Cassandra Thomas
Management
Far Rockaway,United States
Summary
Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Knowledgeable and dedicated customer service professional with extensive experience in Retail 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. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Raymour & Flanigan
New York, NY
04.2019 - 03.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
Assistant Manager
Jos.A.Bank
Huntington, NY
09.2018 - 03.2019
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Oversaw team development according to industry service standards to further customer loyalty.
Business Owner
Thomas Rentals & Prpty Inv Mgmt LLC
Uniondale, NY
09.2008 - 02.2016
- Handled resident complaints and expedited all maintenance requests.
- Updated tenant and unit information to keep current in housing database.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Conducted apartment tours for potential tenants and answered questions about property.
- Reviewed completed applications and assessed household information against file history and program regulations.
- Planned and conducted meetings to enable residents to voice concerns and provide forum for issues to be addressed.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Showed residential properties and explained features, value and benefits of available homes.
- Managed real estate transactions from initiation to closing.
- Monitored daily construction and evaluated project progress, contract compliance and safety.
- Prepared and submitted daily work-site reports, weekly invoices.
Department Manager
Saks OFF 5TH
Bergen, NJ
08.2006 - 09.2008
- Worked closely with sales associates to complete tasks.
- Followed all safety protocols and company processes and procedures.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Performed opening and closing duties as part of management team, including cash management.
- Enforced departmental policies, procedures and state and federal laws.
- Distributed in-depth progress and status reports to upper leadership.
Store Manager
Motherhood Maternity
NYC, NY
07.1998 - 05.2006
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Assessed, optimized and elevated operations to target current and expected demands.
Education
High School Diploma -
Dominican Commercials H.S
Queens, NY06.1986
Some College (No Degree) - Business And Managerial Economics
Hunter College of The City University of New York
New York, NYLicense - Cosmetology
Empire Beauty School
New York, NY05.1991
Bachelor of Science - Business And Finance
University of Phoenix
Tempe, AZ03.2024
Skills
- Outstanding communication skills
- Team-oriented
- Employee training
- Training and mentoring
- Employee coaching
- Industry partnership development
- Sales strategics
- Contract negotiation
- Critical thinking
Timeline
Customer Service Representative
Raymour & Flanigan
04.2019 - 03.2020
Assistant Manager
Jos.A.Bank
09.2018 - 03.2019
Business Owner
Thomas Rentals & Prpty Inv Mgmt LLC
09.2008 - 02.2016
Department Manager
Saks OFF 5TH
08.2006 - 09.2008
Store Manager
Motherhood Maternity
07.1998 - 05.2006
High School Diploma -
Dominican Commercials H.S
Some College (No Degree) - Business And Managerial Economics
Hunter College of The City University of New York
License - Cosmetology
Empire Beauty School
Bachelor of Science - Business And Finance
University of Phoenix
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