Cassie Collins
Maricopa,AZ
Summary
Adept at navigating high-stress environments, leveraging critical analysis and mental health first aid skills at Solari Crisis and Human Services to enhance client support and emergency response. Demonstrating leadership and quality customer service, successfully coordinated cross-departmental efforts, significantly improving client outcomes without compromising on professionalism or empathy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Program Specialist II
Solari Crisis And Human Services
06.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while using de-escalation techniques and providing compassionate assistance in every scenario.
- Handled sensitive topics such as substance abuse, domestic violence, or mental health crises with professionalism. Coordinating emergency response protocol and mandated reporting procedures when appropriate.
- Developed rapport with clients using active listening skills, an unbiased and non-judgemental mentality, and showcasing empathy, cultural competence, and confidentiality in each call necessary.
- Conducted thorough assessments of client's to provide support, encouragement and the appropriate referral or program that can aid in their life's success.
- Advocated to third party organizations to facilitate communication of client's needs. Communicated with landlord's upon client request to potentially hold off on pending eviction.
- Actively volunteered to learn and help coverage on any and all departments when needed. Easily flowed between call procedures when activated in multiple departments for the sake of company coverage.
- Scheduled appointments, transportation rides, and hotel stays.
- Used Microsoft Office applications such as Excel, OneNote, Word, and Outlook. Trusted by leadership to correct human errors at the end of shifts regarding all employee notes on said Microsoft Office applications.
Pro-Desk & Customer Service Representative
The Home Depot Inc
01.2020 - 05.2021
- Managed high tier Pro-Rewards accounts through the Pro-Desk. Scheduled shipments, packaged and wrapped pallets, rang up high quantity and expense orders for said account. Used fast and efficient means of communication to address their needs of company products.
- Assisted in other Pro-Rewards account member's orders, fulfilling orders and shipments. Drove company rental trucks to hand deliver orders to specific apartment complexes.
- Built rapport with Pro-Rewards members that came in routinely for their job duties. Rang up those members and helped search and order other job materials not in store.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Managed cash register operations accurately, provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Cashier, Cook, Trainer, & Shift Lead
Steak N Shake Restaurant
12.2017 - 12.2019
- Maintained a clean and organized workspace, ensuring a welcoming environment for customers. Ensured compliance with all health department regulations, maintaining high standards of sanitation throughout the establishment.
- Accurately handled cash register transactions while providing excellent customer service.
- Trained new employees on company policies, procedures, and food preparation techniques to ensure consistent product quality.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Oversaw food preparation and monitored safety protocols. Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Volunteered and excelled in every position from cashier, shake maker, fry machine, grill, shift lead, dining room clean up, new hire trainer, etc.
Education
Bachelor of Arts - Psychology
Arizona State University
Tempe, AZ05.2025
Associate of Arts - Psychology
Scottsdale Community College
Scottsdale, AZ12.2023
High School Diploma -
Pius XI Catholic High School
Milwaukee, WI05.2017
Skills
- Multi-Tasking
- Mental Health First Aider
- Flexible & Accommodating
- Problem Solving
- Written & Verbal Communication
- Quality Customer Service
- Microsoft Office
- Leadership
- Customer Advocacy
- Project Management
- Critical Analysis
- Community Resource Navigation
Certification
- Certified Mental Health First Aider, Solari Crisis and Human Services - 2024-2027
Timeline
Program Specialist II
Solari Crisis And Human Services
06.2021 - Current
Pro-Desk & Customer Service Representative
The Home Depot Inc
01.2020 - 05.2021
Cashier, Cook, Trainer, & Shift Lead
Steak N Shake Restaurant
12.2017 - 12.2019
Bachelor of Arts - Psychology
Arizona State University
Associate of Arts - Psychology
Scottsdale Community College
High School Diploma -
Pius XI Catholic High School
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