Cassundra Hopkins - Gamble
Las Vegas,NV
Summary
Accomplished Executive Assistant with a proven track record at Andre's Family Mortuary and Crematory, adept in advanced multitasking and proactive problem-solving. Excelled in enhancing director productivity and confidentiality, while fostering customer satisfaction at Southwest Gas and Express Scripts. Skilled in executive support and team leadership, significantly improving service quality and operational efficiency.
Overview
18
18
years of professional experience
Work History
Executive Assistant to the Director
Andre's Family Mortuary and Crematory
09.2015 - Current
- Managed a diverse array of administrative tasks to enable the director to focus on higher-level responsibilities.
- Coordinated travel arrangements to ensure timely arrivals and seamless experiences for the director during business trips.
- Maintained strict confidentiality while handling sensitive information, safeguarding company data and privacy concerns.
- Managed director's calendar, appointments and events.
- Screen and prioritize phone calls, emails and faxes.
- Handle administrative, clerical and business task for office staff.
- Point of contact for office staff, new hire and clients.
Customer Solutions Specialist
Southwest Gas
10.2017 - 07.2023
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Provided information to customer, researched accounts, responded and/or resolve billing/rate inquiries and discrepancies, scheduled orders to establish and disconnect services, make payment arrangements, perform credit, collection and billing functions.
- Assisted customers with online resources
- Learned and followed customer service policies and procedures to meet organizational standards.
- Handled emergency calls.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Customer Service Supervisor
Express Scripts
09.2006 - 12.2016
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 30+ employees.
Education
High School Diploma -
SOTHERN NEVADA VOTECH CENTER
Las Vegas, NV05.1984
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
- Strong decision-making
- Advanced multitasking
- Proactive Problem Solving
- Executive Support
Timeline
Customer Solutions Specialist
Southwest Gas
10.2017 - 07.2023
Executive Assistant to the Director
Andre's Family Mortuary and Crematory
09.2015 - Current
Customer Service Supervisor
Express Scripts
09.2006 - 12.2016
High School Diploma -
SOTHERN NEVADA VOTECH CENTER
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