Cassandra Dais
Allen,TX
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Representative for Federal Student Loans
F.H. Cann & Associates
02.2022 - 09.2023
- Maintained up-to-date knowledge of federal regulations and guidelines regarding student loans, ensuring accurate advising services
- Conducted thorough reviews of borrower accounts, identifying errors and rectifying issues promptly
- Maintained strict adherence to privacy policies and procedures while handling sensitive client information, ensuring the protection of borrower data at all times
- Provided continuous support to borrowers during the loan consolidation process and educated clients about the benefits of various forgiveness programs, simplifying complicated procedures for them
- Educated clients about the benefits of various forgiveness programs available to them, empowering informed decision-making processes
- Managed a high volume of cases efficiently, prioritizing tasks based on urgency and client needs
- Learned and adapted quickly to new technology, software applications, daily updates to processes & rules, & constant security updates with quarterly testing
Remote Customer Service Associate
Turn5
07.2021 - 10.2021
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Remote Customer Service Associate
PFSWEB
07.2020 - 08.2021
- Helped customers navigate placing, modifying, and canceling orders and the websites of Luxury Brands Kiehl's, Lancome, Thierry Mugler, & Viktor & Rolph fragrance and skincare products.
- Set up auto-replenishments, advanced consumer product knowledge, fielded questions, utilized & practiced de-escalation techniques, and addressed health-related concerns in a positive and timely manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained a positive and professional attitude toward customers to foster positive experiences resulting in repeat purchases
- Consistently placing in the 99.00% percentile rankings in Quality Assurance, as well as 100.00% case creation & resolution
- Developed and maintained knowledge of the evolving products and services of all four Luxury Brands to accurately answer questions and make recommendations
Hostess & Catering
Brio Tuscan Grille
08.2019 - 03.2020
- Schedule use of facilities or catering services for events such as banquets or receptions, and negotiate details of arrangements with clients
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Provide staff with assistance in performing difficult or complicated duties
- Maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed
- Tailored and modified menu planning, decorating, and exceeding expectations for events such as corporate team buildings, christenings, and weddings
Caregiver for a child
04.2018 - 04.2019
Bartender & Hostess
PF Chang's
01.2016 - 05.2018
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory
- Implemented cost-saving measures such as portion control guidelines, reducing overall expenses without sacrificing quality
- Monitored dining room operations, identifying areas of improvement in service flow and staff performance
- Enhanced customer satisfaction by efficiently managing reservations and accommodating special requests
- Contributed to a positive workplace culture by maintaining a professional demeanor and fostering open communication among team members
- Served as a liaison between guests and management in addressing concerns or special requests in real time
Caregiver for a child
06.2014 - 08.2017
Server
Grimaldi's - Coal Brick Oven Pizzeria
08.2012 - 07.2014
- Memorized restaurant wine stock and appropriate entree pairings, driving daily wine sales averaging 40% daily
- Absold high profit items such as appetizers and mixed drinks to enhance sales numbers
- Collected credit card cash and gift certificate payments from customers and made proper change for cash transactions or provided credit card slips for signatures
- Provided exceptional customer service by promptly greeting and seating guests, taking accurate orders, and delivering food and beverages in a timely manner
- Assisted in training new servers on restaurant policies, procedures, and best practices for delivering excellent customer service
Bar Manager/Bartender/Server
Plano's 1st & 10 Sports Bar
05.2010 - 07.2012
- Effectively handled cash transactions using POS system while maintaining accuracy in balancing cash drawer at the end of each shift
- Organized special events such as themed nights or live music performances to attract new customers and boost revenue
- Managed inventory and ordering process, ensuring optimal stock levels and minimizing waste
- Implemented cost-saving measures, resulting in a 22% reduction in beverage costs without compromising quality
- Developed strong relationships with suppliers to negotiate favorable pricing for alcoholic beverages and bar supplies
Education
High School Diploma -
Plano East Senior Highschool
Plano, TXSkills
- Active listening
- De-escalation techniques
- Conflict resolution
- Critical thinking
- Data entry
- Salesforce
- Zendesk
- Customer relationship management (CRM)
- Customer relations
Timeline
Remote Customer Service Representative for Federal Student Loans
F.H. Cann & Associates
02.2022 - 09.2023
Remote Customer Service Associate
Turn5
07.2021 - 10.2021
Remote Customer Service Associate
PFSWEB
07.2020 - 08.2021
Hostess & Catering
Brio Tuscan Grille
08.2019 - 03.2020
Caregiver for a child
04.2018 - 04.2019
Bartender & Hostess
PF Chang's
01.2016 - 05.2018
Caregiver for a child
06.2014 - 08.2017
Server
Grimaldi's - Coal Brick Oven Pizzeria
08.2012 - 07.2014
Bar Manager/Bartender/Server
Plano's 1st & 10 Sports Bar
05.2010 - 07.2012
High School Diploma -
Plano East Senior Highschool
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