Cassidy Chase
Summary
Driven Customer Care Specialist offering 10 years of customer service and 4 years of coaching/training experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Overview
11
11
years of professional experience
Work History
Centralized Support Rep Sr
Progressive
07.2025 - Current
- Outbound communication via phone and email to claimant carriers and attorneys to check claim status and payment status.
- Builds demands to send to claimant carriers and attorneys to recover money owed to Progressive for claims payouts.
Senior Customer Care Specialist
Progressive Commercial
07.2021 - 07.2025
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Led multiple group coachings for rewrites and created template for attendees to reference.
- Leads weekly break discussions with team to get rest time, while being prompt to exit on time.
- Creates interactive games and templates for team meetings monthly.
Service Professional
Olive Garden
Highlands Ranch, CO
06.2015 - 06.2020
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Coached front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
Education
High School Diploma -
Vista Ridge High School
Colorado Springs, CO05.2011
Skills
- Building Customer/Co-Worker Trust and Loyalty
- Mentoring and Roaming
- Customer Service Excellence
- Efficient and Detail-Oriented
- First Call resolution
- Claims management
Additional Information
- Roaming for new hires to coach on guideline navigation and support Customer Care Resolution staff.
- Peer Mentor for new hires on team. Sets up bi-weekly meetings to review objectives that were set to improve on while also listening to personal concerns and questions.
Timeline
Centralized Support Rep Sr
Progressive
07.2025 - Current
Senior Customer Care Specialist
Progressive Commercial
07.2021 - 07.2025
Service Professional
Olive Garden
06.2015 - 06.2020
High School Diploma -
Vista Ridge High School