Cassie Gerlach

• Succeeds in a team environment by demonstrating strong leadership, collaboration, and delegation skills.
• Provides ongoing support to team members through mentoring, coaching, and skill development sessions.
• Continually boosts morale within the team by organizing and leading engaging team-building activities and encouraging open communication and trust among peers.
• Reliably monitors team metrics, identifying opportunities for improvement, implementing targeted coaching plans and substantially increasing results.
• Consistently supports regular performance evaluations, setting clear expectations and providing constructive feedback to promote professional growth.
• Effectively manages escalated customer issues and mitigates conflict, while ensuring swift resolution and maintaining positive relationships with 3M customers.
• Efficiently streamlines team efficiencies by identifying chronic issues and implementing new procedures and solutions.
• Correlates cross-functional projects to business strategies and initiates actions that deliver results.
• Successfully fosters a positive work environment that encourages collaboration and teamwork among employees, peers, and 3M partners.

Contractor | Pride One, 11/2018 - 04/2019

• Possesses exceptional customer service competencies, while communicating clearly and professionally with 3M personnel.
• Improving customer satisfaction with forward-thinking strategies, focused on addressing customer needs, effectively resolving conflicts and finding appropriate solutions.
• Handles internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems; communicates with other departments and providers to research and resolve issues, identify and implement service solutions.
• Evaluates account and service histories to identify trends, using data to mitigate future issues.
• Obtains knowledge and understanding of the current processing systems and able to excel in a high volume, rapidly changing environment, while meeting deadlines.

• Managed the largest sales volume department, overseeing 100 employees, 30 direct reporting, and noted for surpassing sales objectives.
• Effectively led the team in an upbeat, goal oriented environment.
• Directed projects, while supervised development and implementation of project plans.
• Ensured business needs and goals were gathered while guaranteeing deadlines were met.
• Modifying techniques, methods and coaching to offset variation in work conditions and operations.