Cassandra McKnight

Assisted Store Manager with operational tasks and employee supervision responsibilities.

Established customer service standards as lead greeter to enhance guest experiences.

Trained, supervised, and scheduled staff and volunteers to optimize team performance.

Achieved production targets while supporting budgeted sales objectives.

Conducted investigations of accidents and injuries to ensure compliance with safety regulations.

Maintained cleanliness and safety across store premises at all times.

Promptly reported security and theft incidents for immediate resolution.

Processed donations efficiently for effective stocking of sales floor and inventory management.

Delivered exceptional customer service to enhance client satisfaction.

Achieved sales goals through effective unit rentals, insurance sales, and moving supplies management.

Guided new customers through rental agreements and processes to ensure understanding.

Maintained facility cleanliness by sweeping, mopping, and replacing light bulbs.

Executed daily tasks independently while collaborating with team members when necessary.

Performed errands for facility operations, including travel to other store locations.

Documented and reported non-compliance activities of UMGC students and staff to Assistant Director.

Ensured quality services for current and prospective students and instructors at Fort Meade/Odenton Building.

Performed clerical and office management duties to support site activities.

Conducted minor computer troubleshooting to assist instructors in need.

Developed specifications for user instruction manuals based on customer needs.

Assisted end-users with security compliance ticket issues.

Utilized Confluence to draft standard operating procedures.

Resolved incoming tickets and triaged to development teams as necessary.

Created tickets for reported problems via email when required.

Supported sprint planning and progression activities.

Coordinated program increment planning events to enhance project alignment.

Leveraged Jira to create dashboards reflecting current sprint data.

Assisted approximately 20 customers daily, addressing varied issues from contractors and military personnel.

Troubleshot and resolved 85% of complex problems to minimize disruptions in business activities.

Collaborated with business development and project teams to identify potential issues and integrate system installations.

Resolved intricate application questions related to system configurations and product functionality.

Tested user configurations to ensure system compatibility and optimal performance.

Documented support processes and referred unresolved issues to maintain system specifications.

Participated in customer training to enhance proficiency in system applications.

Reviewed and approved operational quality of system equipment, leveraging extensive knowledge of STE/Viper phones and KSV-21 cards.

Monitored voice and video telephony alongside network transport through technician observations.

Created tickets for reported issues to ensure timely resolution.

Maintained service level agreements at a 90% compliance rate.

Managed security incident tickets as required to mitigate risks.

Oversaw dedicated queues, assigning tickets to appropriate resources for troubleshooting.

Facilitated proper ticket assignments and resource allocation based on workload priorities.

Provided technical assistance and support for incoming computer system queries and issues.

Created tickets for various issues reported through email or phone.

Resolved incoming tickets addressing issues affecting multiple agency enterprises.

Developed specifications for user instruction manuals based on customer needs.

Assisted end-users with security compliance ticket issues to ensure timely resolution.

Demonstrated expertise in Confluence and creation of standard operating procedures (SOPs).

Resolved incoming tickets for various technical problems, triaging to development teams as necessary.

Set up classrooms for enrichment classes tailored to government personnel.

Reviewed files and documents to gather information and respond to inquiries.

Ordered materials necessary for class activities efficiently.

Managed and adjusted class schedules to meet changing needs.

Designed informative signage for scheduled classes.

• Ensured safety compliance during site access and escorting personnel.
• Monitored restricted areas to prevent unauthorized entry and maintain security.
• Coordinated with staff and clients to facilitate smooth access and operations.
• Conducted regular safety checks to identify potential hazards in work areas.