Cassie Winfield
Clayton,NC
Summary
Empathetic and tech-proficient educator and customer service professional with 10+ years of experience supporting children, families, and teams in fast-paced, communication-driven environments. Strong ability to interpret sensitive or nuanced communication, promote positive behavior, and make sound judgment calls in high-volume settings. Known for maintaining student safety, delivering age-appropriate guidance, and fostering a warm, encouraging atmosphere—both in person and online. Seeking to support and enrich digital student communities through thoughtful moderation and leadership.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Licensed Teacher
Johnston County Public School
Clayton, NC
01.2018 - 06.2024
- Conducted developmental assessments to evaluate student progress and identify instructional requirements.
- Developed and implemented individualized education plans (IEPs) aligned with IFSP principles to achieve developmental and cognitive goals.
- Collaborated with parents, support staff, and community providers to foster a cohesive learning environment.
- Utilized evidence-based practices to adapt instruction based on performance data and developmental benchmarks.
- Maintained documentation and progress reports in compliance with state and federal education standards.
- Integrated mental health and social-emotional learning supports into daily instruction to promote well-being.
Call Center Team Leader
JP Morgan Chase
San Antonio, TX
11.2011 - 07.2017
- Managed team of 12+ associates in high-volume call center, delivering exceptional customer service.
- Set and monitored performance metrics, utilizing data to enhance productivity and accountability.
- Provided regular coaching and feedback to support professional development aligned with goals.
- Led employee engagement initiatives to create an inclusive and motivating environment.
- Resolved escalated customer issues, recommending improvements to enhance satisfaction and service quality.
- Collaborated with training, compliance, and quality teams to ensure policy adherence.
- Recognized for consistently exceeding service level goals through strategic scheduling and capacity management.
Customer Service Representative
United Health Group
Frederick, MD
11.2008 - 08.2011
- Resolved complex health insurance inquiries and claims, ensuring compliance and customer satisfaction.
- Supported billing, underwriting, and claims departments to provide integrated solutions for customers.
- Identified trends in customer concerns to contribute to process enhancements and inform leadership.
Education
MBA -
Valar Institute
Washington, DC04-2026
Bachelor of Science - Birth to Kindergarten
East Carolina University
Greenville, NC01.2022
Skills
- Student & Youth Engagement
- Content Moderation & Behavior Management
- Nuanced Communication & Hidden Meaning Interpretation
- Clear, Kid-Friendly Written Responses
- Safety-Focused Decision-Making
- Empathy & Conflict De-escalation
- Online Community Management
- Attention to Detail & Documentation
- Independent Work & Schedule Ownership
- Google Suite, LMS, Internal Tools, Microsoft Office
Accomplishments
- Improved customer satisfaction scores by 18% over a 12-month period through targeted coaching, call quality reviews, and process improvements.
- Reduced call escalations by 33% by empowering frontline staff with enhanced training and real-time coaching tools.
- Teacher of the Year – Recognized for outstanding teaching effectiveness, student engagement, and contributions to school improvement initiatives.
- Magna Cum Laude – Graduated with high academic honors, reflecting consistent academic excellence and dedication.
- Outstanding Graduate Award – Selected by faculty for exceptional academic performance, leadership, and community involvement among graduating peers.
Certification
- North Carolina Teacher's License
References
References available upon request.
Timeline
Licensed Teacher
Johnston County Public School
01.2018 - 06.2024
Call Center Team Leader
JP Morgan Chase
11.2011 - 07.2017
Customer Service Representative
United Health Group
11.2008 - 08.2011
MBA -
Valar Institute
Bachelor of Science - Birth to Kindergarten
East Carolina University
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