KACEE RASNICK
St. Paul,Va
Summary
Skilled Service Representative driven to maximize customer satisfaction. Eager to leverage 10 years of experience in dynamic new position with long-term career potential and room for advancement. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Rep
Nexrep
03.2022 - 06.2024
- Handled 50+ calls daily with duties including registering accounts, updating medical history, and scheduling visits.
- Received an average of 95-100 on Quality Scores
- Procedures and policies changed daily so had to be very adaptive
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Delivery Driver
Pizza Plus
02.2021 - 07.2023
- Handled 50+ Customers Daily, Duties included Delivering Orders, Taking Orders, Cashier, and Prep
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Texting Service Rep
FLS Connect
09.2022 - 11.2022
- Handled 3,000+ text daily, duties included sending prewritten text messages to willing participants,
- Maintained productivity and quality standards at all times.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
Customer Service Rep
Logisticare
08.2019 - 03.2020
- Handled 60+ calls daily, duties included scheduling transportation to medical appointments
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Rep
Sutherland Global
09.2015 - 06.2017
- Handled 50+ Calls daily, duties included Billing and Technical Support for gaming system
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Rep
Sykes
04.2012 - 04.2013
- For Financial Support: Handled 80+ calls daily, duties included searching and reporting fraudulent activities, performing limit increases, checking account balances, adding and removing account holders, issuing check/debit cards
- 100% on Member Satisfaction Scores
- Lead Floor Support for a team of 15, Taught new agents how to use the systems as well as proper call handling.
- Handled 40+ calls, duties included billing and technical support Phone provider.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Rep
Sykes
12.2011 - 04.2012
- Financial Support: Handled 80+ calls daily, duties included searching and reporting fraudulent activities, performing limit increases, checking account balances, adding and removing account holders, issuing check/debit cards
Customer Service Rep
Sykes
02.2011 - 04.2011
- Financial Support: Handled 80+ calls daily, duties included searching and reporting fraudulent activities, performing limit increases, checking account balances, adding and removing account holders, issuing check/debit cards
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Aide
R&S Helping Hands
12.2010 - 02.2011
- Caregiver, Duties included cleaning, cooking, and bathing
- Managed a Group of around 20
Enumerator
U.S. Census Bureau
04.2010 - 07.2010
- Data entry: Collect census information
- Managed time effectively while working independently, prioritizing tasks to meet project deadlines consistently.
- Increased efficiency in data entry by accurately inputting collected information into the designated database system.
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Maintained accurate records of completed surveys, contact information, and other relevant data as required by the project scope.
Aide
Sandlick Elementary School
08.2008 - 05.2009
- Teacher Aide, duties included working with the children and copying papers
- Offered caring companionship and emotional support.
- Supported children's development by encouraging teamwork and understanding of others.
- Completed clerical tasks such as filing, copying, and distributing mail.
Education
Pharmacy Tech -
Mountain Empire Community College
Big Stone Gap, VA05.2011
GED -
Dickenson CO, VA
Clintwood, VA06.2007
Skills
- Communication
- Typing
- Empathy
- Technical
- Leadership
- Active Listening
- Customer Support
- Complaint Handling
- Account Updates
- Technical Support
- Problem-solving abilities
- Data Entry
- Critical Thinking
- Sales expertise
- Customer Service
- Computer Proficiency
References
- Melinda Edward, Co-Worker, 276-859-2044
- Rickie Edwards, Co-Worker, 276-859-2044
- Mallory Hill, Instructor, 276-523-2400 Ext. 758, mhill@mecc.edu
Timeline
Texting Service Rep
FLS Connect
09.2022 - 11.2022
Customer Service Rep
Nexrep
03.2022 - 06.2024
Delivery Driver
Pizza Plus
02.2021 - 07.2023
Customer Service Rep
Logisticare
08.2019 - 03.2020
Customer Service Rep
Sutherland Global
09.2015 - 06.2017
Customer Service Rep
Sykes
04.2012 - 04.2013
Customer Service Rep
Sykes
12.2011 - 04.2012
Customer Service Rep
Sykes
02.2011 - 04.2011
Aide
R&S Helping Hands
12.2010 - 02.2011
Enumerator
U.S. Census Bureau
04.2010 - 07.2010
Aide
Sandlick Elementary School
08.2008 - 05.2009
Pharmacy Tech -
Mountain Empire Community College
GED -
Dickenson CO, VA
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