Cassandra Ewing

Handles complete case of customer service inquiries and problems associated with the servicing of the company's consumer services client base. Answers all customer contacts, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up. Exercises independent influence and judgment with dealers, field and consumers to ensure early intervention and resolution where possible. Cultivates and maintains ongoing customer and client relationships.

• Investigates customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues.
• Using discretion and decision making, cases are forwarded/escalated for handling with the involvement of dealers and client field & regional staff, requiring influence at early intervention stages affecting important client business targets. Determines quality problem resolution and negotiates with dealers to gain their acceptance. Intervenes with field office and/or National office to assist in resolution as required on a case-by-case basis.
• Answers all service calls and documents as appropriate using client's case management system.
• This includes but is not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions, incentive info, media complaints, reimbursement requests, cross-border clearances, audio and radio code clearances, financial questions based on client and relevant financial institutions, and roadside assistance direction. Assigned to ensure all case coding required under the Transportation Recall Enhancement Accountability & Documentation (TREAD) Act is done properly to ensure appropriate reporting to the NHTSA on behalf of Client.
• Key participants in Ride and Drives with Pre-Production vehicles and supply input as to changes and customer perspective as requested by Client.

·PROFESSIONAL EXPERIENCE

QUAD GRAPHICS (Formerly World Color), Clarksville, TN 1990 to 2010 (Plant closure)

800+ employee division of the international commercial printing company - This division produces long

run national and targeted magazines such as Money, Fortune, Road & Track, Southern Living, etc. as

well as high volume retail catalogs for high profile customers.

Progressive career growth with 23 years of experience gained in fast-paced, high-quality production and

retail and food service environments

· Proven leadership skills combined complex machine-operating skills applied in environments where

safety, quality, efficiency and customer-service, while working in an JIT environment

· Dependable, quick to learn with positive and effective leadership and interpersonal skills working in

team-based and/or stand-alone assignments with limited supervision.

Production Assembler - Feeder/ Helper/Stacker/Mailer

·

Key member of a production team that stitches binds and finishes high quality magazines for

companies such as Time Inc., Southern Progress, and Source Interlink

· Apply knowledge on high-speed production equipment including magazine/catalog stitching

equipment plus cutters, folders, poly-bagging and poly-wrapping equipment

· Feed magazine and catalog pages on the line, bound the books, and continuously monitor quality

· Oversee production counts and ensure the correct quantities/magazines go into cartons

· Operate and adjust ARPAC and PMI packaging equipment such as shrink bundle's, multi-

packers, pallet-stretch-wrappers including changing out plastic plus strapping equipment

· Use forklifts and pallet-jack material handling equipment

· Performed Bulk Mail Sorting / Distribution stacking & bagging duties.