Cassie Pugh

• Became an Ordained Minister through the Universal Life Church (no particular domination) to perform marriage services for any couples in need.
• LGBTQIA+ Friendly

I became a live in caregiver for my chronically ill father. I catered to his every medical and some non medical needs around the clock. I assisted with helping improving his gait with walking exercises, managing his distribution of daily medicines, taking him to doctors appointments, along with several other duties.

• During my time at National Recovery Association, I took on a dual position as Compliance Manager and Customer Service Officer
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted call-in customers with questions and orders.
• Provided primary customer support to internal and external customers.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• I truly thrived during this period of working with customers daily. I'm highly motivated to solve problems and will work hard to resolve every issue.
• Completed data entry to record call notes, suggestions and questions.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
• Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
• Executed corporate food safety strategies, policies and procedures.
• Reviewed documents, files, transcripts and other records to assess compliance and potential risk
• Worked to oversee getting our company associated with the Better Business Bureau and maintaining an A+ rating
• Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
• Developed and delivered training programs to inform new and current employees about compliance issues.
• Managed compliance efforts, reporting and audits.
• Verified consistency in quality planning, quality control, quality insurance and quality improvement.
• Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.
• Defined and developed policies and procedures for consumer reporting and privacy practices.

• Mostly handled customer care through chat, occasionally with email and phone calls or texting.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.