Cassidy Gainey
Kennesaw,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative /Opening Shift Manager
AFC Home Warranty
05.2020 - Current
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
SHIFT LEADER
MOE’S SOUTHWEST GRILL
09.2016 - 02.2020
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Organized and re-stocked various stations and self-service items.
- Prepared ingredients according to precise specifications, resulting in consistent meal quality across all menu items.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly; over two separate company locations.
Janitor
Juliun's Salon and Spa
01.2013 - 01.2017
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Improved facility cleanliness by performing daily maintenance tasks, such as sweeping, mopping, and vacuuming.
- Reduced the spread of germs by sanitizing high-touch surfaces such as doorknobs and handrails.
- Maintained a positive and professional demeanor while interacting with building occupants, promoting a respectful work environment.
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
Education
Associate of Arts - Fine Arts
Georgia Highlands College
Rome, GA05-2021
High School Diploma -
Hiram High School
Hiram, GA05-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Data collection
- Staff training
- De-escalation techniques
- Building rapport
- Quality control
- Clerical support
- Customer education
- Product and service solutions
- Multi-line phone talent
- Coordination
- Assertiveness
- Order fulfillment
- Store maintenance
- Recordkeeping strengths
- Research
- Reading comprehension
- Service upselling
- Staff education and training
- Conflict mediation
- Service standard compliance
- Brand representation
- Escalation management
- POS systems expert
- Key holder experience
8th place National Finalist: SKillsUSA Screen-printing
After becoming a State Finalist, I was invited to the National Competition, where I placing 8th in the Nation.
This competition allowed me to showcase my skills in the art of screen printing, competing in various categories such as design execution, print quality, speed, and creativity.
This allowed the demonstration of the expertise needed in this field, gain industry recognition, and network with peers.
This highlights my ability to not only work under pressure, but also shows the attention to details, multitasking and networking necessary to be successful in any field I may go into.
Timeline
Customer Service Representative /Opening Shift Manager
AFC Home Warranty
05.2020 - Current
SHIFT LEADER
MOE’S SOUTHWEST GRILL
09.2016 - 02.2020
Janitor
Juliun's Salon and Spa
01.2013 - 01.2017
Associate of Arts - Fine Arts
Georgia Highlands College
High School Diploma -
Hiram High School
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