Cassandra Lang
Covington
Summary
Professional in permit processing with strong analytical and organizational skills. Skilled in reviewing applications, issuing permits, and ensuring compliance with regulations. Known for effective collaboration, adaptability, and delivering results. Reliable team player with focus on accuracy and customer service.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Permit Technician
City of Atlanta Department Of Planning
11.2024 - Current
- Reviewed permit applications for compliance with zoning regulations and building codes.
- Processed Trade permits for homeowners in person and contractors online.
- Ensured accurate permit issuance by thoroughly reviewing applications and identifying any missing or incomplete information.
- Developed and maintained electronic filing systems for efficient document management.
- Assisted applicants in understanding permitting processes and requirements effectively.
Permit Technician
Dekalb County Planning and Sustainability
06.2023 - 01.2024
- Assisted customers with applying for building permits for residential additions and alterations, commercial alterations, repairs, additions and new construction. Also helped customers with trades, city services, and occupancy permits via online or in person. Handled payments via cash, check, money order or credit cards. Provided customer service via phone, email, video calls, or in person in a fast-paced and high-volume lobby.
Accounting Technician
Dekalb County Planning and Sustainability
08.2021 - 06.2023
- Assisted customers with applying for home based or commercial business licenses. Answered questions via phone, email, video calls, or in person while handling cash, money order, check or credit card payments. Escalated requests with other departments to complete the process in a timely manner. Provided excellent customer service in an inbound/outbound call center and lobby.
Customer Service Representative
Jibe/Dekalb County Water & Sewer
06.2019 - 08.2021
- Assisting residential and commercial customers of Dekalb County with explanation of bills, prorate, credit, debit, and adjustments of leaks via email or phone. Assist new customers with the process of new service, cancelling service, and submitting work orders to check water meters at property while using the PAC system.
General Customer Service
Peopleready
07.2017 - 09.2019
- Provide complete customer service via hospitality, cashiering, event setup, and food serving.
Generalist
Frontier Communications
02.2016 - 06.2017
- Created, cancelled, and delayed trouble tickets to other companies in an inbound/outbound call center with CRM system. Escalated trouble tickets to dispatch for sooner commit dates and spoke with technicians for updates via email and chat.
Customer Service Front Counter Representative
Bright House Networks
02.2014 - 02.2016
- Provide customer service to customers face to face, up sale, and handle cash daily using CRM system. Processed payments for cable customers and other fees and services; receives money from customers by check, cash, and credit card and balanced cash drawer daily. Resolve cable issues not resolved over the phone. Start new and disconnected service for cable, phone, and internet to customers while taking payments. Answer questions, submit credits, adjustments, add and remove equipment from active or deactivated accounts via chat and email.
Customer Service Representative
BrightHouse Networks
07.2013 - 02.2014
- Answering 100+ calls in an inbound call center while accepting payments over the phone. Trouble shoot equipment, up sale, cancel and start service with new and existing customers. Credit accounts, locate misapplied payments, and answering all questions pertaining to remotes, channel guide, and PPV while using CRM via chat and email.
Customer Service Support
Axelon/AT&T
03.2012 - 04.2013
- Create tickets and CBRE work orders that are dispatched to wireless technicians and contracting vendors. Provide customer service to internal and external customers in an inbound/outbound call center.
Dispatch Assistant
Axelon/AT&T
04.2008 - 01.2010
- Load, Add, and Void tickets that are dispatched to central office technicians. Provide customer service to internal and external customers in an inbound/outbound call center.
Customer Service Representative
RBS Lynk
09.2006 - 04.2008
- Responsible for providing accurate and professional customer service to customers with pre-paid accounts. Provided customers with pending authorizations, credits, returns, and add external banking information to their accounts. Respond to incoming emails of external customers for pre-paid. Assist merchants with entering supply orders and voice authorization approval codes with issuing banks in an inbound/outbound call center.
Customer Service Representative
Dekalb County Water & Sewer
06.2005 - 09.2006
- Responsible for providing excellent customer service to the entire county. Entering and adjusting accounts per re-reads, sell of property or disconnects. Making arrangements with delinquent customers in an inbound/outbound call center.
Maintenance Administrator
BellSouth
06.2003 - 07.2004
- Wholly responsible for porting back telephone numbers to BellSouth. Escalating portability of each customer back to BellSouth from other telephone companies in an inbound/outbound call center. Releasing service orders for completion of disconnects, add backs, and new services with data entry. Answering phones for problem resolutions involving technicians and filing records of completed orders.
Provisioning Specialist
BellSouth
07.2000 - 06.2003
- Designing telephone circuits with Taskmate and RMA programs with data entry. Calling and verifying information with customer service representatives in an inbound/outbound call center. Escalating telephone orders for completion with technicians.
Education
Some College - Computer Science
Fort Valley State University
Fort Valley, GA01.1999
Skills
- Call Center
- Customer Service
- Live Chat
- CRM Software
- Notary public
Certification
- Certified Notary Public
- April 2024 to April 2028
Timeline
Permit Technician
City of Atlanta Department Of Planning
11.2024 - Current
Permit Technician
Dekalb County Planning and Sustainability
06.2023 - 01.2024
Accounting Technician
Dekalb County Planning and Sustainability
08.2021 - 06.2023
Customer Service Representative
Jibe/Dekalb County Water & Sewer
06.2019 - 08.2021
General Customer Service
Peopleready
07.2017 - 09.2019
Generalist
Frontier Communications
02.2016 - 06.2017
Customer Service Front Counter Representative
Bright House Networks
02.2014 - 02.2016
Customer Service Representative
BrightHouse Networks
07.2013 - 02.2014
Customer Service Support
Axelon/AT&T
03.2012 - 04.2013
Dispatch Assistant
Axelon/AT&T
04.2008 - 01.2010
Customer Service Representative
RBS Lynk
09.2006 - 04.2008
Customer Service Representative
Dekalb County Water & Sewer
06.2005 - 09.2006
Maintenance Administrator
BellSouth
06.2003 - 07.2004
Provisioning Specialist
BellSouth
07.2000 - 06.2003
Some College - Computer Science
Fort Valley State University
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