Cassandra Milano
Smyrna,TN
Summary
I enjoy helping others, problem-solving, and getting things to function well. I'm known for being a calm and collected person who communicates well and handles confidential information with care. I am versatile and quick to learn new processes and ways of working.
Overview
5
5
years of professional experience
Work History
User Support Associate
TikTok (contracted through IntelliPro Group)
08.2024 - 10.2025
- Evaluated content to ensure users' violations and suspensions were valid. After reviewing, took action to remove any penalties determined to be over-moderation.
- Provided detailed responses to users explaining any infractions. Educated users on TikTok's Terms of Service and how to remain compliant in the future.
- Advised users on how to use the TikTok app to submit reports, enabling them to actively contribute to keeping the community safe.
- Prioritized TikTok safety standards. In partnership with the Child Safety Team, provided detailed information required for taking immediate action regarding any video or user participating in child harm situations.
- Collaborated with the Emergency Response Team concerning critical issues such as threats of self-harm or harming others. Ensured they took timely and appropriate actions.
Customer Support
Goldbelly (contracted through Peak Support)
11.2022 - 02.2024
- Handled orders: Received, processed, and dealt with problems effectively through taking responsibility, care, and reliance on company rules for the best course.
- Identified customer needs to provide tailored product recommendations.
- Coordinated with the logistics, as well as restaurant staff, to resolve any shipping or order problems quickly.
- Exceeded all goals set by the company for response time, hold time, and accuracy.
Contact Representative
Internal Revenue Service, IRS
05.2022 - 09.2022
- Processed adjustments, issued refunds, and updated account information while maintaining confidentiality and compliance with federal regulations.
- Documented and coded accounts detailing the reasoning for the taxpayer's call and updated their account information.
- Researched and analyzed the cause of their tax issues. Explained tax laws and procedures in plain language so callers could understand their next steps.
- Processed adjustments, issued refunds, and updated account information while maintaining confidentiality and compliance with federal regulations.
Call Center Representative
Sutter Health
02.2022 - 05.2022
- Managed patient, staff, provider, and vendor inquiries as well as other service requests.
- Handled medication refill requests. Coordinated appointments. Determined which calls were urgent, initiating emergency services if necessary.
- Complied with HIPAA guidelines to ensure the privacy and safety of patient information.
- Utilized COVID-19 protocols in determining whether a patient had COVID-19 or symptoms in order to shield everyone requiring a physical visit.
Payroll Specialist
Paychex, Inc
04.2021 - 12.2021
- Responsible for inputting payroll for over 400+ clients. Built strong relationships to foster long-term loyalty.
- Helped with onboarding and offboarding employees, renewing benefits every year, and other updates.
- Guided clients on how to use Paychex software so they could enter their own payroll and manage employee data.
- Generated reports to ensure compliance with Federal, State, and Paychex guidelines.
Customer Service Representative
Internal Revenue Service, IRS (contracted through Maximus)
06.2020 - 04.2021
- Position was contracted by Internal Revenue Service to assist callers regarding their Economic Impact Payments.
- Provided details about the requirements for each new payment.
- Assisted in tracking payments and guiding callers through the appropriate steps for lost checks.
Education
High School Diploma -
Smyrna High School
Smyrna, TNSkills
- Customer Experience
- Ticketing & Queue Management
- SLA & KPI Adherence
- First Contact Resolution
- Trust & Safety Operations
- Content Moderation & Review
- User Appeals Review
- Data Privacy & Confidentiality
- HIPAA Compliance
- Financial & Payroll Compliance
- Multichannel Support
- Professional Written Communication
Timeline
User Support Associate
TikTok (contracted through IntelliPro Group)
08.2024 - 10.2025
Customer Support
Goldbelly (contracted through Peak Support)
11.2022 - 02.2024
Contact Representative
Internal Revenue Service, IRS
05.2022 - 09.2022
Call Center Representative
Sutter Health
02.2022 - 05.2022
Payroll Specialist
Paychex, Inc
04.2021 - 12.2021
Customer Service Representative
Internal Revenue Service, IRS (contracted through Maximus)
06.2020 - 04.2021
High School Diploma -
Smyrna High School