Cassidy Molander
Berkley
Summary
Dynamic customer service lead with expertise in conflict resolution, data accuracy, and process optimization. Proven track record of enhancing workflows and improving customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Lead
Randazzo Heating and Cooling
Macomb
06.2024 - Current
- Deescalating customer conflict over the phone
- Merged and updated accounts in ServiceTitan, enhancing data accuracy for improved customer service.
- Collaborated on cross-departmental projects, streamlining workflows to facilitate better communication and efficiency.
- Utilized BS&A and other permitting portals for efficient permit processing.
- Resolved customer conflicts over the phone by actively listening and addressing concerns.
Kennel Supervisor
Doggie in the Window
Berkley
10.2021 - 05.2024
- Responded to emergency situations involving injured or distressed animals.
- Trained new staff in safe handling techniques for animals, enhancing safety and care standards
- Created training checklists to ensure comprehensive coverage of duties and protocols, now integral to ongoing employee training
Shift Manager /Lead Key Holder
Little Caesars Pizza
Berkley
07.2019 - 10.2021
- Supervised team of 10+ employees in fast-paced retail environment, ensuring exceptional customer service and meeting sales goals.
- Trained and coached new staff on company policies, product knowledge, POS system, and customer service skills, enhancing onboarding experience.
- Executed opening and closing duties, including counting cash drawers, setting alarms, and preparing bank deposits, to maintain operational integrity.
Education
Northern Michigan University
Marquette, MI03-2019
Berkley High School
Berkley, MI06-2018
Skills
- Customer relationship management
- Account management
- Issue resolution
- Conflict resolution
- Team leadership
- Process optimization
- Data accuracy
- Permit processing
- Cross-department collaboration
Timeline
Customer Service Lead
Randazzo Heating and Cooling
06.2024 - Current
Kennel Supervisor
Doggie in the Window
10.2021 - 05.2024
Shift Manager /Lead Key Holder
Little Caesars Pizza
07.2019 - 10.2021
Northern Michigan University
Berkley High School