Cassie Carter
Marion,OH
Summary
Accomplished Customer Service Representative Mentor at Discover Bank, Member FDIC, known for enhancing team performance and customer satisfaction through expert mentoring and exceptional service skills. Leveraged complaint resolution and empathetic communication to foster a supportive environment, achieving notable recognition as a Hero winner. Specializes in developing talent and driving service excellence. Knowledgeable and dedicated customer service professional with extensive experience in the Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Mentor
Discover Bank, Member FDIC
01.2023 - Current
- Served as a trusted resource for colleagues seeking guidance on challenging situations or complex issues faced during training for daily interactions with customers.
- Partnered with mentor teams for cross training opportunities.
- Contributed to company''s growth with exceptional customer service. Hero winner two out of four months on the phones
- Improved team performance by providing constructive feedback, guidance, and encouragement to fellow Customer Service Representatives and trainees.
- Developed strong rapport with trainees through active listening skills, empathy, and patience in handling their concerns.
- Facilitated regular training sessions for new hires, ensuring staff was well-equipped to handle diverse customer needs.
- Maintained up-to-date knowledge of industry trends, product offerings, and competitor strategies to provide superior support to trainees.
- Mentored junior team members by sharing insights and experiences, boosting overall productivity and fostering a supportive work environment.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Customer Service Representative/Assistant Team Lead
JEGS High Performance
12.2019 - 11.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Streamlined communication channels for improved service delivery and customer relations management.
- Managed high call volume with exceptional attention to detail, resulting in increased customer satisfaction ratings.
- Assisted customers with navigating company website and completing online transactions with ease.
- Supported colleagues through active listening and problem-solving skills, fostering a positive work environment for all team members.
Education
GED -
Riverdale High School
Skills
- Complaint resolution
- Sales expertise
- Order Fulfillment
- Inbound and Outbound Calling
- Creative problem solving
- Money handling abilities
- Recordkeeping strengths
- Route dispatch
- Shipping procedures understanding
- International sales support
- Professional telephone demeanor
- Multi-line phone talent
- Mentoring abilities
- Call center experience
- Complaint Handling
- Task Delegation
- Feedback Delivery
- Escalation management
- Inbound and outbound calls
- Skill Development
- Team coaching
- Product Knowledge
- Production goal setting
- Performance Evaluations
- Staff Monitoring
- Teamwork and Collaboration
- Customer Service
- Problem-solving skills
- Time Management
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Understanding Customer Needs
- Computer Skills
- Customer service excellence
Timeline
Customer Service Representative Mentor
Discover Bank, Member FDIC
01.2023 - Current
Customer Service Representative/Assistant Team Lead
JEGS High Performance
12.2019 - 11.2023
GED -
Riverdale High School
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