CASSANDRA SHARPE
Las Vegas
Summary
Dynamic customer service professional with a strong background in negotiation and conflict resolution. Skilled in managing high-volume communications and fostering team collaboration to achieve organizational goals. Ready to leverage expertise to drive customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
Work History
Redemption Specialist
Credit Acceptance
Las Vegas, NV
10.2022 - 06.2026
- Manage 60+ inbound/outbound calls daily to
negotiate payment arrangements on delinquent
auto loans, ensuring FDCPA compliance - Accurately enter payment details, account notes,
and promise-to-pay data into proprietary CRM
with 99.4% audit score - Locate and update customer contact info using skip-tracing tools,increasing right-party contact rate by 18%
- Recover $45K+ monthly in past-due balances
through empathetic negotiation and accurate
documentation - Process redemptions, title releases, and payoff quotes, coordinating between customers, dealers, and DMV
Customer Care Representative
UNITED HEALTHCARE GROUP
Las Vegas, NV
01.2021 - 01.2022
- Resolved customer inquiries regarding health plans and services, ensuring high satisfaction levels.
- Educated clients on benefits and coverage options, enhancing understanding of insurance products.
- Coordinated with healthcare providers to facilitate patient referrals and improve service delivery.
- Maintained accurate records of customer interactions in CRM system, supporting compliance initiatives.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Technical Support Representative
Comcast Business
Centennial, CO
05.2016 - 04.2020
- Resolved complex technical issues for business clients using advanced troubleshooting techniques.
- Provided exceptional customer support via phone, email, and chat, ensuring client satisfaction.
- Collaborated with cross-functional teams to improve service delivery processes and enhance customer experience.
- Trained and mentored new team members on best practices in technical support operations.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High School Diploma -
East High School
Denver, COSkills
- Customer service
- Problem-solving
- Problem-solving abilities
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
Timeline
Redemption Specialist
Credit Acceptance
10.2022 - 06.2026
Customer Care Representative
UNITED HEALTHCARE GROUP
01.2021 - 01.2022
Technical Support Representative
Comcast Business
05.2016 - 04.2020
High School Diploma -
East High School