Cassandra Williams
Conway,AR
Summary
• 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.
• Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
• 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.
• Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Dynamic individual with hands-on experience in Area of expertise and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Delta Air Lines, Inc
04.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Clerk
United States Post Office
05.2020 - 04.2023
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Customer Service Representative
American Airlines
11.2019 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sr. Assistant Store Manager
Under Armour, Inc
09.2015 - 11.2019
- I Support/Lead the efficient and productive handling of all merchandise including shipment receipt and processing, floor sets, markdown optimization and replenishment systems while maintaining backroom standards
- Contribute to the management of expense and operational costs
- Maintain Under Armour brand standards of neat, clean and organized sales floor, cash wrap and fitting room ensuring store environment is safe for teammates and athletes.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Oversaw and managed operational and financial projects to deliver on time and within budget limitations.
Store Manager
Dollar Tree
02.2015 - 09.2015
- Motivate and inspire the team by delivering a compelling vision and purpose, which encompasses Dollar Tree Core Competencies and behaviors
- Establish and communicate clear expectations while holding the store team accountable for achieving all brand, performance and behavior standards
- Build and support effective relationships with all teammates, peers and supervisors to effectively lead positive change
- Effectively communicate with the management team to align and help drive business strategy.
Store Manager
Finish Line
02.2006 - 10.2014
- I manage a team of 15 employees
- Assist with scheduling issues, payroll questions, etc
- I provide excellent customer service, Floor sets, scheduling and training, conversation, shipments
- Teach, train and coach the Assistant Store Managers and team through successful completion of Division of Responsibilities (DOR) to develop future leaders for the company
- Proactively networks and recruit to support store's staffing needs
Education
Management
Pulaski Tech
North Little Rock, AR01.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Payment Processing
- Client Relations
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
Timeline
Customer Service Representative
Delta Air Lines, Inc
04.2023 - Current
Clerk
United States Post Office
05.2020 - 04.2023
Customer Service Representative
American Airlines
11.2019 - 08.2020
Sr. Assistant Store Manager
Under Armour, Inc
09.2015 - 11.2019
Store Manager
Dollar Tree
02.2015 - 09.2015
Store Manager
Finish Line
02.2006 - 10.2014
Management
Pulaski Tech
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