Hi, I’m
Cassandra Maurice
Moorefield,KY
Sometimes the questions are complicated and the answers are simple.
Dr. Seuss
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare Insurance 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. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
years of professional experience
Work History
Conduent State Healthcare
Customer Service Representative
10.2022 - Current
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Amazon.com
Customer Service Representative
08.2021 - 06.2022
Job overview
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Subway
Assistant Manager
03.2017 - 09.2020
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Reviewed sales and gross profit report to assess company efficiency.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Curran Mowing
Foreman/Supervisor
03.2016 - 10.2019
Job overview
- This was A seasonal job Mowing many of the rest areas in ky
- Have to pay attention to details when planning how to get our projects done in a timely matter
- What tools are needed and who getting what equipment
- Had to check all the work when finished and also need to spray chemicals when ordered by clients
- Also kept all books, payroll ,and also keeping all work Orders receipts
- Inspected completed work to verify quality standards and compliance with criteria.
- Trained new employees to learn new systems, apply best practices and comply with protocols and regulations.
- Handled issues with relative ease by implementing best practices and applying critical thinking skills to find best solutions.
- Checked equipment to determine if maintenance was required.
- Reviewed project details to specify correct materials and equipment for job sites.
- Interacted with employees to demonstrate high standards and mitigate issues effectively.
- Established clear priorities and production quality standards.
- Monitored usage of supplies and materials to establish cost effective operations.
- Scheduled job assignments for staff to monitor progress and performance.
- Verified completed projects met approved time, quality, and cost estimates.
- Addressed issues with employees and customers to manage healthy conflict resolutions.
- Conducted monthly meetings with employees to discuss safety issues, status and development.
- Reworked positions and workflow based on individual abilities and production targets.
- Oversaw daily operations at site, keeping team production moving at optimal pace.
- Trained workers in proper methods, equipment operation and safety procedures.
- Inspected equipment and tools used for safe operation.
- Monitored job progress and performance of employees or contractors to complete projects prior to deadlines.
- Provided feedback to workers on job performance and safety procedures.
- Developed and maintained positive relationships with clients and other stakeholders.
- Supported construction and extraction workers to facilitate timely completion of projects.
- Established and enforced safety regulations, procedures and standards for construction and extraction workers.
- Administered disciplinary actions to workers violating safety regulations and company policies.
- Investigated and reported on accidents, injuries and near-miss incidents.
- Assisted in recruiting and hiring new construction and extraction workers.
Sterling House Assisted Living
STNA (State Tested Nursing Assistant)
02.2004 - 11.2006
Job overview
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Kept accurate records of patients' care, condition, and progress.
- Assisted with patient transfer and ambulation.
- Documented vital signs to inform nurses and physicians of any changes in patient status.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Facilitated personal hygiene management, feeding and ambulation.
- Upheld infection control and prevention policies across different patient-facing areas.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Transported patients between rooms and appointments or testing locations.
McAuley Center
STNA (State Tested Nursing Assistant)
12.2002 - 08.2004
Job overview
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Kept accurate records of patients' care, condition, and progress.
- Assisted with patient transfer and ambulation.
- Documented vital signs to inform nurses and physicians of any changes in patient status.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
Education
Bellefontaine STNA Classes, Bellefontaine, OH
STNA Certifacation class from Nursing
12.2002
Mechanicsburg High School, Mechanicsburg, OH
High school diploma or GED
06.2002
Skills
- Assistant Manager Experience
- Inventory Control
- Recruiting
- Payroll
- Management
- Supervising Experience
- Customer Service Skills
- Cash Handling
- Lawn Care & landscaping maintenance
- Cleaning Experience & Laundry
- Retail Management & retail sales 3 years
- Alzheimer's Care / Dementia Care
- Nursing
- Meal Preparation
- Customer service (10 years)
- Communication skills (10 years)
- Appointment Scheduling
- Information Security
- Account Updating
- Complaint Resolution
- Call Management
- Data Collection
- Data Entry
- Professional Telephone Demeanor
- Medical Terminology Knowledge
- Critical Thinking
- Microsoft Outlook
- Problem Resolution
- Conflict Resolution
- Spreadsheets
- Filing
- Technical Support
- Microsoft Excel
- Oracle and others CRM System Proficiency
- CRM Software
- Computer Proficiency
- Problem-Solving Abilities
- Quality Assurance Controls
- POS Systems Expert
- Call Center Operations
- Customer Relations
- Active Listening
- Documentation
- Office Equipment Proficiency
- Recordkeeping Strengths
- Microsoft Office Suite
- Research
- Customer Relationship Management (CRM)
- Quality Assurance
- Follow-up Skills
Assessments
- Sales skills, Proficient, 07/01/22, Influencing and negotiating with customers
- Call center customer service, Highly Proficient, 07/01/22, Demonstrating customer service skills in a call center setting
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Contract WorkPart TimeWork Location
RemoteImportant To Me
Flexible work hoursWork from home optionTimeline
Customer Service Representative
Conduent State Healthcare
10.2022 - Current
Customer Service Representative
Amazon.com
08.2021 - 06.2022
Assistant Manager
Subway
03.2017 - 09.2020
Foreman/Supervisor
Curran Mowing
03.2016 - 10.2019
STNA (State Tested Nursing Assistant)
Sterling House Assisted Living
02.2004 - 11.2006
STNA (State Tested Nursing Assistant)
McAuley Center
12.2002 - 08.2004
Bellefontaine STNA Classes
STNA Certifacation class from Nursing
Mechanicsburg High School
High school diploma or GED
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