely.
- Participated in conference calls and seminars for ongoing training on new products and services.
Sales Representative
LiveOps Infomercial and High Response (Remote)
01.2006 - 01.2014
- Conducted sales calls for TV and infomercial products.
- Upsold additional products, and addressed service inquiries.
- Read scripts accurately during call reception.
Bank Teller and Customer Service Representative
M&T Bank
Altoona, USA
07.2000 - 08.2013
- Assisted customers with loan applications and account openings to facilitate financial transactions.
- Processed customer transactions, maintaining accuracy in daily cash drawer, and vault operations.
- Conducted customer profiling to tailor marketing strategies, and enhance service delivery.
- Trained new employees on company procedures to ensure high-quality customer interactions.
- Managed sales interactions to drive revenue and customer satisfaction.
- Organized and filed documentation systematically for efficient retrieval.
- Purchased supplies to maintain operational readiness across departments.
- Answered telephones promptly to address inquiries and provide support.
Personal Home Care Aide
Home Nursing Agency Jevs
Altoona, USA
01.2009 - 01.2011
- Provided assistance to elderly clients in private residences.
- Supported patients with daily tasks, light housekeeping, companionship, and personal grooming.
- Facilitated meal preparation for clients to ensure that nutritional needs were met.
Front Desk Agent
Ramada Inn
Altoona, USA
07.1998 - 07.2000
- I greeted hotel customers to provide exceptional service.
- Performed data entry for accurate record maintenance.
- Operated the switchboard to manage incoming calls efficiently.
- Processed payments to ensure timely transactions.
- Managed reservations to optimize occupancy rates.
- Maintained organized filing systems for easy retrieval of documents.
Hostess and Server
Ruby Tuesdays
Altoona, USA
05.1999 - 06.2000
- Greeted and welcomed customers to create a positive dining experience.
- Received customer orders and entered them into the microcomputer efficiently.
- Served meals promptly, and bussed tables to maintain cleanliness.
Education
Notary Class -
01.2005
State Cosmetology Licence -
Altoona Beauty School
Altoona, PA01.2004
Diploma - Modeling/Foods and Nutrition program
International Correspondence School
02.2001
Academic Business curriculum -
Altoona Area High School
Altoona, PA06.1998
Skills
- Customer service
- Payment processing
- Escalation management
- Compliance auditing
References
Available upon request
Timeline
Virtual Call Center Agent (Remote)
ACD Direct
02.2025 - Current
Customer Service Representative
Nike (Remote)
05.2020 - 01.2026
Nike Independent Telephone Specialist / Supervisor
LiveOps (Remote)
08.2019 - 01.2026
Customer Service Representative
LiveOps Nordstrom (Remote)
05.2018 - 04.2020
AnswerExchange- TurboTax Forum Expert
LiveOps Intuit TurboTax (Remote)
01.2018 - 04.2023
Customer Service Representative
NextRep GrubHub (Remote)
10.2017 - 10.2018
Customer Service Representative
LiveOps Honk Roadside Service (Remote)
01.2017 - 01.2018
Customer Service Representative
LiveOps Parker School Uniforms (Remote)
01.2016 - 01.2017
Call Auditor (Remote)
Liveops
04.2014 - 01.2026
Customer Service Representative Supervisor
LiveOps Guess? Inc (Remote)
01.2014 - 01.2017
Personal Home Care Aide
Home Nursing Agency Jevs
01.2009 - 01.2011
Sales Representative
LiveOps Infomercial and High Response (Remote)
01.2006 - 01.2014
Bank Teller and Customer Service Representative
M&T Bank
07.2000 - 08.2013
Hostess and Server
Ruby Tuesdays
05.1999 - 06.2000
Front Desk Agent
Ramada Inn
07.1998 - 07.2000
Notary Class -
State Cosmetology Licence -
Altoona Beauty School
Diploma - Modeling/Foods and Nutrition program
International Correspondence School
Academic Business curriculum -
Altoona Area High School