Hope Casey
Lees Summit
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
OptumRx
Lee's Summit
10.2024 - Current
- Provided exceptional customer support through phone and online communication channels.
- Processed prescription orders accurately using internal management systems.
- Resolved customer inquiries promptly while maintaining a positive attitude.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
911 Emergency Dispatcher
City of Overland Park
Overland Park
02.2024 - 04.2024
- Receives requests and calls for service from public for emergency assistance.
- Determines course of action and prioritizes calls for service.
- Dispatches units in accordance with procedures.
- Conducts records checks, verifies warrants, monitors weather conditions and checks working order of equipment.
Cage Assistant Shift Manager
Argosy Casino
Riverside
07.2023 - 10.2023
- Responsible for supervising staff and the overall daily management of the Cage on a designated shift.
- Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
- Adheres to scheduling and coordinates with manager regarding any concerns, with attention to guest satisfaction.
- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs.
- Ensures customer service standards are followed by all team members and addresses issues as they arise.
- Assists with guest inquiries while monitoring and applying service recovery within authorized levels.
- Prepares/reviews currency transactions reports, in absence of Shift Manager, on assigned shift.
- Verifies vault accountability at end of assigned shift.
- Verifies Credit line availability, in absence of Shift Manager, on assigned shift.
- Responsible for verification of main bank and window cashier drawers.
- Responsible for authorizing checks.
- Prepares customer deposit and safekeeping log.
Personal Banker I
UMB Financial Corporation
Lee's Summit
07.2022 - 06.2023
- Recommending and explaining banking services and products to clients based on their needs.
- Managing client bank accounts, including opening and closing accounts, and overseeing transactions.
- Presenting and selling banking services and products to existing and prospective clients.
- Referring clients to in-house financial experts and/or relevant bank departments, such as mutual funds, and trust management, when necessary.
- Preparing documentation to open or close accounts, including obtaining signatures, and assigning account numbers, when necessary.
- Processing applications for credit cards, safe deposit boxes, and loan requests.
- Verifying bank account details upon client request.
- Discussing bank policies and procedures and any changes affecting policies and procedures, with clients.
- Resolving client queries and complaints.
- Performing administrative duties, such as data entry, as needed.
Shift Leader
Walgreens
Lees Summit
02.2017 - 07.2022
- Handling all front end responsibilities of the store, working the cash register, voids, returns, customer service.
- Opening and closing the store.
- Manager on duty in absence of Manager or Assistant Manager.
- Receive vendors, warehouse and setting up merchandise according to store planogram.
- Lining out tasks for csa's and helping them accomplish their goals.
Food Service Worker
Hwy 13 Diner
Warrensbers
11.2016 - 02.2017
- Company Overview: Family restaurant
- Waitress, cook, bussed tables and did the shopping.
- Was able to fill in where ever I was needed.
- Family restaurant
Business Customer Service Representative
Sprint
01.1997 - 06.2000
- Scheduled 13 technician to work on businesses with phone issues deciding which technician was qualified for which system and prioritizing the degree their system was down.
- Following up all services to make sure customers were satisfied and send it over to billing.
Education
College in General Studies -
Metropolitan Community College Area
Lees Summit, MOHigh School Diploma -
Raymore Peculiar High School
Peculiar, MOSkills
- Time management
- Effective communication
- POS
- Technical support
- Retail Sales
- Shift Management
- Supervising experience
- Customer service
- Leadership
- Inventory control
- Communication skills
- Organizational skills
- Call center
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
OptumRx
10.2024 - Current
911 Emergency Dispatcher
City of Overland Park
02.2024 - 04.2024
Cage Assistant Shift Manager
Argosy Casino
07.2023 - 10.2023
Personal Banker I
UMB Financial Corporation
07.2022 - 06.2023
Shift Leader
Walgreens
02.2017 - 07.2022
Food Service Worker
Hwy 13 Diner
11.2016 - 02.2017
Business Customer Service Representative
Sprint
01.1997 - 06.2000
College in General Studies -
Metropolitan Community College Area
High School Diploma -
Raymore Peculiar High School