Cassandra Dolce
Plantation,FL
Summary
I am hard-working and looking to apply my education and experience to all job areas with proficiency. I am very ambitious and looking for an opportunity to use my knowledge and apply my education to help grow a company. I am a proactive, well-organized professional who is successful at meeting and exceeding targets with strategic approaches. I am a personable professional dedicated to cultivating positive client, staff, and management connections. I am a highly developed communicator with outstanding skills in complex problem-solving and conflict resolution. I have expertise in resource allocation and schedule management.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Teleperformance USA (Intuit Turbo Tax)
12.2023 - Current
- Prepare internal and external reports by gathering and analyzing information from the general ledger system and form departments/other systems
- Analyze information and options by developing spreadsheet reports, verifying information
- Prepare journal entries
- Conduct account reconciliations and resolve discrepancies
- Answer finance and accounting questions
- Perform financial audits
- Navigate multiple platforms and systems while ensuring a seamless experience for customers and patients
- Regular, dependable attendance and punctuality
- Daily monitoring of monetary and non-monetary transactions for potential fraud and channels reports or tools to detect any unusual activity or fraud pattern
- Performs multi-dimensional data analysis and leads root-cause analysis on various platforms utilized in the department
- Work with change control for the diverse systems used in Loss Prevention to ensure all adjustments are tracked and monitored for audit/exam and process controls
- Works in conjunction with Management and various application vendors to ensure systems are up to date and adhering to audit and regulatory requirements
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently
- Other duties as assigned by supervisor.
Administrative Assistant
CeCe Service LLC
01.2022 - 01.2023
- Answered phone calls and emails to provide information, resulting in effective business correspondence
- Provided secretarial and office management support while building cooperative working relationships
- Inventoried and ordered supplies for the office
- Scheduled appointments, meetings, and events for management staff
- Responded effectively to sensitive inquiries or complaints
- Coordinated appointments, meetings, and conferences
- Prepared and prioritized calendars and correspondence
- Tracked and submitted employee timesheets to prepare for payroll processing
- Pleasantly welcomed visitors, answered phone calls, and maintained the front reception desk
- Handled incoming calls and directed callers to the appropriate department or employee
- Responded to customer issues to provide immediate resolution and improve retention
- Sorted and distributed incoming faxes, letters, and emails for office distribution
- Composed, edited, and typed complex memos and reports with job-related software
- Drove customer feedback to deliver information to management for corrective action.
Customer Service Specialist
Teleperformance USA (FIS Prepaid Sunrise)
08.2022 - 12.2023
- Initial point of contact in our social media management: Respond to all customer inquiries promptly and monitor social listening daily
- Provide excellent customer support through inbound phone calls, chat, and email
- Follow call center conversation guides when handling different topics; exhibit a blend of critical thinking and problem-solving skills to establish solutions for the customer
- Properly document and verify all patient information
- Build sustainable relationships and engage patients by going above and beyond in interactions
- Adapt to changes in regulation, policy, and procedures
- Communicate effectively with all team members across all platforms, written and spoken
- Meet and/or exceed individual and team goals
- Stay updated on general product category knowledge to share with customers and patients, as needed effectively
- Review and research high volume of transactions for payment and posting discrepancies, identify and document root cause, and raise findings to involved local office(s) and management for action
- Proactively communicate with local offices and customers directly to ensure timely payments and/or adherence to scheduled payment plans
- Assist other team members when needed
- Ensure the department’s procedures, policies, and internal controls are met
- Escalate issues arising related to the performance of job functions
- Assist customers and patients with order placement when appropriate
- Navigate multiple platforms and systems while ensuring a seamless experience for customers and patients
- Regular, dependable attendance and punctuality
- Perform other job duties as needed
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently
- Other duties as assigned by supervisor.
Customer Service Specialist
Teleperformance USA ( Us Bank Csc)
01.2021 - 08.2022
- Documented conversations with customers to track requests, problems, and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Upheld strict quality control policies and procedures during customer interactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages, and overages
- Secured client retention by driving service and product benefits, features, and client needs recommendations
- Helped customers open accounts, make deposits, update information, and carry out routine actions
- Resolved inquiries to meet performance benchmarks consistently
- Supported operational improvements and resolution of problems to deliver top-notch customer service
- Strengthened traceability by developing organization systems for client contracts, records, reports, and agendas.
Associate
Elegant Beauty Supply
11.2018 - 01.2021
- Manage upset customers, conflicts, and challenging situations, and address customer service inquiries promptly and accurately
- Proven experience providing customer support, keeping top stock shelves well organized, and replenishing and keeping all merchandise up to date
- Developed effective relationships with the management team
- Worked with management to ensure appropriate changes were made for efficiency, cost savings, and customer satisfaction
- Achieved customer satisfaction rating of 98% within three months, exceeding corporate target
- Built relationships with peers and upper management to drive team success.
Education
Associate of Science - Public Administration And Services
Broward College
12.2025
Diploma -
Plantation High School
Skills
- Effective organization in the arrangement of materials and careful planning
- Compatible and versatile in any working environment
- Quick thinking and problem-solving
- Fast past and maintaining time-sensitive objectives
- Intermediate level of communication in Haitian Creole
- Attention to detail in dangerous environments and intuitive thinking
- Customer satisfaction
- Customer service
- Customer support
- Well organized
- Practice management
- Triaging
- Customer Service
- Customer interaction
- Understanding operating systems, business applications, printing, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
- Oral communication
- Time Management
- Business strategies
- Inventory control procedures
- Merchandising knowledge
- Cash handling accuracy
- Strategic planning
- Excellent communication skills
- Reliable and punctual
- Document and File Management
- Appointment Coordination
- Confidentiality and Data Protection
- Multitasking and Time Management
- Ability to multi-task and adapt to changes quickly
- Diagnosis skills of technical issues
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology provides services
- Self-motivated with the ability to work in a fast-moving environment
- Experience working in a help desk environment
Timeline
Customer Service Specialist
Teleperformance USA (Intuit Turbo Tax)
12.2023 - Current
Customer Service Specialist
Teleperformance USA (FIS Prepaid Sunrise)
08.2022 - 12.2023
Administrative Assistant
CeCe Service LLC
01.2022 - 01.2023
Customer Service Specialist
Teleperformance USA ( Us Bank Csc)
01.2021 - 08.2022
Associate
Elegant Beauty Supply
11.2018 - 01.2021
Associate of Science - Public Administration And Services
Broward College
Diploma -
Plantation High School