Cassie Ratliffe
Charlotte,NC
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
11
11
years of professional experience
Work History
Client Service Coordinator
Charter Communications, Spectrum
Charlotte, NC
09.2017 - 11.2023
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Streamlined communication channels for improved team collaboration and quicker response times to client requests.
- Achieved higher customer retention rates with proactive follow-up on client concerns and timely resolutions.
- Coordinated service delivery, ensuring prompt and accurate execution of client orders and requests.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
- Adapted quickly to changes in company policies and procedures, ensuring continued adherence to best practices and compliance requirements.
Signature Home Client Representative
Charter Communications, Time Warner Cable
Charlotte, NC
03.2017 - 09.2017
- Enhanced client satisfaction by addressing their needs promptly and providing personalized solutions.
- Achieved high client retention rates through consistent follow-ups and timely resolution of concerns.
- Developed strong relationships with clients by establishing trust and understanding their unique requirements.
- Collaborated with the sales team to upsell products and services, resulting in increased revenue.
- Provided comprehensive product knowledge to clients, enabling them to make informed decisions.
- Trained new hires on best practices for managing client accounts, contributing to improved team performance overall.
- Played an active role in negotiations between clients and internal departments, leading to mutually beneficial agreements.
Customer Service Representative
Time Warner Cable
Morrisville, NC
01.2013 - 03.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Harding University High
Charlotte, NCSkills
- Account Management
- Service Recommendations
- File Management
- System Documentation
- Outbound Calling
- Database Management
- Client Support
- Customer Support
- Payment Processing
- Order Processing
- Project Coordination
- Self-Motivation
Timeline
Client Service Coordinator
Charter Communications, Spectrum
09.2017 - 11.2023
Signature Home Client Representative
Charter Communications, Time Warner Cable
03.2017 - 09.2017
Customer Service Representative
Time Warner Cable
01.2013 - 03.2017
High School Diploma -
Harding University High