Cassie Navarro
Castaic,CA
Summary
Results-driven Senior Customer Service Manager with a strong track record in coaching and mentoring teams to exceed performance metrics. Demonstrates exceptional documentation and active listening skills, ensuring customer needs are met effectively. Known for maintaining professionalism and a positive demeanor in high-pressure environments, contributing to improved team morale and customer satisfaction. Aiming to leverage expertise to enhance service delivery and drive operational excellence.
Overview
21
21
years of professional experience
Work History
Sr. Customer Service Manager
Mechanix Wear LLC
Valencia, California
06.2024 - Current
- Establish daily and annual objectives to drive team growth.
- Managing all hiring for my department.
- Facilitate interdepartmental cooperation to efficiently address challenges.
- Quickly recognize areas of improvement, and effectively solve issues.
Customer Service/EDI Manager
Mechanix Wear
Valencia, CA
01.2019 - 06.2024
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Conducted performance reviews for team members.
EDI Manager
Mechanix Wear LLC
Valencia, California
01.2018 - 01.2019
- Provided high level administrative support to my executive team.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Created training modules and documentation to train staff.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
EDI Specialist
Mechanix Wear LLC
Valencia, California
09.2015 - 01.2018
- Performed root cause analysis on transmission issues.
- Monitored records and files transmissions to customers to ensure smooth and error-free deliveries.
- Generated, analyzed and filed daily reports with Mits.
- Planned, implemented and integrated updated system-oriented projects.
Sales Representative
Mechanix Wear LLC
Valencia, California
05.2014 - 09.2015
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Created and implemented store displays, promoting sales and growth.
- Developed key customer relationships to increase sales.
- Continuously met sales goals via strategic prospecting.
Sales Assistant
Mechanix Wear LLC
Valencia, California
06.2009 - 05.2014
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Fostered relationships with customers to expand customer base and retain business.
- Made travel arrangements and maintained calendars, enabling outside sales personnel to stay organized.
- Monitored customer order process and addressed customer issues.
Customer Service Representative
Mechanix Wear LLC
Valencia, California
09.2006 - 06.2009
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
Receptionist
Mechanix Wear LLC
Valencia, California
09.2004 - 09.2006
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Sorted incoming mail and directed to correct personnel each day.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Updated and recorded customer or client information to maintain accounts.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Answered phone calls, provided information and connected callers to appropriate personnel.
- Managed customer complaints and rectified issues to complete satisfaction.
Education
Associate of Science - Social Sciences
College of The Canyons
Valencia, CA05.2008
Skills
- 20 years of customer service experience
- Team management
- Project management
- Effective communication
- Time management
- Process optimization
- Root cause analysis
Affiliations
In my free time, I enjoy spending time with my family and baking.
Timeline
Sr. Customer Service Manager
Mechanix Wear LLC
06.2024 - Current
Customer Service/EDI Manager
Mechanix Wear
01.2019 - 06.2024
EDI Manager
Mechanix Wear LLC
01.2018 - 01.2019
EDI Specialist
Mechanix Wear LLC
09.2015 - 01.2018
Sales Representative
Mechanix Wear LLC
05.2014 - 09.2015
Sales Assistant
Mechanix Wear LLC
06.2009 - 05.2014
Customer Service Representative
Mechanix Wear LLC
09.2006 - 06.2009
Receptionist
Mechanix Wear LLC
09.2004 - 09.2006
Associate of Science - Social Sciences
College of The Canyons
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