CASSI KONDRA
Jennings,OK
Summary
Customer service professional skilled in handling inquiries and resolving issues with efficiency and empathy. Strong communication and problem-solving abilities foster positive customer experiences and loyalty. Versatile team player with a background in high-pressure environments, adept at adapting to diverse challenges and delivering personalized support.
Overview
28
28
years of professional experience
Work History
Customer Service Representative II
Keystone State Park
Sand Springs, OK
09.2024 - 08.2026
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Remained open to feedback from supervisor and peers to build and improve skillset.
FCC Dispatcher
Venetian-Palazzo Resort
Las Vegas, NV
06.2015 - 05.2024
- Excelled in multitasking to manage a high call volume with professionalism and efficiency.
- Proficiently used computer systems for data entry, tracking, and managing of driver information.
- Communicated work orders to engineers via telephone and two-way radio., messages, or information to or from engineers by telephone or two-way radio.
- Assisted in training new staff members on dispatcher duties and responsibilities.
911 Calltaker
Las Vegas Metropolitan Police Department
Las Vegas, NV
04.2000 - 09.2006
- Worked collaboratively with colleagues in order to ensure timely responses to all incoming calls.
- Developed and maintained cooperative relationships with local law enforcement agencies and other public safety personnel.
- Operated various types of communications equipment including phones and computers.
- Assisted in training new employees in telephone operations, protocols, policies, and procedures.
- Analyzed caller requests and provided guidance regarding emergency and non-emergency services.
- Conducted detailed interviews with callers to obtain pertinent information related to the emergency situation.
- Managed difficult customer service situations calmly while providing compassionate care during times of distress.
- Maintained a professional demeanor while managing multiple tasks simultaneously under pressure.
Assistant Store Manager
Rite-Aid
Las Vegas, NV
07.1998 - 04.2000
- Resolved customer complaints efficiently while maintaining excellent customer service.
- Assisted customers with product selection, pricing, payment options and returns and exchanges.
- Managed all customer inquiries and complaints in a professional and timely manner.
- Assisted with training staff on all internal operational functions.
- Assisted in recruiting process, hiring and retaining top talent.
- Performed regular audits of merchandise displays and stock levels.
- Directed employee tasks and time management, improving customer experiences.
- Ensured compliance with all store policies and procedures.
Store Manager
Terrible Herbst
Las Vegas, NV
03.1998 - 08.1998
- Resolved customer complaints efficiently while maintaining excellent customer service.
- Assisted customers with product selection, pricing, payment options and returns and exchanges.
- Managed all customer inquiries and complaints in a professional and timely manner.
- Tracked daily operational activities such as store expenses, payroll records.
- Updated records related to sales, customer feedback, and inventory.
- Created work schedules to maintain top-quality customer service and lower labor costs.
- Taught loss prevention practices and policies to minimize shrink.
- Organized team meetings, trainings and provided feedback on performance.
Education
High School Diploma -
Western High School
Las VegasSkills
- Customer service
- Problem resolution
- Active listening
- Time management
- Task management
- Data entry
- Problem-solving
- Critical thinking
- Decision-making
- Team collaboration
- Adaptability and flexibility
- Conflict resolution
Languages
English
Timeline
Customer Service Representative II
Keystone State Park
09.2024 - 08.2026
FCC Dispatcher
Venetian-Palazzo Resort
06.2015 - 05.2024
911 Calltaker
Las Vegas Metropolitan Police Department
04.2000 - 09.2006
Assistant Store Manager
Rite-Aid
07.1998 - 04.2000
Store Manager
Terrible Herbst
03.1998 - 08.1998
High School Diploma -
Western High School