Cassi Kondra
Jennings ,OK
Summary
Accomplished leader with extensive experience in service coordination and customer relations, notably at The Venetian Palazzo Resort. Excelled in dispatch coordination and stress tolerance, enhancing operational efficiency and customer satisfaction. Proven track record in mentoring teams, improving service delivery by implementing strategic dispatching procedures. Skilled in data entry and schedule management, achieving significant improvements in incident reporting and response times. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
FCC Dispatcher
The Venetian Palazzo Resort
06.2015 - 05.2024
- Answer phones and dispatch calls for emergencies or calls for service to the engineers for guests or tenants of the property.
- Monitor fire panels and fireworks system and act accordingly on any issues or emergencies that arise.
- Work hand in hand with team members of all areas of the property to ensure that guests and tenants are accommodated.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Analyzed guest feedback and provided solutions to improve customer service.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns
911 Call Taker
Las Vegas Metropolitan Police Dept
04.2000 - 09.2006
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided on-the-job training and coaching to develop new 911 call-takers.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Reduced risks and emergency response issues by observing public safety field units.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Assisted callers in emergency situations with appropriate information and support.
- Skilled at working independently and collaboratively in a team environment.
Assistant Store Manager
Rite Aid
08.1998 - 04.2000
- Rotated merchandise and displays to feature new products and promotions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Created and maintained safe and secure work environments for employees.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant Store Manager
Mac Frugal's
03.1998 - 08.1998
- Rotated merchandise and displays to feature new products and promotions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Created and maintained safe and secure work environments for employees.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Store Manager
Terrible Herbst
09.1997 - 03.1998
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Approved regular payroll submissions for employees.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
High School Diploma -
Adult Education
Las Vegas 06.1989
Skills
- Service Coordination
- Dispatch Coordination
- Customer Relations
- Data Entry
- Work Order Management
- Schedule Management
- Customer Relationship Management
- Prioritizing calls
- Dispatching field personnel
- Incident Reporting
- Dispatching procedures
- Stress Tolerance
- Schedule Coordination
Timeline
FCC Dispatcher
The Venetian Palazzo Resort
06.2015 - 05.2024
911 Call Taker
Las Vegas Metropolitan Police Dept
04.2000 - 09.2006
Assistant Store Manager
Rite Aid
08.1998 - 04.2000
Assistant Store Manager
Mac Frugal's
03.1998 - 08.1998
Store Manager
Terrible Herbst
09.1997 - 03.1998
High School Diploma -
Adult Education
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