Cassandra Jackson
Dallas,TX
Summary
Proven expertise in enhancing customer satisfaction and resolving complex inquiries, demonstrated during tenure at Baylor Scott & White. Excelled in training new employees, showcasing strong problem-solving and communication skills. Achieved high customer satisfaction ratings by efficiently managing high call volumes and employing statistical analysis to improve service delivery. Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Contact Center Specialist II
Baylor Scott & White
08.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Contributed to team success by consistently achieving individual performance goals and targets.
- Developed training materials for new employees, ensuring consistency in service delivery across the team.
- Trained new personnel regarding company operations, policies and services.
- Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
- Managed high call volumes by patients that needed technical help, assisted with setting up healthcare appointments and registering new patients while maintaining exceptional service quality and professionalism.
- Educated customers on company systems, form completion, and access to services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Dispatch Team Lead
AT&T-UVERSE DISPATCH CENTER
03.2010 - 07.2022
- Dispatched multi-level customer service calls to field technicians.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Performed audits to workflow.
- Monitored dispatched quality customer service calls and technicians schedule for route purposes.
Customer Service Representative
AT&T-VIDEO SERVICES
02.2008 - 03.2010
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Performed monthly inventory audits and reconciled discrepancies.
Education
High School Diploma -
American National Christian Academy
Grand Prairie, TX05.2011
Skills
- Statistical Analysis
- Problem-solving skills
- Call Center Customer Service
- managing other software such as Force, Edge, NAT, Pulse,Smart Chat and UMP
- Verbal and written communication
- Inbound phone calls
- Answering questions
- Communicating with clients
- Data Entry
- Product Knowledge
- Appointment Scheduling
- Training experience
- Complaint resolution
Accomplishments
- Member of employee Resource Groups such as Women of AT&T, Oxygen and Network.
- Assisted in training over 60 agents on new processes and coss trained modules.
Timeline
Contact Center Specialist II
Baylor Scott & White
08.2022 - Current
Dispatch Team Lead
AT&T-UVERSE DISPATCH CENTER
03.2010 - 07.2022
Customer Service Representative
AT&T-VIDEO SERVICES
02.2008 - 03.2010
High School Diploma -
American National Christian Academy
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