Jocelyn Cascen
Charlotte,NC
Summary
Results-oriented professional with over ten years of experience in customer service, account management, sales, and technical support. Expertise in resolving complex client issues, managing sensitive data, and utilizing CRM platforms like Salesforce and Zendesk. Proven track record of exceeding sales goals, coordinating team operations, and enhancing customer satisfaction. Strong communicator and problem solver, committed to improving client relationships and operational efficiency.
Overview
1
1
Certification
1
1
year of post-secondary education
13
13
years of professional experience
Work History
Customer Service Representative
Amazon Fulfillment Ctr
Charlotte, NC
10.2021 - Current
- Securely pack and label an average of 150 to 200 customer orders per shift, ensuring 99% accuracy and quality control.
- Operate warehouse equipment such as tape guns, box cutters, and automated shipping machines to process single and multi-item orders.
- Inspect items for damage or missing parts prior to packaging, minimizing customer returns and discrepancies.
- Adhere to strict safety guidelines and ergonomic protocols, contributing to overall workplace accident reduction.
- Navigated large-scale warehouse, accurately selected items for customer orders from inventory using RF scanners and visual system prompts.
- Manage inventory control by accurately scanning and storing products efficiently within designated areas products across multiple facility zones.
- Locate products according to order size, quantity, and specific delivery timelines, achieving 98% to 100% accuracy rates.
- Adapt to rapid workflow changes, ensuring peak seasonal and daily order targets are consistently met or exceeded.
- Executed packing operations for customer orders, performed single item packing for accurate order fulfillment, resolved operational issues to maintain workflow, conducted product induction into inventory management system, reorganized products into correct bins for efficient storage, conducted inventory counts for accurate stock levels, managed tote runner operations to streamline order processing, delivered supplies to workstations as a water spider, cleared equipment jams to minimize downtime.
Remote Banker
Varo-Remote Bank
Charlotte, NC
01.2021 - 04.2022
- Processed and verified customer transactions, including deposits, withdrawals, and loan payments.
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
- Delivered customer service by addressing inquiries and resolving issues promptly, ensuring a positive banking experience.
- Identified opportunities to cross-sell banking products and services to customers.
- Identified and promoted relevant banking products and services to enhance customer satisfaction and support financial goals.
- Collaborated with team members to achieve branch sales targets, fostering a cooperative environment to drive performance.
Sales Consultant
Republic Services
Charlotte, NC
05.2020 - 01.2021
- Serviced existing accounts, secured new orders, and established new accounts to drive revenue growth.
- Developed key customer relationships to increase sales.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Negotiated contracts with clients to establish mutually beneficial agreements. with prospective clients.
- Assisted in determining pricing strategies for quotes and promotions. for quotes, promotions, and negotiations.
- Collected deposits from clients to secure orders and services. Balance of payment from clients.
- Provided personalized service to build relationships with customers.
- Advised customers on best practices when using company products or services.
- Coordinated delivery schedules with vendors, ensuring timely shipment of goods to enhance customer satisfaction.
- Monitored competitors to analyze market trends and pricing strategies. by gathering current marketplace information on pricing, products, new products, and delivery.
- Utilized CRM software tools to track leads, manage accounts, and document conversations.
- Cultivated key customer relationships that contributed to increased sales.
- Coordinated delivery schedules with vendors for timely shipment of goods.
- Followed up with clients after installations to assess quality of service and customer satisfaction.
Aircraft Fueler
Menzies Aviation CLT Fuel Farm
Charlotte, NC
12.2018 - 05.2020
- Operated heavy-duty fuel trucks, hydrant carts, and stationary equipment to ensure safe fueling and defueling of commercial aircraft.
- Executed precise fuel loading and balancing calculations to ensure aircraft weight regulations and flight safety requirements were met.
- Executed fuel loading and balancing calculations to meet aircraft weight regulations and enhance flight safety.
- Maintained accurate records of fuel transactions, volume, and usage to support efficient airline logistics and billing.
Dispatcher
Prospect Airport Services
Charlotte, NC
05.2015 - 05.2019
- Ensure the traveling public receives timely assistance, especially during flight delays or peak travel hours.
- Monitored radio communications, managed time clocks, and tracked daily equipment inventory to ensure operational efficiency.
- Monitor radio communications, manage time clocks, and track daily equipment inventory.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues, enhancing customer satisfaction while managing high volume of incoming calls and emails, consistently meeting department's average response time.
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in an increase in customer satisfaction.Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of minutes.
- Responded promptly to customer inquiries, resolving issues or concerns related to deliveries or pick-ups.
- Resolved customer inquiries and issues related to deliveries or pick-ups, ensuring timely and satisfactory resolutions.
- Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery.
Food Service Manager
Carowinds
Charlotte, NC
05.2013 - 11.2014
- Ensured compliance with all local health regulations related to food safety.
- Guided junior staff on daily tasks and projects, enhancing team collaboration and productivity.
- Conducted performance reviews with employees, identifying improvement areas to support professional growth.
- Managed team of up to 15 employees in a fast paced environment.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Conducted regular performance reviews with staff members providing constructive feedback.
- Monitored inventory levels of kitchen ingredients to maintain freshness. of kitchen ingredients ensuring freshness of food served.
- Supervised kitchen ingredient stock levels, ensuring freshness and quality of food served.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Education
High School Diploma -
Vance Granville Community College
Henderson, NC 10.2014 - 05.2015
Skills
- Order fulfillment
- Customer relationship management
- Clear communication
- Attention to detail
- Documentation
Certification
- Food Safety Certification Food Handler Certification ServSafe
Timeline
Customer Service Representative
Amazon Fulfillment Ctr
10.2021 - Current
Remote Banker
Varo-Remote Bank
01.2021 - 04.2022
Sales Consultant
Republic Services
05.2020 - 01.2021
Aircraft Fueler
Menzies Aviation CLT Fuel Farm
12.2018 - 05.2020
Dispatcher
Prospect Airport Services
05.2015 - 05.2019
High School Diploma -
Vance Granville Community College
10.2014 - 05.2015
Food Service Manager
Carowinds
05.2013 - 11.2014