John LoCascio
Spire
City Of Saint Peters,MO
1
Certification
20
years of professional experience
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow, and production by uncovering trends affecting business success.
Work History
Workload Plan Execution Analyst II
3 Years 11 Months- Achieve job attainment thru high focus on all service technicians working their routes.
- Handle inbound calls from service techs and customer service reps and supervisors.
- Constantly balance out routes for efficiency and high level customer satisfaction.
Team Partner
1 Year 5 Months- Assisted in leading, developing, mentoring, and shadowing new customer experience agents.
- Trained 3 groups of new agents in ADP as part of onboarding process.
- Monitored 12 – 15 calls a month in customer service for quality assurance.
Customer Service Resolution Specialist
3 Years- De-escalated calls with tough customers using empathy and active listening skills.
- Performed the work of multi-tasking with internal and external customers.
- Handled difficult customer issues with professionalism and a positive attitude.
Customer Service Rep
11 Years 4 Months- Succeeded in lowering average handle time and exceeded customer expectations.
- Proposed payment arrangements and applications for assistance to all customers that expressed an inability to pay.
- Handled calls from internal and external customers in a fast-paced environment.
Education
Bachelor's Degree - Business Management/ Finance
Honors: Dean’s List Fall 1990 and Fall 1991
Accomplishments
- Achieved route efficiency through effectively helping with a Map Grid project I produced for the benefit of my colleagues and senior leadership.
Skills
Microsoft office
Analytical thinking
Time management
Attention to detail
Team collaboration and leadership
Decision-making
Workflow Analysis
Certification
- Lean Six Sigma Green Belt April 2025
- Lean Six Sigma Yellow Belt March 2025
Timeline
Workload Plan Execution Analyst II
07.2022 - CurrentRead More
Team Partner
Spire
02.2021 - 07.2022Read More
Customer Service Resolution Specialist
Spire
02.2018 - 02.2021Read More
Customer Service Rep
Spire
10.2006 - 02.2018Read More
Fontbonne College
Bachelor's Degree from Business Management/ Finance
Read More