Cassandra Ellers
Sand Springs,OK
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Also, a forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Supervisor
TSI/Convergent
07.2021 - Current
- Supervisory conflict resolution calls
- Coaching agents on ways to improve
- Extensive use of Microsoft Office and subsequent systems
- Troubleshooting inoperative hardware and software technology complications
- Managed teams ranging from 6 to 30 team members.
- Developing new team talent by role play and coaching for proper form and function correlation
- Identifying areas of improvement with corrective action
- Collaborate with management team on improving business processes
- Multi-Tasking with numerous agents for IT resolution.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by team members.
- Maintain and correct time keeping for my team.
Call Representative
Capital One
04.2016 - 12.2020
- Inbound and outbound calls for collections.
- Educating customers on their accounts.
- Training 20-30 new hires per class.
- Audits for team calls.
- Customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed understanding of client's business and supported procedures and adherence to service agreements.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
- Managed escalated calls with professionalism, successfully deescalating tensions while addressing root causes of their issues.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by organizational standards.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Medical Assistant
Onsite Health Diagnostic
03.2015 - 03.2016
- Blood pressure
- Height and weight
- Capillary sticks
- Venipunctures
- Set up and break down of event to accommodate 200-500 patients.
- Maintained safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
Cashier
Sassy’s
05.2014 - 07.2015
- Worked flexible schedule and extra shifts to meet business needs.
- Learned duties for various positions and provided backup at key times.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Addressed customer needs and made product recommendations to increase sales.
- Identified and resolved discrepancies and errors in customer accounts.
- Welcomed 5-10 customers concurrently and helped determine their needs.
- Handled cash with high accuracy and took care to check bills for fraud.
Temp Worker
Temp Services
01.2012 - 05.2014
- Hospital housekeeping
- Contributed positively to workplace morale by maintaining professional and positive attitude in all temporary assignments.
- Murphy assembly of pressure gauges.
- Improved customer satisfaction with prompt and professional service during temporary placements in customer-facing roles.
- Demonstrated strong problem-solving skills to effectively address challenges and enhance overall performance in assigned tasks.
Education
BBA - Business Administration
American InterContinental University
Schaumburg, IL01.2023
Associate of Science - Medical Assisting
Career Point College - Tulsa
Tulsa, OK02.2015
Skills
- Task Delegation
- Customer Relations
- Data Analysis and Modeling
- Compliance Management
- Credit and collections
- Business Administration
- Handling Complaints
- Employee Development
- Payroll and budgeting
- Risk Management
- Customer Service Management
- Leadership and Change Management
Certification
- Business Administration with a specialization in Entrepreneurship, 01/17/23
- Medical Club Member, 2014
- Medical Assistant Certificate, 2014
- High School Diploma, 2014
Timeline
Operations Supervisor
TSI/Convergent
07.2021 - Current
Call Representative
Capital One
04.2016 - 12.2020
Medical Assistant
Onsite Health Diagnostic
03.2015 - 03.2016
Cashier
Sassy’s
05.2014 - 07.2015
Temp Worker
Temp Services
01.2012 - 05.2014
BBA - Business Administration
American InterContinental University
Associate of Science - Medical Assisting
Career Point College - Tulsa
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